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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.

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.

Biometrics can Aid in Fight Against Call Center Fraud
A new report, "Preventing fraud in the call center: Use voice biometrics, phone printing," addresses the issue of call center fraud and the steps operators can take to mitigate this threat.

Fight Fraud at the Call Center Level
In the cat-and-mouse game that is fraud prevention, the contact center is an underutilized resource for those looking to prevent fraudulent banking activity.

» Video Showcase

» Call Center Workforce Optimization Industry News

Verint Receives 'Product of the Year' by Grupo Padrao in Brazil; Company Recognized for Excellence in Driving Superior Customer Engagement
9/17/2014 8:40:31 AM

Infor Announces Excellence in Action Award Winners at Inforum 2014
9/17/2014 7:59:33 AM

CounterPath Reports First Quarter Fiscal 2015 Financial Results
9/17/2014 6:39:00 AM

GE Presents Industrial Internet Solutions for the Oil and Gas Industry
9/17/2014 6:38:50 AM

Dell and IDV Solutions Team to Deliver Enterprise-Class Global Risk Visualization with Integrated Communications to Help Organizations Take Action and Mitigate Risk
9/17/2014 6:38:49 AM

Bank of Israel-The first in the new series of banknotes-the NIS 50 denomination-enters circulation today
9/17/2014 5:52:44 AM

BUYINS.NET: Market Maker Surveillance Report. SIRI, MU, CSCO, INTC, QQQ, ZNGA, Highest Net Buy Volume With Lowest Price Friction For Tuesday, September 16th 2014
9/17/2014 4:15:52 AM

The Progressive Group of Insurance Companies Slated to Hire Nearly 1,000 People by End of Year
9/16/2014 4:07:43 PM

Pacific DataVision, Inc. Completes Equity Raise of $218 Million and Acquires Nationwide 900 MHz Licenses to Expand Its Business and Offer Two-way Radio Voice and Data Services
9/16/2014 1:07:50 PM

New York Relay Service Celebrates 25 Years and Receives Title IV Public Service Award for People with Disabilities
9/16/2014 12:37:48 PM

Verint Receives Product of the Year by Grupo Padrão in Brazil
9/16/2014 9:08:03 AM

Pindrop Security to Reveal the Latest Scams and Strategies in the Call Center
9/16/2014 8:59:08 AM

Replicon Recognized Again as One of the World's Top Software Companies
9/16/2014 8:59:06 AM

Agilysys Announces General Availability of WMx v6.0
9/16/2014 7:37:45 AM

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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.