call center workforce Coaching Quality management Self service 
Tenfold - Contact Center Blog
DECEMBER 28, 2017
Humana deployed artificial intelligence software trained to detect conversational cues, to coach call-center agents and supervisors, in real-time, when calls with customers were going awry. BI frees managers to do the job they were hired to do: manage call center agents.
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. How does WFO work in the Call Center? Workforce Optimization provides contact center management with total visibility into quality and performance.
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