Aspect

JULY 15, 2020

On July 14, Aspect released a new version of the Aspect Workforce Optimization Suite including Workforce Management (WFM) , Quality Management (AQM) and Performance Management (APM). Aspect delivers on that need in W orkforce Optimization Version 20. .

contact center workforce 118

contact center workforce Contact Center Real estate Average Handle Time 118

UJET

JULY 7, 2020

Cloud-based customer service platforms have significantly helped companies rapidly transition their workforce without compromising the reliability to serve their customers. Other support tools, like workforce management and quality management, are following as well. The segmentation of tools leads to silos.

Customer Support 106

Customer Support contact center workforce Quality management Contact Center 106

Noble Systems

SEPTEMBER 29, 2020

In the contact center, WFM provides the necessary metrics to gain insights into the number of agents and supervisors with the right skill sets that are required to complete the work at any given time of day, week or month. What is Workforce Optimization (WFO)? Workforce Management. Quality 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? Monitoring and scoring calls—these quality assurance (QA) tasks are constant at nearly every contact center. Group QA metrics into tiers, representing milestones toward interaction mastery. But QA can be so much more!

Morale 48

Morale Quality management contact center workforce Employee engagement 48

Monet Software

NOVEMBER 11, 2020

How to treat employee burnout and reinvigorate call center engagement for the long haul. Do you feel it spreading through your contact center workforce? Unusually negative reactions to managers and coworkers. Declining customer satisfaction ratings and other metrics. Loss of confidence.

Morale 100

Morale Agent burnout Contact Center Coaching 100

NICE inContact

JULY 12, 2016

Keyword mining, trend analysis and targeted quality management (QM), can unleash the full power of your contact center data and provide key insights into your contact center operations. First Call Resolution (FCR) is a metric all contact centers are looking to improve.

Interactive Voice Response 48

Interactive Voice Response First call resolution contact center workforce Contact Center 48

Hodusoft

NOVEMBER 29, 2022

Choosing the right contact center software is essential for success. This blog post lists the top 10 contact center solutions that gained a lot of popularity in 2022 and are poised to keep up the momentum in 2023 and beyond. Cons : Some reports of technical issues. Unavailability of pricing plans.

Contact center software 40

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