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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.

Report Shows Importance of Cloud to Call Centers
The cloud is an attractive place for the contact center market, as it allows companies to expand their horizons without investing the necessary dollars to support a brick-and-mortar build-out.
9/26/2014

Utilities Company Utilizes inContact Solution
inContact, a provider of cloud contact center software, has announced that a major utility has chosen its ECHO customer survey solution.
9/25/2014

On-Premises Contact Center Moves to the Cloud
inContact, provider of cloud contact center software and contact center agent optimization tools, announced it has moved the on-premises operations of a provider of residential and commercial services to the cloud.
9/15/2014

» Video Showcase

» Call Center Workforce Optimization Industry News

Shrinking the Skills Gap on Workforce Institute Radio: Developing Leaders, Recruiting Young Talent, and Attracting Women Key for Today's Modern Manufacturing Workforce
10/2/2014 9:37:31 AM

Merkle RMG Completes ISO 9001:2008 Quality Management Recertification
10/2/2014 9:37:00 AM

Asure Software Announces AsureForce and Workforce Management Platform Upgrades and Optimization
10/2/2014 9:07:15 AM

CrossClick Media Completes Initial Development of VotersforHillary.com
10/2/2014 8:58:13 AM

UnitedHealthcare Employees Donate Food, Everyday Necessities for Month-Long Campaign to Support Catalyst Domestic Violence Services' Emergency Shelter
10/1/2014 6:07:03 PM

Skillsoft Completes Acquisition of SumTotal Systems
10/1/2014 9:38:06 AM

Pitney Bowes Foundation Mobilizes 400 Employees in Connecticut for Dedication to Education Week of Service
10/1/2014 8:37:04 AM

j2 Global Wins Excellence Award for Contact Centre of the Year
10/1/2014 6:37:05 AM

Oracle's PeopleSoft HCM Enhancements Deliver a Simple and Modern User Experience; Simplicity and mobility of new user interface enhances HR decision-making, increases employee engagement, and streamlines processes
10/1/2014 4:30:05 AM

BUYINS.NET: CYB, SLH, DAL, SYNA, GBF, TRGT Are Seasonally Ripe To Go Up In the Next Five Weeks
10/1/2014 4:15:28 AM

BUYINS.NET: FFNW, ULTA, LL, MFA, NCIT, SNMX Are Seasonally Ripe To Go Down In the Next Five Weeks
10/1/2014 4:13:06 AM

ELEAD1ONE Teams with BDC Services Group
9/30/2014 1:37:12 PM

Oracle's PeopleSoft HCM Enhancements Deliver a Simple and Modern User Experience
9/30/2014 11:29:58 AM

Aon Hewitt, Ceridian, Equifax, Saba, SuccessFactors, TMP Worldwide Among Industry-Leading Companies Unveiling New Products at 17th Annual HR Technology(R) Conference and Exposition
9/30/2014 10:37:41 AM

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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.