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Call centers can easily fall behind the times with old software, metrics and strategies, so companies need to be forever looking ahead -- toward technologies that fit a multichannel world. In this handbook, readers find detailed explanations of the latest call center technologies as well as insight on call center management -- including schedule and workforce management.  Access >>>

Table of contents

  • Achieving success through metrics
  • Most improved: Workforce management apps
  • Don’t get lost in the social shuffle

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