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

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.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

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

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Contact Center

Playvox

OCTOBER 18, 2022

Because many customer service centers’ remote work policies require agents to maintain specific performance standards , managers cite solutions such as workforce management (29%) and quality management (26%) as other contact center software they turned to.

Contact Center 69

Contact Center Management Coaching contact center workforce 69

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