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The Workforce Optimization Market Adapts to Ever-Changing Rules of the Road

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A Channel is a Channel

By on November 7, 2019 in Channels [Contact Center], Newsletter, Omni-Channel Contact Center, Servicing Applications, Technology
A Channel is a Channel Headlines shout the power and benefits of the newest “servicing” channels – one day it is social media and the next it is chat. In fact, no single channel is more important than another. What matters is that customers, prospects, partners, and everyone else receives a response in their channel [...]
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Call Tracking Can Bring Marketing and Customer Service Together

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Cloud-Based Contact Center Infrastructure Selection Decision Framework (whitepaper)

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Call Tracking: Where Phone Calls Enhance Digital Marketing and Service

By on July 31, 2019 in Newsletter, Technology
Call Tracking: Where Phone Calls Enhance Digital Marketing and Service This year we decided to cover a niche IT sector, call tracking, which is growing in importance due to the digital transformation occurring in organizations worldwide. Call tracking is currently attracting a great deal of interest because of its ability to deliver significant improvements in [...]
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The Advantages of Analytics-Enabled Quality Management

By on July 16, 2019 in Analytics-Enabled QA, Newsletter, Speech Analytics, Technology
The Advantages of Analytics-Enabled Quality Management For most of the past 40 years, contact centers have performed quality management (QM) the same way. Calls are identified for evaluation from recordings, and then a QM specialist listens, assesses and completes a monitoring form for each of them. While traditional QM applications have been enhanced over the [...]
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Is It Time to Invest in AI, Machine Learning, and Speech Technologies for Your Contact Center?

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Workforce Optimization Ushers in the Real-Time Contact Center

By on April 16, 2019 in Artificial Intelligence, Automation, Posts, Real-Time, Technology, WFO Suites

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, […]

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Analytics-Enabled Quality Management Improves CX, Agent Engagement and Bottom Line (whitepaper)

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Self-Service Maturity Model: Gaining a Competitive Advantage from Self-Service (whitepaper)

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What’s New with Workforce Management?

By on October 16, 2018 in Newsletter, Technology, Workforce Management
What's New with Workforce Management? 2018 is the most exciting year in decades for the WFM market, with developments in innovation, interest and investment. Vendors are delivering innovation in the form of better user interfaces (UIs) that offer a much-improved experience without sacrificing function. These interfaces are delivering enhanced tools that engage agents and give [...]
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