Question: Software applications that call centers use

Tue 9 Feb 2010 - 1:36 pm UTC

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ANSWERED on Wed 18 Nov 2009 - 2:34 pm UTC by easterangel

Question: Software applications that call centers use

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Asked by dfpd on Wed 18 Nov 2009 - 12:12 pm UTC:

I need a list of software applications that call centers use to manage and
EVALUATE their employees. There are two types of applications I am
interested in (I at least two applications for each; they can overlap):
1) applications that are used for workforce management (specifically used
by call centers)
2) applications that are used to evaluate recorded calls

Uclue Researcher Answer by Researcher easterangel on Wed 18 Nov 2009 - 2:34 pm UTC:

Hi dfpd!

The following links provide the answers and options for the two questions
you have.

1) applications that are used for workforce management (specifically used
by call centers)

"Why Aren't YOU Using Workforce Management?" By Harry Sheff
http://www.callcentermagazine.com/GLOBAL/stg/commweb_shared/shared/article/showArticle.jhtml;jsessionid=P4JK24TTANDTJQE1GHRSKHWATMY32JVN?articleId=185303344&pgno=1



2) applications that are used to evaluate recorded calls

"Today's Call Center Recording"
http://www.connectionsmagazine.com/suppliers/call-recording.html


I hope these will be of help. In case you have a question as regards my
answer, just ask for a clarification.


Regards,
Easterangel

Accepted and rated by dfpd on Sat 21 Nov 2009 - 10:35 pm UTC:

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