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Agent Self Service Pros & Cons |
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With the perception that the workforce planning team “controls” contact center agent’s lives, the best way to soothe the beast is to return a little bit of that control. This paper describes how making the vacation planning processes, schedule changes and performance statistics accessible to individual agents can improve productivity and morale. It will also illustrate how self service decreases the supervisors and workforce management team’s workload while ensuring agent fairness.
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