contact center solutions Employee engagement Quality management Service level 
Playvox
JANUARY 25, 2024
Automation solutions go hand in hand with workforce optimization, and are in fact, sometimes synonymous with WFO. Workforce optimization tools automate the operational performance management processes, providing added muscle to workforce management (WFM), quality management (QM), agent coaching , analytics, and reporting.
JustCall
MARCH 9, 2023
Some of its key features are: AI-based self-service Omnichannel and workforce engagement Collaboration tools Customer experience analytics Pros: The power of AI can be utilized to enhance service levels of various aspects of call centers, including training, analytics, fraud detection, agent assistance, etc.
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Serenova
MAY 29, 2020
Monitor interactions to identify exactly where agents are delivering great service while uncovering opportunities for training and coaching. A cloud contact center solution is the default choice for contact centers focused on improving customer experience, and its benefits have never been clearer than now.
Serenova
MAY 29, 2020
Components of an effective WFO system include: Workforce Management ( WFM ) for intelligent staffing and scheduling based on real-time forecasts and historical data. Quality Management for call center recording software and screen recording to effectively monitor, evaluate and coach agents. Smart Quality Management.
Playvox
FEBRUARY 2, 2022
According to HBR researcher Keith Ferazzi, the total organizational costs of employee turnover range from 100 and 300 percent of the employee’s salary , when recruiting and onboarding are factored in. In short, you need a solid employee engagement program. Preventing Agent Burnout.
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