Monet Software

APRIL 24, 2020

How WFM and QM combine to engage an offsite call center workforce and deliver superior CX. High-speed internet, cloud-based applications and other technologies have opened a new vista for the call center—the remote agents. Feedback mechanisms to ensure communication is a two-way street.

Contact Center 62

Contact Center Management call center workforce Average Handle Time 62

Verint

AUGUST 17, 2017

Not to be overlooked is the fact that there are also several emerging and established solutions that directly address the challenges of the changing contact center workforce. I’ll explore the impact of these solutions in part two of this blog, scheduled for September. Watch this space!

Employee engagement 30

Employee engagement Contact Center contact center workforce Gamification 30

Noble Systems

SEPTEMBER 29, 2020

How does WFO work in the Call Center? Workforce Optimization provides contact center management with total visibility into quality and performance. 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.

Management 86

Management Gamification Quality management Schedule adherence 86