Calabrio

FEBRUARY 25, 2025

In the 2024 G2 Grid Report for Contact Center Workforce products , NICE WFM users ranked the platforms quality of support, along with Verint WFM , among the lowest of any market leaders. Focus on enterprise-scale deployments: Verint’s solutions are often geared towards large enterprises with complex workforce management needs.

Management 52

Management contact center workforce Schedule adherence Contact Center 52

Calabrio

MARCH 22, 2025

Aspects of Oversight and Optimization Contact center management, or call center management, is the strategic orchestration of all elements within a customer interaction hub to ensure optimal efficiency, customer satisfaction, and business outcomes. Managing Technology: The contemporary contact center is an increasingly digital place.

Best practices 52

Best practices Contact Center Management Call Center 52

Calabrio

FEBRUARY 7, 2025

Below, well take a look at these solutions and provide a comprehensive look at five top Verint alternatives and competitors in the workforce management space. The Verint platform offers a robust set of workforce engagement management features, with noted strengths in quality management and monitoring, analytics, and scheduling.

Management 52

Management contact center workforce Contact Center Schedule adherence 52

Calabrio

APRIL 11, 2025

Modern Workforce Engagement Management (WEM) software , encompassing tools for efficient workforce planning, as well as quality management and performance coaching , can play a vital role here. 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

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

Playvox

JANUARY 25, 2024

Schedule adherence – When agents don’t adhere to schedules, they aren’t available to service customers as planned. However, the two main components are Quality Management and Workforce Management. This results in long wait times and abandoned conversations.

Contact Center 77

Contact Center Coaching Quality management Schedule adherence 77

CSM Magazine

JANUARY 9, 2023

The collaboration enables Salesforce Service Cloud customers to more efficiently manage forecasting, scheduling, adherence, capacity planning and long-term scheduling within Salesforce Contact Center along with the ability to easily make changes in real-time, based on Playvox’s AI insights.

Contact Center 59

Contact Center Schedule adherence Gamification CRM 59