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

  • Infonetics Ranks SIP Trunking Providers
    Infonetics Research has announced its latest ranking of the top 10 SIP trunking providers in a new North American Service Provider Scorecard report.
  • It's Not Bad News: Enterprise Telephony Market on the Decline
    It's seldom good news to lead off with "the enterprise telephony market is set to shrink 20 percent," but a few important caveats turn that from a disaster into a significant opportunity.
  • Company Culture Matters, and Workforce Management Can Help
    When it comes to running a profitable, successful company, most metrics involve things like productivity, operational efficiency, margins and the like. But here's something else that matters, which affects all of these metrics and more: Company culture.
  • The Right Employees Provide Dependable Customer Service
    It seems that for a while now, customer relations have taken a back seat in terms of what organizations think is important. In fact, it has been said that customer relations are one of the top five challenges that organizations will face this year.

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.