Systems and methods for context drilling in workforce...

Details Systems and methods for context drilling in workforce... Systems and methods for context drilling in workforce...

G - Physics

06

Q

G06Q 10/00 (2006.01)

Patent

CA 2564847

The systems and methods described herein provide a drill through engine that facilitates integration of solutions for performing workforce management, quality monitoring, e-learning, performance management, and analytics functionality. The drill through engine facilitates combining quality monitoring/call recording with performance management and e-learning functionality as a unified integrated solution. The combination can be delivered through a single platform and enables users to gain more insight and make smarter decisions faster about sales, service, and overall operations. This takes customer center tools beyond the traditional "suite" approach to a true single workforce optimization platform.

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