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. However, the two main components are Quality Management and Workforce Management.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

Playvox

FEBRUARY 27, 2024

A related term, workforce engagement management (WEM), recently coined by Gartner, has rapidly become the business strategy, processes, and related technologies of choice. While many companies begin by deploying these solutions, this is only the beginning of the journey when it comes to employee engagement strategies.

Contact Center 73

Contact Center Coaching Real estate Employee engagement 73

Taylor Reach Group

SEPTEMBER 29, 2020

Customer Relationship Management (CRM). Learning Management System (LMS). Workforce Management (WFM). Quality Management (QM). Business Analytics. A flexible real-time manager. If call volume has dropped, voluntary time-off is immediately made available. QUALITY MANAGEMENT.

Contact Center 85

Contact Center CRM Quality management Analytics 85

CSM Magazine

AUGUST 6, 2020

At the same time, managers in the UK report fewer significant changes and challenges than their US peers. Plus, US managers voice concerns over lower agent happiness with remote working. Magnus Geverts is VP Product Marketing & Management at Calabrio. Be prepared, take to the cloud. About the Author.

Analytics 52

Analytics Engineering Quality management Contact Center 52

Hodusoft

FEBRUARY 14, 2020

As for features, here goes: Power dialer IVR Progressive dialer Automatic call distribution Skill-based routing Web call back Queue callback Speech recognition CRM integration Lead generation Multi-channel Video conferencing, voice mail Real-time monitoring, analytics, and reporting…and lots more.

call center software 52

call center software Call Center Contact center software voip 52

Monet Software

APRIL 24, 2020

And they should take into account that remote work generally requires more independent time management skill and tech savvy than on-site employment. Manage to the Metrics. Call center leaders must develop accurate hiring profiles and craft effective assessment tools.

Contact Center 62

Contact Center Management call center workforce Average Handle Time 62

Enghouse Interactive

OCTOBER 16, 2020

At the same time, managers and supervisors need access to high-quality, real-time performance information to remotely onboard, support and develop agents and their skills. Many tools, such as real-time speech analytics, can be used to help here, regardless of whether agents are based at home or in a contact centre.

Abandon Call 40

Abandon Call Technology Chatbots Analytics 40