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Workforce Optimization
14/2/2022

How to monitor attention on social networks: 4 steps for Workforce analysts

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Workforce Optimization
6/10/2021

WFM: 5 Things Every Real-Time Analyst Should Know

Real-time analysts are the gatekeepers of the operation. The analyst's mission is to monitor compliance with the shift schedule and the main...

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Workforce Optimization
24/6/2021

Specialized agents or multi-skill agents? A WFM dilemma

Defining the type of distribution in the contact center is a dilemma faced by many Workforce Management analysts. Is it more profitable for agents to specialize in a topic or channel...

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