All-in-One Guides:Workforce optimization guide

Working with workforce optimization software

A typical WFO suite includes a variety of call center applications and tools, each with a different purpose. In this section, you'll find expert advice, best practices and other resources for using and managing workforce optimization software in your organization. Learn about workforce management, quality monitoring (QM), call center recording, call center eLearning, call center performance management, call center scheduling, speech analytics software and customer survey software.

Call center eLearning and coaching:

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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.

  • Call center eLearning: Top 10 buzzwords

    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...

  • Automatic eLearning delivery during low call volume

    Ask the Expert -  Is there an effective way to deliver learning tools to call center agents automatically whenever there's a sufficient drop in call volume? Read Lori Bocklund's advice here.

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Call center performance management:

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Call center quality monitoring (QM) and recording:

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Call center workforce management and scheduling:

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Customer survey software:

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  • The power of real-time customer surveys

    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...

  • Customer satisfaction surveys: Building a business case

    Building a business case  -  In a recent study by Ventana Research, 79% of companies rated improving customer satisfaction as the No. 1 priority for their contact center. The challenge is to measure true customer satisfaction in repeatable and consistent surveys without...

  • Customer surveying and feedback: Top 10 headlines

    Special Report -  The best way to keep your customers satisfied is to solicit their feedback -- and act on it. Failure to do this can be catastrophic for any organization, big or small. We've gathered these headlines on customer surveying and feedback to help you make use...

Speech analytics software:

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  • Speech analytics converts call centers to profit centers

    31 May 2007

    Column -  When used properly, speech analytics applications empower enterprises to enhance customer loyalty and improve the corporate bottom line by delivering the products and services that their customers want -- when they want them, where they want them and in...

  • Speech analytics software: Top 10 headlines

    Special Report -  Speech analytics is still an emerging technology for the call center, but experts predict significant growth for the speech analytics market in the years to come. We've gathered the top headlines on speech analytics to help you decide if the technology...

  • The ROI of speech analytics for the call center

    05 May 2008

    Column -  Because speech analytics is new and relatively unknown both within the call center and across the enterprise, it can be perceived as a risky investment. But early adopters have found that speech analytics has a rapid three- to 12-month payback, high net...

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