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

  • Best Processes Assure Optimal Work Efforts, Happy Customers
    Customer support excellence is a necessary goal. Customers are far less loyal than they once were, and they have many other options if a company doesn't please them.
  • Cisco Revolutionizes Employee Training with the Cloud
    While Cisco might be to networking what Microsoft is to desktop software, even Cisco can't resist moving to the cloud. That means retraining nearly 14,000 employees around the world, according to TechTarget's SearchFinancialApplications.
  • Contact Center Solutions Provider 3CLogic Lauded for Cloud Efforts
    The expansion of the cloud continues unabated, and those that are making the most of it are starting to get the recognition they deserve.
  • Workforce Optimization Gaining Market Share in the Enterprise
    With contact centers everywhere looking for an edge to stay ahead of competitors, every little bit helps. One area that is receiving increased scrutiny is workforce optimization (WFO), where employers endeavor to get the most out of their staffers while still keeping everyone motivated and on task. It's a fine balancing act but one that can pay big dividends when properly implemented.

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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.