workforce maangement

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By: Interactive Intelligence     Published Date: Jan 10, 2011
Contact centers face a tall order: Deliver stellar service and real-time response to customers, and still get more out of the workforce without risking burnout and turnover. Lori Bocklund is president of Strategic Contact, and Rachel Wentink is the senior director of Product Management for Interactive Intelligence, and when they discuss how to optimize agent performance and offer outstanding service, it's worth reading.
Tags : interactive intelligence, strategic contact, quality monitoring, wfm, workforce maangement
     Interactive Intelligence
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