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Benefit 3: Real Time Analysis Provides Efficiency Gains of Workforce Management

Our Best Practices blog, 5 Benefits of Workforce Management (WFM) for the Contact Center, continues today with Benefit 3: Real-Time Analysis Provides Efficiency Gains.

Yesterday, we focused on Benefit 2: Boosts Effectiveness by Aligning Scheduling.

3. Real-Time Analysis Provides Efficiency Gains

  • Gains can come from monitoring KPIs, including decreased average handle time to increased adherence to schedule and occupancy.
  • The goal is to eliminate as much unused or wasted time as possible through effective monitoring of queues and the allocation of resources.

See our next blog for Benefit 4.