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Contact Center WFO: How to Balance Customer Needs with Agent Productivity

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Managing customer expectations and building long-lasting, firm bonds with buyers is no easy endeavor. It is even more challenging for contact centers (compared to sales and marketing) since the nature of their customer conversations primarily involves resolving client issues. As such, contact center agents have a direct and substantial impact on helping companies accomplish CEM objectives.

This report highlights the top priorities driving contact center WFO programs. It illustrates how contact centers straddle agent productivity and performance with the ever increasing need to meet tand exceed customer expectations