call center workforce Customer Service Quality management Scripts 
Tenfold - Contact Center Blog
DECEMBER 28, 2017
Predictive analysis of an agent’s performance is achieved by establishing patterns to capture good and poor agent performance in order to gauge an agent’s level of customer service. Many call centers use speech analytics to aid in enforcing adherence to a preapproved conversation script.
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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