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. As a result, customer reviews of the NICE WFM setup process leave much to be desired. And the reports are not flexible.

Management 52

Management contact center workforce Schedule adherence Contact Center 52

Monet Software

MARCH 10, 2021

The contact center workforce was already going remote. The call center industry was beyond the experimental phase of work-from-home before COVID-19 hit. Numerous companies had adopted it as their sole workforce model, among them many SMBs that found in remote agents a flexible, low-overhead workforce option.

Contact Center 118

Contact Center call center workforce contact center workforce Morale 118

Calabrio

MARCH 25, 2025

Why it matters: Consistent adherence ensures adequate staffing levels, minimizing wait times and maintaining service level agreements. Why it matters: This metric is a general measurement of productivity and efficiency but must be balanced against quality. Book a free demo today.

Call Center 52

Call Center Metrics Abandon rate Coaching 52

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. Workforce Management. Quality Management. The Noble Workforce Optimization Suite. WFO TERMS TO KNOW. Process Automation. Omnichannel Routing. Call Recording.

Management 86

Management Gamification Quality management Schedule adherence 86

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To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. about their digital customer communication strategies. Read the report to find out what was uncovered.

Contact Center

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

Fonolo

MAY 7, 2015

It’s an essential part of quality management in a call center. Doing so will give you a better understanding of the challenges your agents face and will help you tweak your call center strategy. There's nothing more frustrating as an employee than having a manager that isn't on top of their own tasks.

Call Center 126

Call Center Management Contact Center Coaching 126