Call Center Workforce Optimization Software Reviews

Workforce optimization (WFO) software is a program suite that combines recording, quality management (QM) and other call center technologies into one console to oversee call center performance. A WFO suite typically includes tools for workforce management, quality monitoring, liability recording, coaching and eLearning, performance management, surveying and speech analytics. The technology brings together and reports on many different functions within the enterprise – from the call center to the back-office. According to one industry expert, WFO technology can be valuable to the enterprise because it delivers actionable insight that can help optimize the call center.

Features:-

• Workforce Management - Create more accurate forecasts, develop more effective call center schedules and increase agent adherence - Contact Center Workforce Management, Back Office Workforce Management, Helpdesk Management
• Quality Monitoring - Monitor customer interaction to consistently deliver great service and improve customer satisfaction  - Call Recording, PCI Compliance, Quality Management, Screen Capture
• Desktop and Speech - Increase productivity, provide better customer service and comply with legal requirements
• Performance Management - Easily track, analyze and manage agent, group and center performance to optimize customer service -Key Performance Indicators (KPI), Dashboards, real-time alerts and reports

Benefits:-

• Affordable - Low monthly fee, minimal capital investment, no hidden costs
• Fast set up - Get started within 30 days, easy to learn and use
• Complete functionality - Forecasting, Scheduling, performance management, call recording, quality assurance, and more
• IT friendly - Secure and cloud-based, minimal IT management
• Proven results - Improved service levels, reduced costs and lower agent turnover.