Are you tired of using outdated and clunky contact center workforce software? Do you want to improve your customer service and increase productivity? Look no further! In this guide, we’ll go over the top features to look for in contact center workforce software and highlight some of the best options on the market.

What is Contact Center Workforce Software?

Contact center workforce software is a tool that helps manage and optimize the performance of a contact center’s workforce. It typically includes features such as workforce management, quality management, and performance management. These tools can help contact centers improve customer satisfaction, increase efficiency, and reduce costs.

Top Features to Look for in Contact Center Workforce Software

1. Workforce Management

Workforce management is a crucial feature of contact center workforce software. It helps contact centers schedule and manage their workforce to ensure they have the right number of agents available at the right times. Look for software that includes features such as forecasting, scheduling, and real-time adherence.

2. Quality Management

Quality management helps contact centers monitor and improve the quality of their customer interactions. Look for software that includes features such as call recording, evaluation, and scoring.

3. Performance Management

Performance management helps contact centers track and improve the performance of their agents. Look for software that includes features such as performance tracking, coaching, and e-learning.

4. Integration

Integration is key when it comes to contact center workforce software. Look for software that can easily integrate with other systems such as CRM, WFM, and WFO. This will help contact centers streamline their operations and improve efficiency.

5. Scalability

As contact centers grow, their workforce software needs to be able to scale with them. Look for software that can handle an increasing number of agents, interactions, and data.

Best Contact Center Workforce Software

1. NICE inContact

NICE inContact is a cloud-based contact center workforce software that offers a wide range of features such as workforce management, quality management, and performance management. It also includes features such as interactive voice response (IVR), automatic call distribution (ACD), and predictive dialing.

2. Genesys

Genesys is a customer experience platform that includes contact center workforce software. It offers features such as workforce management, quality management, and performance management. It also includes features such as omnichannel routing, artificial intelligence (AI), and machine learning (ML).

3. Avaya

Avaya is a communication platform that includes contact center workforce software. It offers features such as workforce management, quality management, and performance management. It also includes features such as unified communications, video conferencing, and team collaboration.

4. 8×8

8×8 is a cloud-based communication platform that includes contact center workforce software. It offers features such as workforce management, quality management, and performance management. It also includes features such as unified communications, team collaboration, and analytics.

5. Aspect

Aspect is a contact center workforce software that offers a wide range of features such as workforce management, quality management, and performance management. It also includes features such as interactive voice response (IVR), automatic call distribution (ACD), and predictive dialing.

FAQs

1. What is contact center workforce software?

Contact center workforce software is a tool that helps manage and optimize the performance of a contact center’s workforce. It typically includes features such as workforce management, quality management, and performance management.

2. What are the top features to look for in contact center workforce software?

The top features to look for in contact center workforce software include workforce management, quality management, performance management, integration, scalability, and reporting and analytics.

3. What is workforce management in contact center workforce software?

Workforce management is a feature of contact center workforce software that helps contact centers schedule and manage their workforce to ensure they have the right number of agents available at the right times. It typically includes features such as forecasting, scheduling, and real-time adherence.

4. What is quality management in contact center workforce software?

Quality management is a feature of contact center workforce software that helps contact centers monitor and improve the quality of their customer interactions. It typically includes features such as call recording, evaluation, and scoring.

5. What is performance management in contact center workforce software?

Performance management is a feature of contact center workforce software that helps contact centers track and improve the performance of their agents. It typically includes features such as performance tracking, coaching, and e-learning.

6. Why is integration important in contact center workforce software?

Integration is important in contact center workforce software because it allows contact centers to streamline their operations and improve efficiency by easily integrating with other systems such as CRM, WFM, and WFO.

7. How does scalability affect contact center workforce software?

Scalability is important in contact center workforce software because as contact centers grow, their workforce software needs to be able to handle an increasing number of agents, interactions, and data.

8. What are some of the best contact center workforce software options?

Some of the best contact center workforce software options include NICE inContact, Genesys, Avaya, 8×8, and Aspect.

9. How does NICE inContact compare to other contact center workforce software options?

NICE inContact is a cloud-based contact center workforce software that offers a wide range of features such as workforce management, quality management, and performance management. It also includes features such as interactive voice response (IVR), automatic call distribution (ACD), and predictive dialing.

10. How does Genesys compare to other contact center workforce software options?

Genesys is a customer experience platform that includes contact center workforce software. It offers features such as workforce management, quality management, and performance management. It also includes features such as omnichannel routing, artificial intelligence (AI), and machine learning (ML).

Leave a Reply

Your email address will not be published. Required fields are marked *