ZOOM International

A great workforce management application will have a significant positive impact on the critical success factors of your Call Center. ZOOM’s WorkFORCE, in partnership with GMT, the leader in workforce management solutions, puts those critical success factors clearly in reach. Some of the most important product features are:

• Agent view including a global view of ScoreCARD evaluations and a detail view of skill set scores
  
• Supervisor screen that enables viewing the questionnaires and specific skill set types (greetings, politeness, upsell, etc.)
  
• A combined reporting view that includes legacy GMT data (hours worked, compliance info) along with quality performance metrics from ZOOM ScoreCARD (evaluation scores, skill set scores)