In this dynamic corporate world, the success of a business majorly relies on the workforce. However, fostering effective teamwork can be challenging at times. The concept of workforce management (WFM)…
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Call Centers or Contact Centers record thousands of data points per second. These data points carry a wealth of information. They help businesses to understand their customers better, optimize their…
At a contact center, alarm bells clanged when it was suddenly observed that the wait times shot up by 2x, and resolution time by 4x. This raised several red flags…
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