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

  • Acquisitions in Workforce Optimization Software Market Drive Better Solutions
    Access to cloud computing is a growing priority for enterprises throughout the world. And while some have embraced it with open arms, others sat back and waited for the kinks to get worked out before they jumped. Now, with access to solutions like workforce optimization software, and partnerships between key players, it only makes sense to adopt a roadmap this next level of innovation.
  • Virtual Observer Delivers Workforce Optimization Software for Avaya IP Office 10 Environments
    People power the contact center, make no mistake. In most cases, customer service agents serve as the first point of customer contact, with loyalty and more hanging in the balance. For this reason, firms are moving in a decidedly omni-channel direction and workforce optimization is a key ingredient to a healthy bottom line and happy customers.
  • Uniphore Launches New Version of auMina Speech Analytics
    It's never really enough to know what someone said. Knowing how they said it is every bit as important, and that makes for a clear demand for speech analytics tools. Uniphore Software Systems recently brought out its new auMina 2.4 update, and with it, users will have a much better handle on the how as much as the what of what's said on a customer call.
  • Genesys Named as Leader in Two Forrester Reports
    It's a great time to be a part of the Genesys team. The company prides itself on helping organizations create omnichannel customer experiences, journeys and relationships. Its overall mission is to provide the best customer experience and contact center solutions and, apparently, it's doing a pretty impressive job. The company announced at the opening day of its annual Genesys G-Force 2016 user event that it has been recognized as a "Leader" in two new reports from Forrester Research.

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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.