Playvox
NOVEMBER 18, 2021
Even though contact center facilities were shuttered, businesses still had to serve their customers, which meant setting up their agents to work remotely. Those with cloud contact center solutions were able to make the transition quickly. What is a cloud solution? Easily integrate with other solutions.
Calabrio
FEBRUARY 25, 2025
It provides tools for forecasting, scheduling, performance management, and workforce engagement, catering in particular to the needs of larger enterprise contact centers. Focus on enterprise-scale deployments: Verint’s solutions are often geared towards large enterprises with complex workforce management needs.
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Calabrio
MARCH 22, 2025
Managing Technology: The contemporary contact center is an increasingly digital place. The right technology is key to facilitating contact center activity and accelerating improvement. Schedule Adherence: Measures how well agents adhere to their scheduled work hours.
Noble Systems
APRIL 14, 2021
Many virtual call centers use a hosted contact center design (also known as a cloud contact center) to power their activities. Advantages of using a virtual contact center solution versus a traditional call center. Reduce upfront and operational costs.
3CLogic
NOVEMBER 10, 2021
Monitoring agent performance metrics — which includes service level, agent schedule adherence, call resolution, average handle time, and customer satisfaction — is critical for identifying opportunities to improve. Go Beyond Metrics To Offer Individualized Coaching. Understandably, complex issues are more difficult to solve.
Serenova
APRIL 19, 2020
As you contemplate a cloud contact center solution to optimize your WFH transition, remember to focus on these four features: Workforce Optimization. Workforce Management (WFM) solutions help supervisors optimize staffing and increase forecast accuracy, so they always have the right number of agents available at the right time.
Calabrio
FEBRUARY 7, 2025
Aspect Workforce emphasizes automation and efficiency, with tools for automated scheduling, adherence monitoring, and performance tracking. Key Features & Differentiators Enterprise focus: The Aspect Workforce Enterprise solution offers a feature set geared toward enterprise workforce management for distributed global teams.
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