Kristen Jacobson, Director of Marketing at Calabrio, discusses the value of contact center work force optimization for maximizing productivity and efficiency, agent operations and cost control. Their software supports scheduling, agent recording and analytics that when properly used helps the enterprise to deliver great customer service.
Calabrio redefines workforce optimization (WFO) with software for contact centers that is intuitive, flexible and hassles free. Calabrio ONE is the first WFO suite to draw on proven techniques of the social Web with integrated Web 2.0 based dashboard that makes effective agent, team, and performance management for any contact center.
More at http://calabrio.com/