CCA Radio Special on Contact Center Workforce Optimization Technologies and Best Practices

Last week VPI's very own Patrick Botz, Vice President of Workforce Optimization, was the featured guest on the weekly Contact Center Association Radio show. In his conversation with host Rich Hand, Patrick explained how integrating quality monitoring, performance management, workforce management and E-learning applications and processes can not only improve agent performance, but also drive better outcomes for the business overall. Listen to the dynamic interview here (starting at the 25 minute mark of the recorded show) to learn about technology and best practices that can help your contact center achieve it's performance, customer satisfaction and revenue goals.

What tools are you using to manage your workforce's performance? How are these tools helping you and your company achieve your goals?