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CRM
April 1, 2008
Donna Fluss |
Productivity and Workforce Management Contact center workforce management solutions typically pay for themselves in under a year - can you afford not to have one?   |
CRM
September 2010
Donna Fluss |
The Golden Age of WFM What contact centers must do to manage workforce management. |
CRM
May 2015
Donna Fluss |
WFM Finds a Better Direction Algorithms and simulation address a key mathematical challenge |
CRM
June 2011
Donna Fluss |
New-Gen WFM Solutions Make a Real Difference Many contact center offerings require a trade-off between accuracy and ease of use. |
CRM
May 2014
Donna Fluss |
WFM Growth Brings Choices and Challenges For some companies, ease of use of workforce management applications is winning out over functionality. |
CRM
July 2013
Donna Fluss |
Workforce Management: Better but Not Good Enough What makes an ideal solution? |
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
August 1, 2007
Coreen Bailor |
Market Focus: Financial Services--Case Study Barclaycard Business runs its contact centers as one virtual operation, integrating each center's automatic call distributor with TotalView. |
CRM
September 2012
Donna Fluss |
The Revitalization of the Workforce Management Market One-size-fits-all solutions are no longer the answer. |
CRM
May 1, 2003
David Myron |
Got Workforce Management? Workforce management took center stage at the recent ICCM show in Las Vegas. The surging interest in workforce management applications comes at a time when companies are battening down their call center hatches and looking for ways to streamline efficiency. |
CRM
December 1, 2006
Coreen Bailor |
All Together Now: WFM Centralization UPC Nederland's unified approach to contact center agent scheduling with IEX TotalView leads to cost savings and upped customer satisfaction. |
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
September 1, 2005
Coreen Bailor |
Accommodating Customers With Automated Agents Wyndham International selects Voxify Automated Agents to provide callers with a consistent customer experience. |
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
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
July 2013
Barton Goldenberg |
Happy Agents, Happy Customers Increased agent productivity leads to increased satisfaction. |
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
June 2015
Garrison Wynn |
The Call Center: Talk About Issues! Three observations on keeping -- and cultivating -- agent talent |
Food Engineering
February 27, 2007
Wayne Labs |
Forecasting your future The right forecasting and scheduling software can help, but first do your homework. |
IndustryWeek
February 1, 2007
David Blanchard |
How To Get Your Forecasts Wrong, In Ten Easy Lessons Learn what to do - and what not to do - from this list of "forecasting fallacies." |
