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CRM
April 2008
Christopher Musico |
The 2008 CRM Service Awards: Workforce Optimization Suite Consolidation is all the rage in workforce optimization; Verint Systems takes the "optimal" spot.   |
CRM
September 2011
Leonard Klie |
WFO Hears The Voice of the Customer Workforce optimization suites broaden their focus beyond the company |
CRM
May 2011
Donna Fluss |
Don't Believe Everything You Hear About WFO The outlook for contact center workforce optimization is outstanding, with the quality and variety of solutions ever-improving. Contact centers of all sizes have many options and price points from which to choose. |
CRM
July 2012
Donna Fluss |
In Contact Centers, WFO's Star Is on the Rise A host of innovations are adding new dimensions. Contact center workforce optimization continues to be one of the top technology sectors in the contact center market. |
CRM
April 2007
Bailor et al. |
The 2007 Service Leaders, Part 2 Here is the Contact Center Market's Leading Vendors in Seven Areas: Computer Telephony Integration... Interactive Voice Response... Web-Support Services... Workforce Optimization... Quality Monitoring... Agent-Facing Universal Desktop... Outsourcing Services... |
CRM
April 2006
Bailor et al. |
The 2006 Service Leader Awards, Part 1 Computer Telephony Integration: Avaya... Cisco Systems... Genesys Telecommunications Laboratories... Interactive Voice Response: Avaya... Nortel Networks... Genesys Telecommunications Laboratories... etc. |
CRM
April 2007
Bailor et al. |
The 2007 Service Leaders, Part 1 Here is the Contact Center Market's Leading Vendors in Seven Areas: Computer Telephony Integration... Interactive Voice Response... Web-Support Services... Workforce Optimization... Quality Monitoring... Agent-Facing Universal Desktop... Outsourcing Services... |
CRM
February 1, 2008
Donna Fluss |
Monitoring the Quality Monitors What you need to know about quality management and liability recording solutions. |
CRM
January 1, 2006
Colin Beasty |
Business Problem: Contact Center Managers Cannot Staff and Manage Their Call Centers Effectively Tech Solution: Workforce Optimization Tools -- Envision's Performance Suite... EX's TotalView Workforce Management... Witness Systems' Impact 360... |
CRM
November 2013
Donna Fluss |
Suite Versus Best-of-Breed: Is Less Really More? When not all solutions are created equal, choosing one is no easy task. |
CRM
July 1, 2004
David Myron |
Market Watch: Making Sense of Workforce Optimization The reluctance to purchase workforce optimization solutions is based primarily on the general confusion in the marketplace. |
CRM
May 2, 2005
Coreen Bailor |
Convergence in the Contact Center Customers will have a single upgrade path, single maintenance environment, and singular user interface. |
CRM
October 1, 2007
Colin Beasty |
Tech Solution: Workforce Management Solutions Business problem: Managers cannot staff and manage their contact centers effectively. Workforce optimization solutions, which are simplifying those complex tasks while providing insightful performance management and learning capabilities. |
CRM
June 2010
Donna Fluss |
Analyzing the Workforce Analytics and on-demand offerings are changing the nature of workforce optimization. |
CRM
March 2004 |
The 2004 Service Leaders--Part I The leading customer service vendors for 2004 |
CRM
March 2010
Christopher Musico |
The 2010 CRM Service Awards: Service Leaders - Workforce Optimization Suite Verint Systems powered through the recession with the type of confidence that resonates with and creates trust among buyers. It has a state-of-the-art product, strong partnerships, clear vision for the future, strong management, and innovative research and development. |
CRM
March 14, 2014
Leonard Klie |
Aspect Software Releases Workforce Optimization 8.0 and Aspect Mentor Aspect's WFO 8.0 and Aspect Mentor expand the reach of speech analytics beyond basic call recordings. |
CRM
May 2014
Donna Fluss |
Use Desktop Analytics to Improve Your Servicing Environment Adoption of these solutions is poised to take off over the next few years. |
CRM
September 2015
Donna Fluss |
The Outlook for WFO: Optimal The workforce optimization market stays strong, and better analytics and back-office features could make it stronger |
CRM
March 10, 2011
Brittany Farb |
Workforce Optimization Gets Optimized DMG research shows innovation and growth to continue in the WFO market through 2013. |
CRM
April 2011
Paul Korzeniowski |
QM Picture Grows Blurry Vendors deliver a broad suite of new functionality. |
CRM
March 2010
Christopher Musico |
The 2010 CRM Service Awards: Rising Stars - Nexidia (The Wordsmith) Nexidia is one of the few companies able to decipher speech analytics and make the technology relevant to the contact center. |
CRM
December 10, 2010
Leonard Klie |
Contact Center Recording Systems Market Expected to Grow 55 Percent by 2015 Pelorus Associates expects the total worldwide market for contact center recording systems to hit $1.24 billion in five years, up from $800 million today. |
CRM
March 2012
Donna Fluss |
The Argument for Desktop Analytics This new IT sector offers visibility, real-time guidance, and process automation. |
CRM
March 2011 |
The 2011 Service Leaders Here are this year's class of service winners and leaders. Each leader is graded on three criteria - customer satisfaction, depth of functionality, and company direction - in seven categories of support and service. |
CRM
March 2013
Donna Fluss |
Changing the Face of Workforce Optimization Predictive and real-time analytics offer tremendous potential for contact centers. |
CRM
October 1, 2009
Christopher Musico |
The Evolution of E-Learning As contact centers adapt to the needs of a recession - and an increasing number of Generation Y staffers - the systems designed to train agents have to adapt as well. |
CRM
April 2005
Coreen Bailoret al. |
The 2005 CRM Service Leaders--Part II The editors recognize the top-three leaders in CTI, IVR, quality monitoring, Web self-service, workforce management and optimization, contact-center outsourcing services, and agent-facing universal desktop applications. |
CRM
July 2003
David Myron |
Service on Steroids The contact center performance enhancers of choice these days are training, workflow automation, workforce optimization, and workforce management. These tools are coming together to form one dynamic performance-optimization solution to pump up the service volume. |
CRM
November 2014
Leonard Klie |
Work-at-Home Solutions Are Transforming Call Center Operations At-home agents can be as productive, if not more so, as those in the contact center. |
CRM
January 2007
Coreen Bailor |
Making the Grade Most organizations still receive poor grades when it comes to providing comprehensive -- even adequate -- training for service and support professionals. But e-learning deployments earn straight A's when used in conjunction with formal classroom training. |
CRM
March 2014 |
The 2014 CRM Service Leaders We asked our judges to evaluate and score companies based on important criteria: reputation for customer satisfaction, depth of functionality or services, company direction, and technology costs over a five-year period. |
CRM
March 1, 2005
Jason Compton |
Managing the Minutia An effective workforce management strategy increases service levels with less effort. |
CRM
January 1, 2007 |
Business Problem: The call center needs to strike a balance between call volumes and quality of service. Tech Solution: Quality monitoring tools. NICE Perform... Verint ULTRA IntelliQuality... Witness Systems Impact 360... |
CRM
June 1, 2005
Paul Stockford |
Workforce Optimization's Missing Link Companies should strengthen their workforce optimization strategy with the addition of efficient agent selection tools. |
CRM
October 2004
Coreen Bailor |
12 Ways to Boost Productivity From better knowledge bases and improved natural-language search engines, to workforce management strategies and business process reengineering, here's what's new in enhancing contact center productivity. |
CRM
January 29, 2013
Michele Masterson |
Genesys Acquires Utopy The deal accelerates Genesys' workforce optimization solutions. |
CRM
October 28, 2011
Leonard Klie |
Verint Launches Fully Web-Enabled Enterprise WFM Solution The offering continues to drive workforce management further into the enterprise with enhanced branch, contact center and back-office operations features. |
CRM
April 2008
Jessica Sebor |
The 2008 CRM Service Awards: Elite -- International Cruise & Excursions International Cruise & Excursions sails into workforce management with Aspect Software. |
CRM
February 27, 2015
Leonard Klie |
HP Updates Its Qfiniti WFO Suite HP Qfiniti 10.3 extends connectivity to Genesys and Cisco telephony switches and maximizes value from customer interaction data. |
CRM
February 1, 2006
Phillip Britt |
Scheduling Tool Traction By implementing a new workforce scheduling application, agent hours have been reduced by 20% at Taction, a call center outsourcing company. |
CRM
April 2007
Bailor et al. |
The 2007 Rising Stars and Service Excellence M2M Holdings made two smart deals that plunged it directly into the full-suite CRM and knowledge management arenas... Second annual Rising Star awards, spotlighting under-the-radar tech providers... |
CRM
April 2010
Christopher Musico |
Speech Analytics Why speech analytics is starting to get a little more than recognition. |
CRM
July 2, 2014
Robert Killory |
The Contact Center Revolution While the benefits of the cloud are obvious, figuring out the logistics is less clear. |
CRM
November 2, 2012 |
Contact Centers Are a Growing Industry A GIA report finds an increased focus on efficient customer care and reducing costs are driving the market. |
CRM
December 2014
Leonard Klie |
5 Hot Customer Service Technologies The latest innovations add a sense of immediacy to customer interactions. |
CRM
August 26, 2011
Rajaram & Manasa |
The Next Frontier in Call Center Analytics Investing in operations is not enough. Ideally, companies would invest unlimited funds into ensuring that each and every customer receives a personal, efficient call center experience. |
CRM
March 2015
Oren Smilansky |
The 2015 CRM Service Leaders: Workforce Optimization Growth for contact center workforce optimization carried on throughout 2014, though to a lesser extent than it had the previous year. |
CRM
March 2010
Jessica Tsai |
The 2010 CRM Service Awards: Rising Stars - CallCopy (The Copy Cat) Echoing the big players' functionalities, a spate of new releases are pushing CallCopy toward the upper tier. |
CRM
May 2, 2005
Coreen Bailor |
Rewriting a Performance Management Formula Electric Insurance is operating more efficiently after revamping its labor intensive processes. The company used CentreVu Supervisor to manage its call volume, IEX's TotalView to manage its schedules, and NICE Universe for quality monitoring. |
