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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.

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.

Call Center Workers Can Rise to a Challenge
Contact center turnover is often very high, so many companies are hesitant to simply show low performers the door before trying to salvage that person's employment at the company.

How to Optimize your Own Call center Efforts
One of the leading providers of contact center services around the world, conducted a study on call center technology and which trends are most popular within the industry.

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» Call Center Workforce Optimization Industry News

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

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

The Best Call Center Software Providers for High Call Volume Businesses, Announced by
7/23/2014 12:21:38 PM

Frontier Communications Appoints Elena Kilpatrick Vice President and General Manager of Pennsylvania Operations
7/23/2014 12:09:01 PM

Kronos Announces Another Strong Quarter as SaaS Bookings Grow 97 Percent
7/23/2014 10:39:02 AM

MobileHelp® Receives Frost & Sullivan's 2014 North American Price Performance Value Leadership Award
7/23/2014 8:39:19 AM

Arise Virtual Solutions Shrinks Application Recovery Times to Minutes with Actifio Sky for Branch Office Data Management
7/23/2014 6:39:06 AM

Dell Delivers Five Best Practices for Maximizing Mobility Benefits while Maintaining Compliance with Data Security and Privacy Regulations
7/23/2014 6:05:08 AM

Loway Switzerland Joins AstriCon 2014 Las Vegas as Sponsor
7/22/2014 2:16:42 PM

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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.


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.


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.


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.