Workforce Engagement Management

With Zoom Quality Management, contact centers can easily analyze customer interaction channels to improve agent performance and unlock key business insights. Our playback capabilities help customers review interactions in a centralized place across all customer communication channels.

An AI-generated summary of every interaction is conveniently displayed. Supervisors can keep up with interactions at scale by electing to receive notifications when specific keywords are mentioned. Supervisors will also get notified when they are assigned an interaction to evaluate.

QM helps improve agent performance through a collection of features that assess the quality of agent/customer interactions and identify areas for improvement. Supervisors can customize scorecards to evaluate interactions and establish benchmarks. This helps supervisors provide constructive feedback and recognition of agents for a job well done.

Getting the right agent to the right customer is critical. Zoom Workforce Management (WFM) can help. Having WFM as part of one unified platform facilitates better overall contact center management.

WFM Forecasting leverages AI and machine learning models to predict the needs of your contact center. WFM integrates directly with Zoom Contact Center (ZCC) to pull in key historical data. Based on the forecast, you can estimate how many agents are required to meet the predicted needs of the business.

Boost productivity with an intuitive scheduling experience. Stay on top of activities, shifts, scheduling groups, and more, all within a single application. Hit the ground running using drag and drop functionality, create new templates or build fast using existing ones to streamline the entire scheduling process.

Understanding your staffing needs is just step one. Next, you need to know if your staff are performing their scheduled tasks, which is where adherence comes in. Filter by agent, group, and status, or star an agent so they always appear at the top of the list. In addition to Real Time, see historical adherence data, including adherence percentages and thresholds. All of this data can be customized to fit different business rules and expectations.