Playvox

JANUARY 25, 2024

Automation solutions go hand in hand with workforce optimization, and are in fact, sometimes synonymous with WFO. Workforce optimization tools automate the operational performance management processes, providing added muscle to workforce management (WFM), quality management (QM), agent coaching , analytics, and reporting.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

Verint

DECEMBER 15, 2017

The latest technology to feel the touch of automation is quality management—the most widely deployed and utilized solution in the U.S. contact center industry, and likely the global contact center industry. contact center industry. contact center industry.

Quality management 29

Quality management Call Logging Management Employee engagement 29

NICE inContact

JULY 12, 2016

Keyword mining, trend analysis and targeted quality management (QM), can unleash the full power of your contact center data and provide key insights into your contact center operations.

Interactive Voice Response 48

Interactive Voice Response First call resolution contact center workforce Contact Center 48

NICE inContact

OCTOBER 25, 2019

An often overlooked approach is to transition workforce optimization functions to the cloud, while keeping your ACD and PBX on-premises. You can stay in compliance AND take advantage of more modern workforce optimization functionality in the cloud. No two cloud transformations are identical.

Contact Center 48

Contact Center contact center workforce Cloud contact Quality management 48

Playvox

OCTOBER 18, 2022

Because many customer service centers’ remote work policies require agents to maintain specific performance standards , managers cite solutions such as workforce management (29%) and quality management (26%) as other contact center software they turned to.

Contact Center 69

Contact Center Management Coaching contact center workforce 69

Fonolo

MAY 7, 2015

If you want your call center or department to be successful, it’s just not enough to ensure it’s working well or adhereing to some abstract call center management best practices. It’s an essential part of quality management in a call center. Pick up a headset and get talking!

Call Center 126

Call Center Management Contact Center Coaching 126

Verint

JUNE 6, 2017

Attendees hosted sessions and exchanged best practices on topics including voice of the customer, desktop and process analytics, automation/robotics, employee engagement, quality management, back-office and branch operations, compliance recording and workforce management.

Employee engagement 34

Employee engagement Quality management Analytics Best practices 34

DMG Consulting

APRIL 5, 2017

Most contact center managers agree that there is ample opportunity to improve their workforce management (WFM) solution, their WFM best practices, and most likely both. View this document on the publisher’s website.

Contact Center 48

Contact Center Service level Consulting Consulting 48

Calabrio

MARCH 7, 2025

Brush up on the basics of contact center forecastingor skip ahead to dive into common pitfalls, best practices, and tips sourced straight from our experts. Table of Contents What is contact center forecasting? Why is accurate call center forecasting so important?

Contact Center 52

Contact Center industry standards Call Center Average Handle Time 52