Customer Support Employee engagement Schedule adherence 
Calabrio
FEBRUARY 25, 2025
From complex setup and integration processes to concerns about pricing, reporting limitations, and customer support challenges, organizations may find themselves seeking alternatives that better address their workforce management needs. Capterra user The customer support is the worst I’ve ever dealt with.
Calabrio
FEBRUARY 7, 2025
Customer Support Another common and long-term issue cited by Verint detractors is a customer support team that can be extremely slow to respond. In the 2024 G2 Grid Report for Contact Center Workforce products , Verint users ranked the platforms quality of support among the lowest of any market leaders.
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Playvox
NOVEMBER 15, 2022
For contact center managers, this phrase rings in their heads each time they create a forecast, build a schedule, or track schedule adherence. . Working efficiently becomes even more important when costs are rising, agents are hard to hire, and customer service expectations are higher than ever before.
Calabrio
APRIL 23, 2025
When we recently asked global CX leaders what they expected AI to deliver in their contact centers, their answers were clear: 83% said AI would enable 24/7, omnichannel customer support. 71% said AI will unlock deeper customer insights, enabling contact centers to anticipate needs and deliver hyper-personalized experiences.
Serenova
AUGUST 25, 2020
This article provides a roadmap for how call centers can leverage workforce management solutions to optimize customer experience and employee engagement. Workforce Management (WFM) refers to the process of maximizing performance and employee contributions within an organization. Supports schedule compliance.
Playvox
JULY 31, 2023
Ensuring that employees can be a part of managing their schedule has big benefits. Improved Efficiency Getting your staffing levels right and creating a balanced workload across all of your customer service channels is crucial. The more organizations can do to encourage this, the better.
Playvox
JANUARY 11, 2024
The key functions of contact center workforce management are: Long-term capacity planning Interaction volume forecasting Staff scheduling Intraday management Historically call center managers maintained spreadsheets for agent forecasting and scheduling. The result—it’s easier to build schedules and manage the daily fluctuations 3.
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