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Contact Center Workforce Optimization

Definition - What does Contact Center Workforce Optimization mean?

Contact center workforce optimization is a specific type of workforce optimization software designed for use in a call center or contact center. These types of software help to handle quality assurance, effective use of resources and other types of optimization for these types of operations.

Techopedia explains Contact Center Workforce Optimization

Contact center workforce optimization is built with a general eye toward the best ways to utilize resources to run a contact center environment. For example, some of the core aspects of the software relate to recording calls for quality management, and scheduling call center work. Other tools relate to coaching and e-learning as well as other types of training for contact center workers. There may also be an analytical component looking at performance and liability issues on a broader level. All of this relates to the idea that digital tools can help contact centers work better and more efficiently.

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