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Support Services from WFO Experts

Training. Configuration. Customization. Best Practices.

Our solutions implementation experts are ready to ensure that your team quickly learns how to use
Engage WFO compliance recording and workforce optimization tools to greatest advantage.
Our training, consultation, and customization to ensure your solution meets your needs.

Professional Services

Selecting Engage WFO for call recording and workforce optimization is your first step on the path to optimal operation and greater customer satisfaction. Our staff assists you in deploying and using a tailored solution that maximizes benefit to your organization.

Our experience and expertise with these tools speeds your implementation. We provide solution planning, configuration, and testing to ensure a smooth ‘go-live’ experience.

Training

Engage WFO support includes initial training for your staff to become familiar with the solution’s operation.
Training is conducted shortly after implementation. Our trainer facilitates discussion using your actual data.
This benefits staff by making the business processes more meaningful which accelerates user adoption.

  • For administrators

    Administrators (call center managers and IT/recorder staff) learn all aspects of solution operation, including setup and user configuration, maintenance, backups, and archiving.

  • For users

    Authorized users (agents, supervisors, team leads) learn to use the system based on their roles and permissions. Capabilities include searching, playing back, and downloading recordings, generating reports, and using dashboards.

  • For quality evaluators

    Quality assurance staff (supervisors, quality managers, and others scoring calls) learn how to evaluate and review agent performance. Your staff learns to create evaluations, set up coaching assignments, and administer compliance.

    Special topics include using reporting and dashboards to gather performance information and uncover opportunities for improvement and efficiency gain.

  • For business analysts

    Business analysts and schedulers learn related solution capabilities, including speech analytics and workforce management. These programs work through advanced operating practices to build a foundation to get the most from these tools.

Solution customization

Our experts work with your staff to customize your solution to address your business needs. We tailor it to support your particular workflow processes. Professional Services staff are available to integrate Engage WFO with your CRM and other enterprise systems for optimal data sharing.