All-in-One Guides:Workforce optimization guide
Working with workforce optimization software
Call center quality monitoring (QM) and recording
Quality monitoring and recording are the core modules in a workforce optimization suite. Learn how call center quality monitoring and recording can help you manage on-premise and remote call center agents in this section.
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Are there call recording tools for monitoring remote agents?
Ask the Expert - Expert Donna Fluss gives an overview of the technology available to monitor, coach and support remote call center agents.
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Quality management as a call center industry standard
Ask the Expert - Quality management is becoming more common in the call center, yet some industries handle monitoring differently, and some industries are more restrictive in monitoring than others. Read advice from call center management expert Donna Fluss in this tip.
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The decision maker's guide to contact center quality management
06 Oct 2005
Article - Contact center industry expert Donna Fluss of DMG Consulting reviews 11 vendors in this exclusive report exploring the quality management and liability recording market.
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The decision maker's guide to contact center quality management, part 2
12 Oct 2005
Article - Contact center industry expert Donna Fluss of DMG Consulting reviews 11 vendors in this exclusive report exploring the quality management and liability recording market.
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