Remove Call Center Remove contact center workforce Remove Gamification Remove Quality management
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Workforce Optimization Ushers in the Real-Time Contact Center

DMG Consulting

It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. Thirteen years ago, DMG Consulting published the book The Real-Time Contact Center. who interact with them.

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Defining WFO. (Hint – It’s Not Just About Workforce Management)

Noble Systems

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.