Calabrio

FEBRUARY 25, 2025

In a 2024 G2 report based on input from real users, NICE WFMs Ease of Setup score was the lowest among leading contact center workforce software providers. Ultimately, this can lead to headaches when trying to integrate the necessary tools that go beyond basic WFM functionality. And the reports are not flexible.

Management 52

Management contact center workforce Schedule adherence Contact Center 52

Calabrio

FEBRUARY 7, 2025

Below, well take a look at these solutions and provide a comprehensive look at five top Verint alternatives and competitors in the workforce management space. The Verint platform offers a robust set of workforce engagement management features, with noted strengths in quality management and monitoring, analytics, and scheduling.

Management 52

Management contact center workforce Contact Center Schedule adherence 52

Calabrio

MARCH 5, 2025

As you measure, and attempt to optimize, your contact centers first call resolution rate, its crucial to keep benchmarks and industry standards in mind. However, research conducted by Freshworks in 2024 indicates that an FCR of about 70% represents a metric in the top 20%.

First call resolution 40

First call resolution Contact Center Analytics Morale 40

Calabrio

MARCH 7, 2025

An example of MTA in practice will be comparing the number of contacts acquired in 2025 with 2024 and getting an 8% increase. The result, which is the trend, averages out the contacts and special events, such as seasonality over the year. MTA allows teams to focus on intraday and longer-term data in generating forecasts.

Contact Center 52

Contact Center industry standards Call Center Average Handle Time 52