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

  • Achieving Contact Center Success
    Managing a contact center is no easy feat. There are the needs of the workers to consider, and the imperatives from management. Sometimes these two are at outright loggerheads, and making it all work falls on the contact center manager. A report from TechTarget shows basic do's and don'ts when it comes to running that management slot.
  • Work Harder to Keep Your Contact Center Agents
    The conventional wisdom for trying to keep agent attrition down in the contact center generally comes down to cost. A constant need to replace agents costs money and time, and new agents are less skilled than experienced agents, which negatively affects the customer relationship. Make a list of the ways high attrition costs companies money, and you'd fill a piece of paper in no time at all: high recruitment and training costs for the HR department, high costs in time and money to continually train new agents, weeks of wasted time each year for managers who should be managing, lost goodwill and opportunities from customers paired with newbie agents, and low agent morale from seeing a constant revolving door of coworkers.
  • Short-Term Versus Long-Term Metrics in the Contact Center
    Is your contact center successful? It should be an easy question to answer: after all, you probably have a collection of metrics you track. Chances are also good you're tracking the wrong metrics.
  • RightAnswers Helps Customers and Support Agents Find Answers Faster
    There is a massive amount of data being generated every second of every day by consumers and organizations alike. For businesses this information provides great opportunities to learn how it affects their operations to understand their customers, the marketplace and their competitors. The launch of the new RightAnswers Community, a social customer service channel and social intranet tool for peer-to-peer support, will deliver customer service by leveraging their own knowledge within their community.

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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.