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WFM Version 9.5 SR2
What do you like best about the product?
Look and Feel is very easy to navigate. The agents find their portal to be of the highest quality.
What do you dislike about the product?
Our business is very large so the limited search functions in the WFM suite makes it hard for my team of schedulers to complete tasks in a timely manor.
What problems is the product solving and how is that benefiting you?
Workforce Management and Call recording have allowed us to assist our customers in the best, most productive ways possible. The agents interface is super east to navigate so they are happier employees.
Recommendations to others considering the product:
Easy to use, great for small call / Contact centers
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Calabrio from IT
What do you like best about the product?
I love the ability to not only listen to live phone calls, but also to watch what my Account Managers are doing while they work throughout the day.
What do you dislike about the product?
Since we operate with dual monitors, the viewing size of the screen can get distorted, and thus you need to have a dual monitor setup to view properly.
What problems is the product solving and how is that benefiting you?
It allows for great one on one coaching for my Account Managers with regards to sales calls and customer service.
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