Show:
WFO Competitors
QM Packages
WFM Packages
WFO Packages
WFO Solves Business Problems
100
The DMG (analyst firm) marketing ranking of the Verint WFO solution you will be offering
What is first?
100
The product, included in both QM packages, that provides consolidated key performance indicators for everyone from agents to senior managers
What is Scorecards (or performance management Scorecards)?
100
The meaning of the terms, and difference between, WFM and WFO
What is WFM means Workforce Management, which is the forecasting and scheduling component of WFO, and WFO means Workforce Optimization and refers to the entire suite which includes QM, Recording, eLearning and Scorecards?
100
Name all the components of the inContact WFO 2.0 Package
What are QM, Coaching, WFM, and Basic Scorecards?
100
The WFM packages solve this business challenge by suggesting the right number of agents on the right tasks at the right times based on predicted call volumes
What is scheduling/ scheduling management?
200
The inContact Competitor who followed inContact's Verint announcement with an offering of NICE WFO
Who is Five9?
200
The product, included in both QM packages, that manages the feedback and development process between an agent and their supervisor
What is Coaching (or Coaching Management)?
200
Name all the components of the inContact WFM 2.0 Package
What are Forecasting & Scheduling, Advanced Adherence and Time off Manager (or just "WFM" for those three) and Basic Scorecards?
200
Name all the components of the inContact Advanced WFO 2.0 Package
What are QM, Coaching, Forecasting & Scheduling, Advanced Adherence and Time off Manager (or just WFM for all three), Content Producer, Lesson Management (or just eLearning for the two), and Advanced Scorecards?
200
The WFO Packages solve this by minimizing the agents required to meet SLA, providing visibility into agent behaviors that may be costing money and reducing manpower for training
What is reduce costs?
300
The second-largest WFO provider behind Verint
Who is NICE?
300
The product, included in the Advanced QM package, that creates and manages the delivery of training content to the desktop
What is eLearning? (or What is Content Producer? or Learning Management?)
300
Name all the components of the inContact Advanced WFM 2.0 Package
What are Forecasting & Scheduling, Advanced Adherence and Time off Manager (or just "WFM" for those three), Content Producer, Lesson Management (or just "eLearning" for those 2) and Advanced Scorecards?
300
Two business benefits of choosing Integrated WFO
What is...?
300
WFO packages solve this by having agents on the right task to maximize opportunity, measuring and teaching the most effective techniques from top performers and tracking KPI
What is increase sales/collections?
400
Other than Verint and NICE, name 5 other WFO providers in the market today
What is.....
400
Name all the components of the inContact QM 2.0 Package
What are QM, Coaching and Basic Scorecards?
400
The typical size (number of seats) at which a call center begins to need WFM technology
What is 40 seats?
400
The percent of call centers Gartner claims will buy WFO as a suite solution in 2012
What is 40%?
400
The QM packages solve this common call center problem by determining causes of repeat calls, tracking KPIs and training/coaching to correct the behavior asociated with the problem
What is improve First Contact Resolution?
500
Name 3 other providers (primary WFO of CC infrastructure) who claim to offer a "hosted WFO" solution
What is...
500
Name all the components of the inContact Advanced QM 2.0 Package
What are QM, Coaching, Content Producer, Lesson Management and Advanced Scorecards?
500
Three reasons inContact WFM is better than Interactive Intelligence WFM
What is... TBD
500
Name five standard business integrations between inContact WFO applications
What is... QM, play back calls from Adherence, Adherence to scorecard, eLearning events into schedule, Coaching events into schedule, trigger Coaching from QM, trigger eLearning from QM...?
500
WFO packages solve this by improving wait times with proper scheduling, ensuring and educating agents on the right behaviors for customer engagement and tracking KPI improvements
What is improve the customer experience?