The equilibrium of contact center workforce management

As Mario Baddour, director of account management at StarTek, says at the beginning of this webcast, millions of dollars can be thrown away if you don't optimize your contact center to run efficiently. "Cheaper," "better" and "faster" are always going to be keywords for contact center management -- but not at the expense of quality.

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How to calculate workforce management ROI

Operating expenses for contact centers are high: Find out how effective contact center workforce management can help you keep costs down and quality up. Baddour discusses capacity planning, scheduling, occupancy, training, and the kinds of technology that will assist with contact center workforce management -- as well as some unexpected tips that will help your contact center save money and run leaner and meaner.

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