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 Featured Articles

  • Work Smarter, Not Harder, in the Contact Center
    Those who work, and especially manage, in the contact center business are all too familiar with the problems and complaints inherent in that line of work: high stress, long hours and ungrateful callers are just a few of the myriad number of issues.
  • Increasingly Distributed Contact Centers Can Learn From Field Service Operations
    The fact that contact centers are increasingly distributed across the organization, the state, the country or even the world makes people management challenging at best.
  • Keep Your Call Center Workers by Keeping Them Engaged
    One of the major problems facing any business today is employee turnover, and no place shows more evidence of that than in call centers. Ask anyone involved in the hiring process, and they'll tell you that some centers have a nearly 100 percent turnover rate annually. It's a costly, vexing problem for many, but it doesn't have to be that way.
  • New Business Problem: Managing Contingent Workers
    The advent of mobility has added extra challenges to the task of workforce management, and that's the easy part; even more complicating than a mobile workforce is the rise of contingent labor within a company.

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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.