Fonolo
MAY 30, 2023
That means it works with all existing software programs you use and can easily move with you as you shift from one platform to another or add software capabilities to your contact center. Managers use performance metrics and analytics to assign agents to specific tasks based on their expertise and performance.
Aspect
JULY 15, 2020
These scheduling functions include: Schedule Editor, Request Viewer, Personal Account Balances, Group Allowance Account Balances, Trades, Trade Bulleting Board, Intra-day Staffing Balances and Agent Productivity. If you’d like to learn more about WFO Version 20 or request a demo, we’d love to talk !
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Noble Systems
OCTOBER 24, 2019
When on a call, your agents may have to spend a lot of time digging through customer records to understand the status of their account, orders, and previous conversations. Advanced automation, combined with machine learning, can perform post-call conversational analytics. Increasing Responsiveness.
Noble Systems
OCTOBER 24, 2019
When on a call, your agents may have to spend a lot of time digging through customer records to understand the status of their account, orders, and previous conversations. Advanced automation, combined with machine learning, can perform post-call conversational analytics. Increasing Responsiveness.
Playvox
JANUARY 25, 2024
Workforce optimization tools automate the operational performance management processes, providing added muscle to workforce management (WFM), quality management (QM), agent coaching , analytics, and reporting. For omnichannel contact centers, forecasting and capacity planning have become more complex.
DMG Consulting
APRIL 20, 2020
But in case you want a break from the realities of COVID-19 and the havoc it is causing around the world, I am going to share some of my thoughts about the future of contact center workforce management (WFM). The live webinar, The Future of WFM: What’s Required , is on April 28, 2020 at 11 AM ET / 4 PM BST.
Playvox
JANUARY 11, 2024
Call center workforce management is the art and science of having the right number of agents available at the right times to answer an accurately forecasted volume of incoming customer contacts at the service level standard set by a contact center while minimizing cost.
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