Noble Systems

SEPTEMBER 8, 2020

Other essential software technologies to consider for your cloud-based contact center include WFM for schedule optimization; analytics to uncover trends and assist agents during a transaction; and advanced IVR to create new flows or self-service programs to enrich the customer’s experience.

contact center workforce 76

contact center workforce Best practices Contact Center Gamification 76

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. In 2023, Genesys began offering the standalone Genesys Cloud EX solution focused on employee engagement. And the reports are not flexible.

Management 52

Management contact center workforce Schedule adherence Contact Center 52

Noble Systems

SEPTEMBER 29, 2020

WFO is not just a single component; it bridges the span of the contact center to tie activities into an integrated strategy, working towards common business goals. A call center is a centralized site that is equipped to large volume of customer contacts – both incoming and outgoing – for an organization.

Management 86

Management Gamification Quality management Schedule adherence 86

Calabrio

MARCH 22, 2025

Managing People: Workforce Management in the Contact Center Despite the digital transformation of contact centers and the even more recent rise of artificial intelligence, contact centers are still fundamentally fueled by human action.

Best practices 52

Best practices Contact Center Management Call Center 52

Serenova

FEBRUARY 11, 2019

The best customer experience strategy, especially if your customer base is multi-generational, is a range of self-service options as part of an omnichannel offering. For best results with on-boarding, you may want to leverage on-demand, self-learning that is highly interactive, mobile-responsive and self-paced.

Contact Center 40

Contact Center contact center workforce Self service Employee engagement 40

Hodusoft

NOVEMBER 29, 2022

The US-based contact center software provider has three top contact center software—Cloud CX, which is a unified contact center platform on the cloud, Genesys DX, an AI-powered platform for designing self-service, and Multicloud CX for personalized experiences and hybrid environments.

Contact center software 40

Contact center software Contact Center Interactive Voice Response contact center solutions 40

Verint

OCTOBER 30, 2017

Attendees will learn how to proactively engage their communities to solve their issues before they become complaints, as well as raise awareness of social care channels and facilitate self-service, identify customers and potential issues on social networks, and learn when it’s appropriate to engage and when it is not.

Contact Center 6

Contact Center Self service Best practices Coaching 6