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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
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
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
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
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 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
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
March 1, 2005
Jason Compton |
Managing the Minutia An effective workforce management strategy increases service levels with less effort. |
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
July 2013
Barton Goldenberg |
Happy Agents, Happy Customers Increased agent productivity leads to increased satisfaction. |
CRM
March 2004 |
The 2004 Service Leaders--Part I The leading customer service vendors for 2004 |
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
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
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
September 2007
Ian Jacobs |
Across the Universe Contact center managers have begun to examine this idea of the universal agent, agents theoretically capable of handling any contact, via any channel. |
CRM
February 2003
Rochelle Garner |
Just Desserts Rewarding and recognizing contact center agents is as much science as it is art. |
Insurance & Technology
November 28, 2005
Peggy Bresnick Kendler |
Higher-Tech Agents Leading experts in agent technology answer critical questions about the relationship between agents and technology. |
Insurance & Technology
November 16, 2009
Anthony O'Donnell |
Main Street America Surety Bond Platform Drives New Business, Efficiency The in-house built Main Street Station for Bonds surety bond platform increases internal efficiency and service quality, and delivers ease of use to distributors. |
CRM
September 1, 2004
Lior Arussy |
Stop Wasting Everyone's Time Give agents timely access to relevant data, and watch sales and satisfaction soar. |
CRM
January 2004
Jason Compton |
The Changing Role of the Contact Center Agent With the proliferation of online self-help and new call center technologies, agents are being asked to resolve more challenging issues or to transform themselves into salespeople. But are current agents, who primarily respond to basic service requests, right for these new roles? |
Insurance & Technology
February 11, 2010
Anthony O'Donnell |
CNA to Build Western Service Center Denver facility will feature claim handling, policy processing, a call center as well as billing and collections. |
InternetNews
June 23, 2005
Roy Mark |
Study Says Tech Flunks Diversity Test Racial minorities are significantly underrepresented in IT workforce and the percentage of women in the IT workplace is declining. |
The Motley Fool
January 31, 2005 |
Working With Real Estate Agents Approach the relationship sensibly, and you'll both be happier. |
IndustryWeek
December 1, 2006
John S. McClenahen |
Human Resources: "Right" Sizing With its world headquarters close to the Finger Lakes, high-tech manufacturer Corning Inc. seems pointed in the right direction. |
HBS Working Knowledge
March 14, 2005
Huselid, Becker, & Beatty |
Differentiating Your Workforce Strategy Even the best managers often forget to craft a workforce strategy along with their overall company strategy, but the two really need to be linked. An excerpt from the new book, The Workforce Scorecard. |
IndustryWeek
April 1, 2009 |
What You Need To Know About Workforce Optimization Sustained commitment to employee training and development counters downturns and results in long-term growth and recovery success. |
