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

  • Managing 'Time' vs. 'Customer' in the Contact Center
    It's a conundrum that vexes contact center managers everywhere: Where do you draw the line between giving the caller their proper attention, while keeping the Average Handling Time (AHT) to a minimum?
  • Survey: Contact Centers, Others Automating Key Workforce Management Processes
    The PeopleMatter Institute has released the results of its fourth annual "How Hourly Workforces Work" survey, and it contained some interesting insights.
  • Workforce Management Looking Strong Down the Road
    Automated training processes will help lower costs and improve skills: "Automated training processes will also gain traction, as they lower costs and improve organizational skills," observed Lucille Needham at Genesys. "Such software will help identify the skills and profiles of top performers, so that training can be provided to lower performers."
  • Better the Customer Experience by Bettering Your Employees
    One of the biggest challenges facing all companies today - but especially those in the contact center industry - is how to fully satisfy customer expectations on first contact. There's a reason for the old saying, "You don't get a second chance to make a first impression." With so many choices and so much competition available to them, customers can be fickle indeed, and will drop you at the first sign of a perceived slight. So how can you assure that their experience with you is a good one?

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Virtual Observer WFO: Training to Optimization

Workforce Optimization Software News

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.