Call Recording & WFO Solutions for PBX VENDORS
Call Recording & WFO Solutions for HOSTED VoIP VENDORS
Call Recording & WFO Solutions for CALL CENTER OUTSOURCERS
Call Recording & WFO Solutions for BPOs

Workforce Optimization Software Articles

  • How Harry & David Ensures Quality During the Holiday Season
    The Lake of the Ozarks in central Missouri offers a variety of fun things to do, whether you like water sports, hiking, eating or shopping. It's a favorite destination for my sister and I when we meet to celebrate our birthdays for the year each fall. We always plan for a stop at the outlet mall where we have to spend time at Harry & David.
  • Why You Can't Afford to Skip 'Social Listening'
    There are many companies struggling to get social media right. A small handful of companies seem to have a magic touch when it comes to social media, and they wield it like the popular kids in high school used their social skills to make the rest of us feel awkward. Even for the most successful companies, it's far from an effortless process. While no one is expecting you to develop an award-winning social media campaign overnight, at the very least, you should be engaging in what's called "social listening."
  • Gamification Helps Boost Employee Engagement and Knowledge
    While every contact center needs to engage in agent training on a regular basis, not all contact center work is created equally. When the products and services sold are more technical - imagine a wireless company that sells many different models of phones as well as voice plans and data plans - the training, both initial and ongoing, becomes far more complex and workers need larger knowledge bases to be able to find the answers they need for customers' questions.
  • How Call Recording, Dashboards & QM Can Enhance the Contact Center
    Call recording and quality monitoring can go a long way toward improving the performance of agents in the contact center, according to a new white paper from Coordinated Systems Inc.

Video Showcase

Virtual Observer WFO: Training to Optimization

Featured Whitepapers

  • Creating Accurate Forecasts in Enterprise Workforce Management
    Social networks have changed business. This goes without saying. But what social networks also have done is highlight the fundamental importance of the customer experience when it comes to product and brand marketing.
  • Top 10 Ways To Boost Contact Center Agent Performance
    This white paper touches on the ways your contact center can improve agent performance by using a call recording and quality monitoring solution. Improving agent performance has many benefits, including creating a healthy work environment, where teams of agents can collectively strive to achieve common goals. It also makes sense that improved agent performance will also yield an improved customer experience.
  • Benefits of Call Recording & Call Monitoring for a Call Center
    This white paper touches on the many benefits your call center will receive when choosing to implement a call recording and call monitoring system. Beyond compliance concerns, there are also quality assurance gains to be leveraged from your recorded calls. Your recordings become assets, an inventory of data from which you can find emerging trends, performance flaws, identify your team's superstars, and ultimately, maximize your center's opportunities creating an environment of stellar customer service.