It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. The call center liability recording/quality assurance market has evolved into the contact center workforce optimization (WFO) market, encompassing 13 application sectors: omnichannel recording; quality management; workforce management; coaching; e-learning; surveying/voice of the customer (VoC); performance management; speech, […]
Archive | Real-Time
It’s Time to Replace the Annual Performance Appraisal
By DMG Consulting on August 24, 2016 in Contact Center, Performance Management [Contact Center], Publications, Real-Time