Whitepaper: Workforce Management Metrics


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Whether you are looking to take the efficiency of your contact centre from bad to good or from good to great, the root of positive change starts with workforce management (WFM) metrics.

There are many call centre metrics you can track, but there are five in particular that, when tracked accurately, can tell the story of maximum WFM success. To us, maximum WFM success means that your customers will become your biggest advocates and your employees will look forward to coming into work each day. Achieve these two things and you’ll have figured out the formula for delivering great results: more revenue and profit.

White Paper written by: Verint Monet
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