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

  • Avaya and Salesforce Service Cloud Deepen Ties
    The contact center is in the midst of some major renovations - technologically speaking that is. From workforce optimization software to machine learning and the utilization of analytics, this is not your father's contact center. This week, we saw news for Avaya Engage highlighting the innovation at hand, as Avaya announced an expanded partnership with the Salesforce Service Cloud.
  • Frontline to Sell Verint WFO Software in the Netherlands
    Frontline recently announced that it will start selling Verint's WFO software solutions across the Netherlands, in the hopes of creating better customer experiences.
  • Use Call Recording to Improve the Customer Experience
    There are a variety of ways you can use call recordings within the context of workforce optimization to improve quality.
  • A Great Customer Experience Is Every Department's Duty
    Workforce optimization solutions can help contact centers meet their performance metrics and ensure they're not paying to over-staff while simultaneously ensuring that the customer experience isn't suffering in an effort to keep costs down.

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.