Workforce optimization (WFO) means using data to improve agent performance, reduce costs, and deliver better customer experiences. Contact center workforce optimization has two pillars: workforce ...

Aspect Software has introduced a series of software modules under one suite aimed at optimization performance in the contact center. The modules are for workforce management, recording and quality ...

A call center is a specialized facility that is used by organizations to handle customer interactions. All incoming and outgoing calls to customer support, telemarketing, and sales services are ...

In an analyst briefing last week, Cisco Systems Inc.’s Webex shared updates from across its suite of offerings. Today’s AnalystANGLE conversation features a conversation with Zeus Kerravala of ZK ...

The business environment has changed dramatically over the past 20 years. Companies have moved from a product focus to a customer-service focus, driven in large part by the popularity of the Internet, ...

DUBLIN--(BUSINESS WIRE)--The "North American Contact Center Workforce Optimization Market" report has been added to ResearchAndMarkets.com's offering. Workforce optimization (WFO) drives performance, ...

Customers are in charge now, so should more companies invest in their contact centers to help improve the front lines that keep those customers happy? Gartner's "Magic Quadrant for Contact Center ...

“With more channels, more devices and more systems to connect to, the tasks of planning and analyzing today's contact center interactions continues to become more complex,” said Paul Stockford, ...

The benefits of workforce optimization have been proven, but nonetheless these technologies are growing in popularity slowly. According to analysts, the reluctance to purchase these solutions is based ...

CAMARILLO, Calif.--(BUSINESS WIRE)--VPI (http://www.VPI-corp.com), a world leader in the development of innovative, integrated interactions recording and workforce ...

The Financial Services industry has relied on contact centers for decades—but traditional solutions aren’t keeping up with customer expectations for instant, personal engagement, nor are they able to ...

"Your call is very valuable to us please stay on the line until one of our busy advisors becomes available to take your call". An all-too familiar initiation to the world of helpdesks and customer ...