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Call Center Workforce Optimization

Call Center Workforce Optimization helps allocate the number of agents required to handle a workload and helps reduce cost by accurately predicting contact center volume. It helps companies improve the efficiency and effectiveness of their customer interactions through solutions that capture interactions across all channels, reveal insights and drive actions that impact business productivity and customer experience.

Contact Centers Still Getting ACA Calls
While the deadline for the Affordable Care Act (ACA) open enrollment period is long past, call centers, especially those in California, are still working the phone lines to help people who are waiting for their applications to be processed.
7/29/2014

Getting the Best from Your Call Center Satff
At the heart of the call center, the phone is still the primary source of contact between customers and agents.
7/28/2014

Given a Chance, Millennials can be Optimal Workers
According to a recent blog post, millennials have some decent skills to bring to the table, and would be well-suited for the contact center.
7/22/2014

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» Call Center Workforce Optimization Industry News

GPS Tracking Devices to Break $3.5 Billion in 2019, Says ABI Research
7/29/2014 10:08:56 AM

State of Delaware Selects WorkForce Software to Consolidate Key Workforce Management Functions
7/29/2014 9:58:48 AM

Grande Communications Extends Relationship with CSG
7/29/2014 9:38:49 AM

Knoa Software Raises $5.1 Million in Series B Funding; Strengthens Management Team with Key Executives
7/29/2014 8:39:09 AM

Effex Management Solutions Ranks on the SIA's 2014 List of Largest US Staffing Companies
7/28/2014 8:43:37 AM

Giggle Fiber Chooses GLDS' Best-of-Suite Billing and Provisioning Solutions to Power FTTH, VoIP and Internet Services
7/28/2014 7:28:37 AM

Markets and Markets : Location Analytics Market worth $11.84 Billion by 2019
7/28/2014 6:11:49 AM

Required Majority of ViryaNet Shareholders Approved the Agreement Contemplating ViryaNet's Merger into Verisae
7/24/2014 5:08:57 PM

Agilysys to Report Fiscal 2015 First Quarter Results on August 7 and Host Conference Call and Webcast
7/24/2014 11:09:00 AM

Dell Software Launches Fully Localized Chinese Release of Toad for Oracle
7/24/2014 8:39:20 AM

PLDT fiber expansion in Bohol to boost BPO and tourism industries
7/24/2014 5:11:52 AM

QUORUM FEDERAL CREDIT UNION CHOOSES NETSUITE ONEWORLD TO SUPPORT BUSINESS GROWTH
7/24/2014 5:11:42 AM

Turkcell Iletisim Hizmetleri A.S.: Second Quarter 2014 Results
7/23/2014 2:09:06 PM

QuickPivot(TM) Wins MITX What's Next Award for Best Marketing Automation Solution
7/23/2014 12:55:30 PM

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FEATURED BRIEF

Introducing The Workforce-Intelligent Contact Center

Introducing The Workforce-Intelligent Contact Center™
Read how inContact gave four contact centers the power to put their customers first by solving every day contact center challenges.

FEATURED DATASHEETS

Workforce Management in the Contact Center

inContact Analytics-Driven Quality (ADQ) Powered by Verint®
While monitoring, measuring, and managing agent performance and service quality remain a priority, many contact centers are doing more than traditional quality monitoring-they're using "voice of the customer" intelligence to drive better decisions on products, services, and processes. Analytics allow a more sophisticated and efficient look into a larger sample of data and help you answer WHY like never before.

Workforce Management in the Contact Center

inContact Workforce Optimization Brochure
inContact Workforce Optimization (WFO) is the first cloud workforce optimization solution. From interactions to staffing to learning retention and processes, inContact WFO can provide unprecedented visibility into performance, operations, and customer intelligence across your organization.

Workforce Management in the Contact Center

inContact Workforce Management Datasheet
In this datasheet, we examine the challenges of managing the workforce in the contact center environment, particularly for the small to midsized center.

Workforce Management in the Contact Center

inContact Quality Monitoring Datasheet
inContact Quality Monitoring can help you capture, evaluate, and learn from customer interactions, including voice conversations, email, Web chat sessions, and more.

Workforce Management in the Contact Center

inContact Workforce Optimization Datasheet
inContact Workforce Optimization is a suite of cloudbased enterprise Workforce Optimization software and services that lets you perfect your customer service.

FEATURED WHITEPAPERS

Putting Workforce Optimization to Work

Putting Workforce Optimization to Work
Learn how to deliver on the expectations of the mobile, multichannel customer requires companies to predict customer demand and manage agent resources more effectively.

Putting Workforce Optimization to Work

Business Motivators for Quality Monitoring
In an era of dynamic consumer demands, increased focus on customer engagement and tremendous choice and information, the valuation of customer experience initiatives is more evident and more needed than ever before.

FEATURED eBOOKS

Transforming the Customer Experience

Transforming the Customer Experience
Read how inContact gave four contact centers the power to put their customers first by solving every day contact center challenges.