Tenfold - Contact Center Blog

DECEMBER 28, 2017

Workforce management software is used to forecast the volume of calls (or other interaction types, like emails and chat sessions). Quality management applications are used to measure how well call center agents adhere to internal policies and procedures.

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call center workforce Call Center Technology Management 54

Calabrio

MARCH 22, 2025

Theres also much work to be done in managing and improving processes the workforce is involved. Managing Technology: The contemporary contact center is an increasingly digital place. Leverage advanced forecasting and scheduling tools Meeting customer demand with optimal efficiency is both art and science.

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Noble Systems

SEPTEMBER 29, 2020

WFO is often used by call centers to improve workforce management and agent performance – and in turn, the customer experience. How does WFO work in the Call Center? Workforce Optimization provides contact center management with total visibility into quality and performance.

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Management Gamification Quality management Schedule adherence 86

Monet Software

NOVEMBER 6, 2019

Workforce engagement management, a relatively new term in the market, combines solutions that help drive employee engagement through listening to the voice of your employee. Workforce management is one critical component to implementing a full-blown workforce engagement management strategy in your contact center.

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JustCall

JANUARY 19, 2023

Call centers are established to meet the demands of customers. A good call center optimization can match the customer’s expectations with the best level of customer service. With the help of contact center optimization, the business manages its regular call center operations and improves employee engagement.

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Best practices Call Center call center workforce Abandon rate 52

Monet Software

APRIL 24, 2020

How WFM and QM combine to engage an offsite call center workforce and deliver superior CX. High-speed internet, cloud-based applications and other technologies have opened a new vista for the call center—the remote agents. Switching to an entirely remote workforce can solve many staffing challenges.

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Contact Center Management call center workforce Gamification 62

NobelBiz

JUNE 4, 2024

Unlike sales or technical support call centers, the primary focus of a customer service call center is to address customer inquiries, resolve issues, and provide general support to enhance customer satisfaction and loyalty. These features help ensure that customer interactions meet the company’s standards.

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