Contact center agents don't just spend their time talking to customers. In most modern contact centers, such as Phone Masters Ltd, agents must also carry out various administrative tasks after they finish the call, which is why workforce planners must allow a certain amount of wrap (or wrap-up) time in daily schedules. In some cases, agents may misuse the wrap-up period to give themselves a breather, but there are also plenty of factors that only a contact center manager can control.
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