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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.

inContact Recognizes Top Service Providers
inContact recently recognized a number of outstanding clients with its "Mojo Awards" at ICUC, the inContact User Conference, held this year in Orlando, Fla.
10/30/2014

Change is Good For Contact Centers
Millennials are more likely to consult their social networks online for a purchase than an industry expert. When they need support, they prefer to go online to find a solution before speaking to a CSR.
10/22/2014

Optimal Offering from inContact to Benefit Financial Company
inContact, a provider of cloud contact center software and contact center agent optimization tools, has announced that its core cloud platform has been selected by a leading financial institution.
10/22/2014

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» Call Center Workforce Optimization Industry News

Pitney Bowes Announces Third Quarter 2014 Results
10/30/2014 7:36:18 AM

Spok Reports Third Quarter Operating Results; Board Declares Regular Quarterly Dividend
10/29/2014 5:06:14 PM

CACI Reports Results for Its Fiscal 2015 First Quarter
10/29/2014 4:36:48 PM

Rosetta Stone Inc. Reports Third Quarter 2014 Results
10/29/2014 4:36:31 PM

Fleetmatics Reports Third Quarter 2014 Financial Results
10/29/2014 4:36:23 PM

Ninth Annual Contact Center Technology Award Winners Announced
10/29/2014 12:41:55 PM

Homeland HealthCare, Inc. Ranked #23 in National LSU 100
10/29/2014 11:06:15 AM

Pitney Bowes Study Reveals U.S., U.K. and Germany are the Most Desirable International Shopping e-Destinations
10/29/2014 9:06:27 AM

Dell Software Reinforces Commitment to SQL Server Market Leadership with Upgraded Monitoring, Management and Backup Offerings
10/29/2014 7:23:11 AM

UIL Holdings Selects Accenture, Structure and Ventyx to Help Improve Customer Communications and Reduce the Impact of Outages by Implementing Outage Lifecycle Management Solution
10/29/2014 7:17:16 AM

IBM Unveils Cognitive Exploration to Drive Better Business Outcomes
10/29/2014 5:43:36 AM

UIL Holdings Selects Accenture, Structure and Ventyx to Help Improve Customer Communications
10/29/2014 5:13:29 AM

London Hydro Selects WorkForce Software to Automate Time and Attendance
10/28/2014 9:58:05 AM

Citizens Financial Group Deploys Aspect Software's Aspect Hosted Workforce Management to Drive Efficiency, Deliver Exceptional Customer Experiences
10/28/2014 9:58:04 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.