Why Agent State Control Matters in Call Centers
Not only are call centers here to stay, but they continue to grow. Especially since technology allows agents to work remotely, it has become even more critical for managers and call center operators to be able to keep track and monitor agents. With Bolder Thinking's agent state control, call centers can now manage agents by taking them offline or by changing their state as needed. How does this ability truly effect the performance of a call center?
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