Workforce management provides a platform for optimizing the performance of operators’ contact centers by enhancing their ability to accurately forecast, schedule and monitor agents’ activities. This offers measurable improvement in customer service, as well as cost savings resulting from more efficient schedule utilization. Workforce management also supplies real-time information about agents’ adherence to their schedules to let operators better manage the performance of their employees and their operation allowing contact center managers to analyze their call workflow, improve service levels, and reduce center costs by creating efficient employee schedules.

The main concern of any call center is the Quality of Service (QoS) which it offers and the level of efficiency at which it operates. In an effort to be more proactive in controlling the level of service which any call center provides, call recoding and quality monitoring should be implemented. This is where SpeechLog recording systems provides a fair and comprehensive solution. The SpeechLog recording systems provides the ability to record call center agents’ phone interactions to evaluate the level and quality of service which is being offered as well as monitor the agent’s desktop screen activity during any call. Seamlessly combined, SpeechLog performs synchronous playback of the audio file and screen captured video providing the facility for supervisors to manage and analyze the QoS as well as to set the appropriate strategy for implementing a better call center.