by Susan Leid | Nov 17, 2020 | Blog
A New User Experience for Encore WFO Customers The Encore Portal interface will be rolled out in the Encore® 8.0 release, and subsequent releases, transitioning users from the existing interface (which is hereinafter called the “Encore Classic” interface) into an...
by Susan Leid | Oct 29, 2020 | Blog
Contact centers have responded well to the demands 2020 has placed upon them by rapidly transitioning their staff to work-from-home operations. No one is sure how long these conditions will continue. So, for many, the question has become how to ensure contact center...
by Susan Leid | Sep 22, 2020 | Blog
As many of you already know, or learned from our recent Featured Training session, Encore® can be used to deliver eCoaching & eLearning assignments to agents and to analyze assignment completion in a variety of ways. The challenge for many Supervisors and Quality...
by Susan Leid | Aug 31, 2020 | Blog
The rate of transition to cloud communication technologies has accelerated, an impact of Covid-19. Many contact centers have made the transition or are investigating their options with a new intensity. But as contact centers move to Unified Communications as a Service...
by Susan Leid | Jun 30, 2020 | Blog
With many contact centers contemplating transitioning to long-term work from home operations, the role of workforce optimization software for contact centers has now become more important than ever before. Maintaining industry compliance along with high standards of...
by Susan Leid | Jun 15, 2020 | Blog
Many contact centers have shifted to at-home operations with an increasing number studying the option of making the transition permanent. The possible benefits are numerous: initial studies report at-home agents are more productive, a continuation of the COVID-19...
