Playvox

JANUARY 25, 2024

Automation solutions go hand in hand with workforce optimization, and are in fact, sometimes synonymous with WFO. Workforce optimization tools automate the operational performance management processes, providing added muscle to workforce management (WFM), quality management (QM), agent coaching , analytics, and reporting.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

Noble Systems

SEPTEMBER 29, 2020

WFO is often used by call centers to improve workforce management and agent performance – and in turn, the customer experience. WFO is not just a single component; it bridges the span of the contact center to tie activities into an integrated strategy, working towards common business goals. Workforce Management.

Management 86

Management Gamification Quality management Schedule adherence 86

Monet Software

SEPTEMBER 24, 2020

Can SMB call center quality management be about more than quality? Yep, it’s the linchpin of employee engagement, too! Monitoring and scoring calls—these quality assurance (QA) tasks are constant at nearly every contact center. But QA can be so much more! Here’s how. #1 1 By the Numbers.

Morale 48

Morale Quality management contact center workforce Employee engagement 48

Hodusoft

NOVEMBER 29, 2022

8×8 is a publicly traded contact center technology and VoIP company, which offers 8×8 Contact Center software. The software is easy to use and scores high in user satisfaction. It has a speedy implementation time and it provides an entire gamut of services under one platform.

Contact center software 40

Contact center software Contact Center Interactive Voice Response contact center solutions 40

Verint

JUNE 6, 2017

As discussed in a recent blog post by Laurie Wickham, the 2017 Verint Engage Global Customer Conference took place recently in Orlando, Florida with attendees from 17 countries and a variety of industries.

Employee engagement 34

Employee engagement Quality management Analytics Best practices 34