ChorusCX’s Workforce Optimization (WFO) solutions offer a variety of options to record customer interactions; gain insight, via analytics, into the content and results of interactions; use those insights for quality management to improve performance; and create staff schedules that allow for achievement of service level objectives, via workforce management software.
Workforce Engagement Management (WEM) expands on traditional Workforce Optimization (WFO) by focusing not only on scheduling and task management but also on keeping employees motivated, knowledgeable, and productive. Here are the key benefits:
Conversational analytics converts customer interactions into data for analysis. In contact centers, it decodes customer interactions for insights, enhancing Quality Assurance and improving agent performance.
ChorusCX is advancing the realm of customer interaction analysis with the introduction of CA in our 9.1 release.
Maintaining compliance with so many regulations may seem overwhelming, but with ChorusCX, you can be assured sensitive data is secure.
Recording is the first step in building a compliant environment and an effective workforce optimization program. ChorusCX undergoes rigorous testing to verify 100% reliability. Records are saved with associated data for easy search and retrieval and can be automatically encrypted for security.
Speech Analytics by ChorusCX produces measurable benefits that enhance the customer experience and boost agent engagement. Increase your contact center’s productivity and realize a substantial return on investment with Speech Analytics.
ChorusCX is a comprehensive contact center solution designed to optimize operations while keeping costs in check. With its advanced features and customization options, ChorusCX enables businesses to do more for less.
Companies often find themselves in a situation where their current Workforce Optimization (WFO) system has been discontinued. When this happens, contact centers must act quickly and ask the following questions before replacing their WFO system.
Are you stuck paying for an outdated call recording system with high maintenance rates? Switch to ChorusCX’s Call Recording and save big with Quality Management & Call Recording. Download the infographic to see the ways you can get more for less.
