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Call Center Service: Crunching the Numbers vs. Caring for Customers Workforce Management is the Key

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There is a delicate balancing act taking place almost every day at almost every call center. 

On one side of the scale there are KPIs that measure how long a customer waits to reach an agent, how long the call takes, and how often the issue described is resolved without the need for further calls. On the other side is the quest to provide caring, quality customer service, which is not so easily measured on a graph or a pie chart.

Did we say it was a delicate balancing act? Sometimes it’s more like a tug of war. 

But with workforce management it doesn’t have to be. 

If you have well-trained agents in place who know how to speak to customers with different concerns and personalities, you’re halfway home. It is their job to make callers feel valued, to calm angry emotions and to represent the company in a positive way, so that caller will stay a customer even if they had a problem. 

That takes time – more time, perhaps, than the number crunchers among your management team would care to allocate. Workforce management, especially when combined with speech analytics, allows agents to quickly access customer records so they don’t have to ask for information that might be helpful. It may also prevent having to transfer to the call to other representatives, always a frustrating experience for the caller.

The right technology can also spot trends among customers faster and easier, which moves the call forward to the successful resolution stage. 

If you are still using spreadsheets and are considering a workforce management system, we encourage you to read one of the following whitepapers:


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