CRM WFO terms to know:
WFO terms to know
These terms will help you better understand workforce optimization and the call center technologies included in the typical workforce optimization suite.
Top Buzzwords - Providing ongoing call center agent training and coaching should be a high priority for call centers of any size. We've gathered these call center eLearning buzzwords to help you understand the basics of eLearning technology and decide if it's right for...
Podcast - Call center expert Donna Fluss gives advice on evaluating and implementing speech analytics technology in this podcast. Fluss offers an introduction to speech analytics and what its implications are for call centers.
Ask the Expert - In this call center tip from Donna Fluss, learn quality monitoring techniques and how to create a quality assurance strategy with limited staff.
02 Feb 2007
Column - When real-time customer surveying tools are used properly, they improve customer satisfaction, increase revenue, decrease customer attrition, reduce operating expenses and improve agent satisfaction and retention. Read advice from Donna Fluss on how to...
12 Aug 2004
Article - If you're not using workforce management software, experts at the ICCM conference said your contact center probably isn't running as efficiently as it could be.