Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties


Here are some suggested Connections for you! - Log in to start networking.

Saskia Y. Kusumah
Contact Center Manager
Alex Hamberger
Director Of Strategic Accounts
Marisa Bartlett
Marketing Manager
Sandeep Rangineni
Data Test Engineer

News : Two Gold Medals to Stellantis Turkey!


The automaker and mobility provider Stellantis Turkey, which is the marketing, spare parts, and services provider of four iconic brands under the umbrella of Stellantis Group in Turkey, namely Peugeot, Citroën, DS, and Opel, influenced the 17th Top Ranking Performers Awards competition organized by Contact Center World, the world's largest call center association. Within the scope of the international competition, in which over 2,000 projects from more than 80 countries participated, Stellantis Turkey CRM and Digital Transformation Manager Cem Toksöz and his team received two awards for their model project presentations which were held at the event in Lisbon. In this context, Stellantis Turkey was deemed worthy of two gold medals in the categories of "Best Use of Social Media" and "Best Crisis Management".

Stellantis Turkey CCO Ayça Furth said, "These two gold medals that we are deemed worthy of are quite meaningful to us. This success, especially as a fruit of digitalization we have been carrying out for the last two years and our new generation CRM understanding, has motivated us to develop much more innovative perspectives in this process. I sincerely congratulate our Stellantis Turkey CRM team for their outstanding passion, meticulousness, and success in all processes related to the customer journey."

Stellantis Turkey has added new awards to its collection thanks to its pioneering approach of positioning customer experience as a value in parallel with its human-oriented management culture. In this context, Stellantis Turkey returned with two awards this year from the EMEA regional finals of the Top Ranking Performers Awards, which is organized by the Contact Center World and known as the largest industrial organization in the world. In the international event where hundreds of brands compete each year, Stellantis Turkey was deemed worthy of gold medals in the categories of "Best Use of Social Media" and "Best Crisis Management".

Stellantis Turkey CCO Ayça Furth said, "'Customer Centricity is a value that we adopt across the globe as a group, and we shape all our processes around it. We consider customer orientation as a perspective at every stage of our business. Within our business culture, this perspective deepens our perspective especially in the digital transformation phase the most. As we design a data-oriented and data-driven digital culture, we put customer experience at the center and review the processes again and from the start, accordingly. Therefore, these two gold medals we are deemed worthy are quite valuable to us. In our human-oriented business culture that we have shaped on listening to the individual and their needs; we continue our journey, which has created great reflections on distinct brands and even in the industry itself, and offers unique experiences to our employees, customers, and all our business stakeholders."

"These awards demonstrate our pioneering and innovative perspective"

Ms. Furth, stating that "The issue that honored us is that response that our vision of change we have been following so far received in topics regarding our customer experience", said "We are deemed worthy of the awards in the categories of 'Best Use of Social Media' and 'Best Crisis Management' in the evaluation of the Communication Center in Europe, Middle East, and Africa; along with Webhelp, our strategic partner in the Customer Experience Center. Managing the process by listening to our customer is our greatest strength. For this reason, 1.5 years ago, we decided to manage all our personnel who are in contact with our customers all over the country over a digital platform. We have invested in a CRM infrastructure integrated with all our systems. Today, almost all customer experiences can be tracked completely from a single platform. As of the beginning of 2022, we have launched the most widespread audio network in the automotive industry in Turkey that is integrated into this platform, through a cloud application. In other words, we can now interpret the audio data as an integrated data to the CRM platform. In order to implement this management in the most effective way, we have integrated an artificial intelligence platform to these two giant technological infrastructures, that is, both our CRM platform and the cloud structure. Our aim is to listen to our customers in the most effective way, understand their needs, and shape their mobility experience with exclusive solutions. Of course, our commitment and goal to become the automotive technology company of the future managed by data should have started with the restructuring of customer experience. Thus, this success, which was achieved at this point, carries value and meaning beyond being a reward for us."

The world finals will continue in Malta!

The global final of the Top Ranking Performers Awards by Contact Center World will be held in Malta at the end of November. Winners from Europe, Americas, the Middle East, Asia, and Eastern Asia will participate in the competition.

About Stellantis

Stellantis N.V. (NYSE / MTA / Euronext Paris: STLA) is one of the world's leading automobile manufacturers and mobility suppliers. Our iconic brands with a long history, including Abarth, Alfa Romeo, Chrysler, Citroën, Dodge, DS Automobiles, Fiat, Jeep(R), Lancia, Maserati, Opel, Peugeot, Ram, Vauxhall, Free2move, and Leasys, reflect the passion of their visionary founders and today's customers in innovative products and services. Powered by our diversity, we are shaping tomorrow's mobility and we aim to be the largest sustainable technology mobility company, not just the largest company, as we create added value for all our stakeholders and the communities in which we operate.


About Stellantis:
Company LogoStellantis is a leading global automaker and mobility provider that offers clean, connected, affordable and safe mobility solutions. Our Company’s strength lies in the breadth of our iconic brand portfolio, the diversity and passion of our people, and our deep roots in the communities in which we operate. Our ambitious electrification and software strategies and the creation of an innovative ecosystem of strategic, game-changing partnerships are driving our transformation to a sustainable mobility tech company. With industrial operations in nearly 30 countries, Stellantis has the ability to consistently exceed the evolving needs and expectations of consumers in more than 130 markets, while creating superior value for all stakeholders.
Company RSS Feed   Company Profile Page

About ContactCenterWorld:
Company Logo# ContactCenterWorld ContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 215,000 corporate 'individual' members have joined the association's website ''. We were established in 1999.
  Company Blog   Company RSS Feed   Company Facebook   Company Twitter   Company Instagram   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Scripting

Read today's tip or listen to it on podcast.

Published: Friday, July 8, 2022

Printer Friendly Version Printer friendly version

2023 Buyers Guide Workforce Management


Alvaria Workforce
Alvaria Workforce (formerly Aspect Workforce Management) is a high-performance contact center software solution that provides the forecasting, planning, scheduling, employee self-service and real-time agent tracking to ensure that all agents and supervisors are productive, engaged in their work and delivering an exceptional customer experience.


Noble ShiftTrack WFM
Maximize the efficiency of your contact center and meet/exceed customer expectations with workforce engagement tools that help you accurately forecast workloads, match the right resources to your needs and keep agents motivated. More than just scheduling agents and tracking shifts, Noble’s ShiftTrack WEM solutions optimize labor costs, manage capacity more effectively and improve service levels.


Calabrio ONE
Calabrio ONE offers contact centres the complete toolset to unlock the tremendous value buried within customer interaction data and use it to transform the entire business. One seamless solution combines a fully integrated workforce optimization suite with powerful voice-of-the-customer analytics tools deployed—in the cloud, on-premises, or in a hybrid environment.

Capture every customer interaction across all channels. Extract predictive and prescriptive insights. Elevate customer experiences, improve employee engagement and increase operational efficiency. Then, extend customer-centric strategies across the business to accelerate sales, drive innovation and move your business forward.

eGain Corporation

eGain Solve
Rated #1 by analysts and trusted by some of the biggest brands in the world, eGain Solve helps businesses design and deliver smart, connected customer journeys across social, mobile, web, and contact centers. You can sell smarter, serve better, and know more.


Eleveo WFM
Eleveo WFM was designed to simplify scheduling, forecasting and adherence for commercial contact centers with 500 agents or less. The product is easy to use for supervisors who are not WFM experts, but provides value for scheduling, shift changes, schedule adherence and supports multi-channel and multi-skill requirements. Eleveo WFM was built using open source, cloud technologies but can be installed on premise, in a hybrid environment or hosted for you in AWS.

ethosIQ, LLC

BPO Optimizer
ethosIQ’s Business Process Outsourcer (BPO) Optimizer allows clients to manage their vendor contact center resources without requiring manual intervention through our manufacture-agnostic data collector processes. ethosIQ collects schedule and exception data, based on your desired parameters. Collection of data is transparent and doesn’t require intervention from either you or your vendor resource. You know your needs, and now you can manage those needs effectively, efficiently and effortlessly, using ethosIQ’s BPO Optimizer!

Lieber & Associates

Technology Consulting Services
Lieber & Associates provides consulting services to select, contract for, test, implement, and optimize workforce management systems. It's technology consultants have worked with all major systems and many smaller ones. Counsel is informed by several decades of WFM experience.

MFE International

Agyletime Cloud Workforce Management
Agyletime is an enterprise grade true Cloud WFM and t is channel agnostic .
Its ease to Use , easier onboarding, forecasting and better scheduling.
You can integrate to CRMs such as SFDC, Zendesk, ServiceNow and others and to telephony systems such as AVAYA, CISCO, Genesys and other cloud telephony systems ; to independent Chat systems to aggregate data for WFM omnichannel forecasting, scheduling, optimisation and reporting.

OpsTel Services

The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)

10.) Phonestat

Track staff performance, capture meaningful feedback and deliver quality customer experiences using Phonestat. Our cloud based solution allows you to create simple scorecards to provide instant feedback and training to your staff.

There are powerful integrations to source interactions from anywhere and an open API to allow you to build your own.


VADS Workforce Management
VADS Workforme Magaement is a smart tools that gives connectivity to the workers while working remotely. An intelligent workforce management system that aims to improve operation efficiency with the end goal to provide first.

QPC Ltd.

QPC WFM - Calabrio/Teleopti Specialism
QPC has a long and successful history of delivering tried and tested innovative workforce management systems, and the training and consultancy needed to ensure organisations can leverage the customer service and operational efficiency benefits workforce management principles and automated workforce management systems can deliver.

Simucall limited

Assessment of Contact centre job applicants
Pay As You Go remote assessment tool for contact centre job applicants.

NO set up or registration fee and NO minimum use contract

Assess your applicants ability to listen to a caller, recognise the important pieces of information and record them into a logging system swiftly and accurately under pressure.

Full management dashboard

Pay per completed assessment (no charge if abandoned or not taken by the deadline you set)

Choice of assessment environments - including Insurance claims, Financial transactions, Emergency service calls, Utility defect report and IT Helpdesk

Variety of UK accents used by callers (of different ages and genders)

You retain control of all communication with the applicants

About us - in 60 seconds!

Join Our Team

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =