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 ...

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 ...

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 ...

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 ...

FRANKLIN, Tenn.--(BUSINESS WIRE)--Eleveo has joined Zoom’s ISV Partner Program and is integrating its Workforce Optimization (WFO) software suite with Zoom Contact Center, the company’s omnichannel ...

“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 ...

Just as CRM magazine debuted the workforce optimization (WFO) suite category in its April 2008 Service Awards issue, the analyst community has likewise been paying more attention to the umbrella term, ...

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 ...

Aspect Communications Corp., RightForce and Blue Pumpkin Software Inc. are all scheduled to unveil call center workforce optimization solutions this week designed to help companies ensure their call ...

Mason Companies, a catalog-oriented retailer with 11 brands encompassing footwear, apparel, gifting and food, knows the importance of providing contact center agents with all the information they need ...

"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 ...