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, […]
Tag Archives | Workforce Optimization
Application Suites Versus Best-of-Breed: Is Less Really More?
Changing the Face of Workforce Optimization
In Contact Centers, WFO’s Star Is on the Rise
Learn about contact center workforce optimization.
Analyzing the Workforce
Workforce Optimization Is the Optimal Goal
The Recession’s Impact on Contact Center Technology Investments 2/15/2009 By Donna Fluss Connections Magazine Printer Friendly Format View this document on the publisher’s website. Three years ago, DMG Consulting predicted that the U.S. economy would enter a recession in 2009. While we did not anticipate the massive failure of financial institutions, we were expecting a […]
Understanding workforce optimization (WFO) in the call center