Calabrio

FEBRUARY 25, 2025

Key Features & Differentiators Unified suite: Calabrio ONE integrates WFM seamlessly with quality management, business intelligence, and more, all within a single, intuitive workforce engagement management platform.

Management 52

Management contact center workforce Schedule adherence Contact Center 52

Calabrio

APRIL 11, 2025

Technology proficiency: Ensure agents can confidently navigate the essential tools, including logging into systems, using the basic functions of the CRM, handling contacts through the communication platform (phone, chat, etc.), Integrate Quality Insights Directly into Coaching Workflows Bridge the gap between evaluation and development.

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 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. WFO TERMS TO KNOW. Process Automation. Omnichannel Routing. Call Recording. Voice of The Customer. Gamification. The Noble Workforce Optimization Suite.

Management 86

Management Gamification Quality management Schedule adherence 86

CSM Magazine

JANUARY 9, 2023

Playvox, one of the leading providers of workforce engagement solutions for digital-first and CRM-centric contact centers, today announced the launch of a global collaboration with Salesforce (NYSE: CRM). For more information about Salesforce (NYSE: CRM), visit: www.salesforce.com. About Salesforce. About Playvox.

Contact Center 59

Contact Center Schedule adherence Gamification CRM 59

Playvox

FEBRUARY 27, 2023

Putting the customer at the center of decision making and operational improvements, CX leaders across the customer service industry are connecting their CRM with their workforce management systems more frequently to enable a 360 degree view of their business and their day-to-day operations.

Management 75

Management Schedule adherence Contact Center Coaching 75

Serenova

APRIL 19, 2020

Agents simply log into the CxEngage toolbar, access via their CRM or dial in on a mobile phone to begin taking calls immediately. The right quality assurance tools can make this assessment easier, keeping both agents and supervisors honest and accountable.

Schedule adherence 76

Schedule adherence Contact Center Cloud contact contact center solutions 76

Playvox

FEBRUARY 20, 2024

That’s where a Workforce Management solution moves from a “nice to have” to a “must have.” The best Quality Management (QM) systems also enable agents to provide commentary on feedback provided and dispute anything that the agent may not agree with the analyst about.

Management 88

Management Gamification Calibration Quality management 88