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

  • CSI Enables Partner's Customer Experience to Shine
    It's true what they say, "team work makes the dream work." Meridian IT and CSI demonstrated this with a recent Virtual Observer deployment where the collaborative effort resulted in far more than new call recording and workforce optimization software: an exceptional customer experience.
  • Virtual Observer Adds Agent Timeline to Lineup
    Coordinated Systems, Inc. (CSI) announced a new feature for its Virtual Observer solution, which empowers management with a new level of visibility into agent performance. The new feature, "VO Agent Timeline," allows supervisors to view an agent's interactions across a timeline of captured events.
  • The EU's GDPR Mandate Will Transform Global Privacy & Security Practices
    The EU's GDPR mandate, set to go into effect in May of 2018, will transform the way global businesses manage their data, improving privacy, security and data governance practices.
  • Avaya Hackathon to Help Create Consumer Experiences of the Future
    The Avaya Hackathon just launched in India looks to give the developer community in the country tools to create next-generation applications to help businesses with their customer experience and workforce optimization.

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.