system?

A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.

A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.

Which two metrics can be used to assess the success of the new workforce management

system? Choose 2 answers
A . Number of calls offered
B . Agent utilization
C . Quality monitoring score
D . Schedule adherence

View Answer

Answer: B, D