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What is workforce management optimization?

Customer satisfaction is the ultimate goal of any contact center, so the Quality Management (QM) or Quality Assurance (QA) team ensures that SLA targets are not only met, but also exceeded whenever possible. In a support team, quality management software will periodically audit calls and other forms of communication to ensure that standards are being met. From an analytical perspective, the software will also review historical reports to ensure that calls are being handled efficiently and on time.

Here are some other features that quality management software should have:

Interface: Your tools should be easy to use and customize. If you have other systems in place, look for a platform that can be integrated to save time.

Customizable settings: Depending on the industry, organizations, teams, and even agents are not all the same. You need to have access to tools that can adapt to the needs and key performance indicators of your team, as well as the agents and their skills.

Concrete benefits for your business

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What are the components of workforce optimization software?

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How to take advantage of workforce management optimization

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