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

  • SHAG Taps InIn, Which Genesys Closed
    Genesys announced that it has completed its previously announced acquisition of Interactive Intelligence. And late last month Interactive Intelligence was apparently given the green light to discuss its Senior Housing Assistance Group Community Life Foundation customer win.
  • Sophisticated Customers Use Omnichannel as a Criteria for Buying
    Companies need to make sure they are properly combining their online and offline data into a unified stream and have the ability to understand and analyze their customer journeys. They also need to ensure that their workforce is properly optimized to handle the ways customers expect to communicate.
  • Hearing Devices Startup Finds Optimal Staffing Levels with Virtual Observer
    Listen Clear, a startup that provides affordable hearing devices, had a need for an inexpensive and scalable workforce optimization software that could handle their spiking staffing numbers and help them field all calls.
  • CYARA Helps Accelerate Customer Experience Innovation
    CYARA exists to help organizations accelerate customer experience innovation. The company does that by helping its customers design; build; and do integration, load, regression, and user acceptance testing on customer service capabilities.

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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.