Clearing the Clouds: Webinar to Explain and 'Demystify' Cloud Computing
Are you in the cloud? Have you heard about the cloud? Isn't the cloud the greatest thing EVER?!
5/16/2013
U.S. Contact Centers Growing and Expanding
This week has been brisk for domestic contact center news, so we've pulled together a round-up of the latest openings, expansions and government grants in the U.S. contact center industry.
5/15/2013
inContact To Lead the Way on Customer Service Webinar
inContact, the leader in flexible cloud-based software, helps contact centers efficiently support their customers with personalized interactions. The result is high customer satisfaction, low attrition and brand loyalty.
5/13/2013
GreatCall Plans to Open a New Call Center
GreatCall is opening a new call center, to be located in Reno, Nevada. The San Diego-based company, which provides the Jitterbug cell phone service, will use this new center to help handle the growing demand from its customers.
5/13/2013
inContact's Benchmark Assessment Tool Helps Improve Business
Contact center managers certainly have their work cut out for themselves. Companies spanning all industries and sizes can hurt their company image and credibility with their customers due to poor customer care experiences, and how the customer is taken care of relies heavily on how the call center functions. If you're in the contact center business, what is one way of finding out how your center measures up? A simple contact center assessment is one good first step.
5/13/2013
Want to Succeed as a Call Center? Collaborate with IT Leaders
Operations in the cloud can lend considerable value to the enterprise or small business, in that they have access to extended features and capabilities at a much lower price. At the same time, the cloud also allows for access to applications from any browser, anywhere. This kind of access and operation is great when everything is working beautifully. In the call center environment, there are so many working parts that it seems like a challenge to think everything is running perfectly at all times.
5/9/2013
Chabad House Creates a Virtual Home with Its Call Center
It started with a program to check mezuzahs, the rolled-up parchment affixed on the doorways of Jewish homes in Israel that need to be reviewed by a certified scribe every few years. The Chabad House, the largest Jewish organization in the world, according to Chabad.org, advertised that anyone could dial *3770 in Israel and someone from Chabad.org would come by to pick up and review the scrolls.
5/7/2013
VA Improves Caller Experience; Launches New Female Veterans Line
Disparate views are a common phenomenon within the call center. With multiple channels and a variety of platforms to access in an effort to complete one call, it's not unusual for an agent to have to navigate 10 or more views in just one phone call. In terms of efficiency, this is not the ideal approach to the business.
5/6/2013
Call Center Growth and Happenings Across the U.S.
Call center growth in the United States continues, thanks to a combination of expansions of existing companies and "re-shoring" initiatives that are bringing call center jobs that were formerly outsourced to foreign shores back to the U.S. The following is a roundup of recent happenings in call center openings and expansions.
5/6/2013
inContact Posts Huge Earnings Jump for Q1 2013
inContact, a provider of cloud contact center software, increased earnings by 39 percent over Q4 2012, its biggest jump ever, the company has reported.
5/3/2013
Sacramento's 311 Service Teaches a Lesson in Call Center Management
Back in 2008, the city of Sacramento, California, hopped on board with a 311 service for its residents. Vastly different from the emergency 911 digits, 311 offers easy access to municipal services and information that would otherwise be difficult for some residents to find. What the city didn't anticipate was the call volume that would ensure once the service was implemented. Customer hang-ups ended up accounting for 100,000 lost calls, thus rendering the service inefficient and a misuse of tax dollars.
5/2/2013
inContact Adds Leading Regional Bank to its Portfolio of Customers
The banking business is tough enough these days, what with maintaining brick and mortar buildings, online banking, smartphone usage for e-mailing checks and call centers to handle all the inevitable complaints that will arise. But one bank has taken a step toward easing those challenges with the selection of inContact for its service delivery options.
4/30/2013
Call Center Service Assists The Serious Skincare Company
Call centers are important for businesses of all shapes and sizes, from technology to skin care. That is made particularly clear by the new integrated fulfillment and call center service adopted by The Serious Skincare Company, one of the first Scottish companies to do so, in order to help process and distribute its products throughout the U.K.
4/29/2013
The Compelling Value Proposition of the Cloud Touches Every Corner of ERP
There are few departments, functions or applications within the enterprise that haven't been affected by a move to cloud-based solutions one way or another, though we likely still associate the cloud more with sales and call-center functions. Consulting firm Eval-Source recently updated its enterprise resource planning (ERP) Cloud and SaaS Buyer's Guide to address changes in that area. For starters, the new guide contains about twice as many vendors as the 2011 version, a testament to how the cloud has changed the ERP market. It includes more vendor profiles, updated research on trends and case studies that address best practices.
4/29/2013
Leading BPO Selects inContact to Connect Network of Customer Support Professionals
InContact, the provider of cloud contact center software, is currently on a roll. It added seven new business process outsourcer (BPO) customers in the first quarter of 2013, and added yet another feather to its cap when it was chosen by a leading BPO to connect a large network of professionals providing customer support services.
4/25/2013
The Millennial Generation Makes Ideal Call Center Workers (Under the Right Circumstances)
In the past few years, we've seen unprecedented technological changes in the contact center, including the advent of Voice over IP (VoIP) call-center platforms and cloud contact centers, allowing companies to build virtual and remote contact center networks that spread all over the world.
4/25/2013
Reduce the Customer Effort for Optimal Contact Center Success
It's well known that the contact center is put in place to handle customer support. Management often looks at the number of calls handled within a certain time period, the percentage of issues resolved within first contact, the number of abandoned calls when the customer has to wait too long and the number of calls completed by an agent within a specified time period.
4/24/2013
Many Benefits for Hotels That Embrace the Cloud
Most industries can benefit from the cloud, and the hospitality industry is no exception. Hotels, in particular, have the opportunity both to leverage common benefits of the cloud and also take advantage of some industry-specific opportunities.
4/22/2013
inContact Wins Vacation Timeshare Client with Cloud-Based Contact Center Software
Cloud contact center software provider inContact announced earlier this week that it has been selected by a leading vacation timeshare company to support the company's more than 300 contact center agents, according to a statement by inContact.
4/19/2013
inContact Continues Strong Expansion With Seven New Financial Services Clients
inContact, the leader in cloud contact-center software and contact center agent tools, continues its expansive growth with the announcement of adding seven new financial services customers in the first quarter of the year.
4/16/2013
Customer Acquisition Company Finds Flexibility to Grow with inContact Cloud-based Call Center
Customer acquisition company CLEARLINK implements marketing campaigns for a wide variety of large national corporations. As a result, the company relies heavily on its call center. Until recently, the company was relying upon a premise-based call center solution that wasn't providing the flexibility it needed to better gauge campaign effectiveness. The company considered upgrading its existing hardware-based call center equipment, but quickly realized that this approach would be both costly and unable to provide the degree of flexibility the company sought. Essentially, the company realized it was time to turn to the cloud.
4/12/2013
inContact Helps Prepaid Landline Service New Talk Increase Efficiencies and Lower Headcount
One provider of cloud-based contact center management, inContact, recently recounted the way a customer of its solution did just that. New Talk, a prepaid landline telephone service provider, provides a vital service to customers with less than perfect credit or those who prefer not to divulge their personal identification data just to get a phone. Their services, which are used by 20,000 customers in the Fort Worth, Texas area, help lower income individuals attain and keep landline telephone service in their homes.
4/12/2013
Social Media in Customer Contact: Changing Not Just the Channel, but the Speed
While social media has changed the way many people communicate - one in five people on Earth has a Facebook account - the way it has changed the way we do business is more complex. Social media has made itself felt most strongly in the realms of customer service and marketing. As customers use social media to communicate with one another, so too do they use social media to communicate with companies. Even more importantly, they expect answers and responses. For marketing, social media has provided dynamic new channels through which to get the message out.
4/11/2013
Acumen and LoadSpring Partner to Deliver Hosted Project Analytics Software
Acumen, a project management company, has formed partnership with LoadSpring, which specializes in the implementation and deployment of project management software, to deliver Acumen's project analytics software in hosted environment. The partnership is mutually beneficial as it helps Acumen broaden its project management deployment options. On the other hand LoadSpring clients will be able to deploy the Acumen software suite on an advanced Web portal where analytics, reporting, and views can be shared quickly and easily with other company users.
4/1/2013
Quintiq Supply Chain Planning and Workforce Optimization Improve Fatigue Management
Quintiq, a SAP-certified company that provides supply chain planning and workforce optimization (SCP&O) solutions, enables enterprises to improve efficiency at every stage of the supply chain journey. Enterprises increasingly turn to Workforce optimization solutions to improve efficiency and effectiveness of their customer interactions. These solutions help them capture interactions across all channels, analyze to reveal insights, and drive actions that impact business results and customer experience.
3/25/2013
Calabrio Helps Call Centers Understand Big Data
Calabrio, a provider of workforce optimization and unified desktop software for call centers located around the world, is helping these centers understand the massive amounts of data they find in their midst.
3/25/2013
Calabrio Enhances Calabrio ONE Workforce Management Software
Calabrio, a provider of contact center workforce optimization and analytics software, has expanded its workforce management (WFM) software with advanced capabilities. Enhancements of the Calabrio ONE Workforce Management (WFM) software focus on advanced schedule management, planning and creation processes.
3/21/2013
NICE, Silver Lining Solutions Enhance Call Center Workforce Optimization
NICE Systems, a provider of workforce optimization and customer experience management solutions, has been expanding horizons with a number of technology partnerships. In one such development, the workforce optimization provider has partnered with Silver Lining Solutions to deliver enhanced call center workforce optimization solutions that help organizations derive the best value from their technology investments.
3/21/2013
dvsAnalytics and The Workforce Management Software Group Execute OEM Reseller Agreement
Today, dvsAnalytics is known for its Encore product suite that integrates customer interaction recording, quality management, and analytics software in a single package. In an effort to enhance the software suite, dvsAnalytics has forged an OEM agreement with The Workforce Management Software Group, Inc., (WFMSG). The deal allows dvsAnalytics to resell the latter's Community workforce management solution within its existing framework.
3/12/2013
PSC Solutions to Deliver ASC Workforce Optimization Suite in Brazil
ASC, a provider of call center workforce optimization (WFO) solutions, has signed a technology partnership with PCS Solutions, a provider of IT and telecom systems for contact center platforms in Brazil, to deliver ASC's workforce optimization suite to Brazilian organizations.
3/12/2013
Why Call Center Management Benefits from Call Recording
Customer interactions can play a large part in satisfaction. Whether that satisfaction is on the part of the customer, the agent or the company, the interaction that achieves satisfaction for all three is a quality engagement. Once achieved, it can be difficult to duplicate. Fortunately, call center management can employ call recording software to help.
3/6/2013
ASC, Teleopti Partner to Enhance Workforce Optimization Offerings to Call Centers
ASC, a provider of workforce optimization solutions for call centers and other markets, has formed partnership with Teleopti, a provider of workforce management (WFM) software for call centers, to deliver a combined offering to the call center industry.
3/4/2013
NICE Unveils Cloud-Based Call Center Workforce Optimization Suite
NICE Systems, a provider of call center workforce optimization solution, has introduced a breakthrough offering that delivers the entire capabilities for recording, quality management, analytics, workforce management, performance management, incentive compensation management, and voice of the customer in cloud.
3/4/2013
Indosoft's Work Force Management Integration Connector Provides ACD Data for Improved Scheduling
When it comes to call center workforce management and optimization, automatic call distribution (ACD) plays a big role as the primary purpose of ACD software is to disperse incoming calls to contact center agents with specific skills. ACD utilizes a rule-based routing strategy based on instructions that dictate how inbound calls are directed.
2/28/2013
inContact's New Cloud Contact Center Software Harmonizes Operations for Improved Customer Experience
Over the years, cloud contact center software has quickly grown to deliver benefits of traditional premise applications combined with a much more flexible and scalable model. It has been proven that moving a contact center to the cloud brings countless benefits including working with outsourced agents, cost-savings and minimizing the frequency of bad customer experiences.
2/27/2013
Why the Cloud is Critical for Contact Center Outsourcing Profitability
The buzz surrounding the benefits associated with the cloud can seem like nothing more than hype. Vendors are pining for greater market share and why not flood the market with propaganda that supports a migration that secures their revenue strategy indefinitely? The problem with this argument is that the benefits associated with the cloud are very real and not just relegated to one industry.
2/27/2013
ClickSoftware Technologies Unveils Free App for Mobile Workforce Optimization
ClickSoftware Technologies, a provider of automated mobile workforce management solutions, has unveiled ClickExpress Lite, a new free app for mobile team management. The cloud-based application is a powerful, but simple tool that can be used by everyone alike. It is ideally designed for small firms, project teams or even large families that want to organize and manage day-to-day tasks in a more convenient manner.
2/21/2013
Verint Systems Leads in Cloud-based Workforce Optimization Market
Verint Systems, a provider of Enterprise Intelligence Solutions and Security Intelligence Solutions, announced it continues to lead hosted and cloud-based workforce optimization market. Recently, DMG Consulting declared Verint as the market leader in hosted/cloud-based workforce optimization (WFO) revenue with more than twice as much market share as the closest competitor.
2/19/2013
Knoahsoft Workforce Optimization Solutions Now Available through Avaya
Call center workforce optimization solutions provider KnoahSoft's Harmony suite of solutions is now available directly from Avaya and its channel partners. KnoahSoft is offering a suite of recording, quality assurance, surveying, workforce management and analytics solutions through the Avaya Select Product Program.
2/13/2013
Ushering in Multichannel Excellence with Cloud-based Workforce Optimization
While contact centers have always had a lot of demands placed on them - answer all calls quickly, keep the calls short, provide the information needed, keep the customer relationship positive, boost the sales and do it all under a limited budget - these days, it seems like the demands are multiplying. New media channels have broadened the contact center's footprint as well as the expectations placed upon it. Social media channels have hit like a bolt out of the blue, and today's increasingly mobile customer base expects high quality service at any time, day or night.
2/12/2013
OpenSpan Experiences Record 2012 Workforce Optimization Performance
OpenSpan, Inc., a provider of user optimization, activity management and automation solutions, has recently shared its 2012 results, with a record-breaking performance. This past year, OpenSpan saw revenue increasing 69 percent, with over 130-percent growth in software license revenue compared to 2011. Growth increased product development spend by over 100 percent.
2/7/2013
Aspect Software, eg Deliver Combined Back Office Optimization Solution
Aspect Software, a provider of customer contact and call center workforce optimization solutions, has partnered with eg solutions, a provider of back office optimization and services, to deliver a combined back-office WFO solution that brings cost savings from 20 percent to 40 percent.
2/7/2013
inContact Extends Presence in Healthcare and BPO Verticals
inContact has extended its presence across an assortment of industries. The organization aims to offer cloud offerings to these industries with an aim to resolve customer service issues that have not be successfully tackled by proprietary premise technology.
1/31/2013
TZA Unveils ProTrack Mobile Application
TZA, a premier provider of supply chain productivity software and services, recently launched a new mobile app for the users of ProTrack Labor Management System.
1/28/2013
Top 10 Characteristics of an Effective Quality Management Program
Even with the cutting edge customer experience tools that contact centers have at their disposal today, inContact, a company that helps contact centers create profitable customer experiences through its cloud-based call center software solutions, is continuing to push boundaries in order to stay on top of the trends that customers care about most.
1/23/2013
Call Center Workforce Optimization Provider Verint Unveils Customer Advisory Council for 2012-13
Verint Systems, a provider of back-office operations and call center workforce optimization solutions, has unveiled the list of back-office Customer Advisory Council members for 2012-2013. The company's back-office Customer Advisory Council is established with a focus on driving enterprise workforce optimization in today's back-office operations environments.
1/22/2013
Calabrio Enhances its Call Recording Platform for Improved Workforce Optimization
In the call center, workforce optimization helps companies improve the efficiency of their customer interactions through solutions that capture those interactions across all channels, analyze them to reveal insights, and drive actions that impact business results and customer experience.
1/17/2013
Key Motivators to Drive Quality Evaluations in Call Center Workforce Optimization
While the call center serves as a critical interaction point between the customer and the company, a focus on quality customer care has to begin with the call center staff. If staff members are not adequately trained for the predicted volume of interactions; if skills sets are not effectively managed in the distribution of calls; or if the tools necessary to complete accurate interactions are not readily available, the customer experience suffers. To ensure the opposite is true, the implementation of call center workforce optimization is a good investment.
1/17/2013
Can You Improve Performance with Robust Call Center Workforce Optimization?
How often are you able to deliver on customer expectations? Are all of your customer contact channels in sync? Do you measure each customer experience and then evaluate how you can improve upon it? Is your call center workforce optimization solution meeting your expectations? If you're unable to answer in the affirmative to any of these questions, it may be time to take a step back and evaluate your current process
1/17/2013
The Key to Successful Call Center Workforce Optimization
Change in the contact center is not always met with positive results. Those who have been in the industry for a while know what works and what doesn't and are often known to stay the course rather than rock the boat. Such a mentality can be damaging to the mentality and productivity of the center, however, especially when call center workforce optimization can lead to significant gains.
1/17/2013
This week has been brisk for domestic contact center news, so we've pulled together a round-up of the latest openings, expansions and government grants in the U.S. contact center industry.
5/15/2013
inContact To Lead the Way on Customer Service Webinar
inContact, the leader in flexible cloud-based software, helps contact centers efficiently support their customers with personalized interactions. The result is high customer satisfaction, low attrition and brand loyalty.
5/13/2013
GreatCall Plans to Open a New Call Center
GreatCall is opening a new call center, to be located in Reno, Nevada. The San Diego-based company, which provides the Jitterbug cell phone service, will use this new center to help handle the growing demand from its customers.
5/13/2013
inContact's Benchmark Assessment Tool Helps Improve Business
Contact center managers certainly have their work cut out for themselves. Companies spanning all industries and sizes can hurt their company image and credibility with their customers due to poor customer care experiences, and how the customer is taken care of relies heavily on how the call center functions. If you're in the contact center business, what is one way of finding out how your center measures up? A simple contact center assessment is one good first step.
5/13/2013
Want to Succeed as a Call Center? Collaborate with IT Leaders
Operations in the cloud can lend considerable value to the enterprise or small business, in that they have access to extended features and capabilities at a much lower price. At the same time, the cloud also allows for access to applications from any browser, anywhere. This kind of access and operation is great when everything is working beautifully. In the call center environment, there are so many working parts that it seems like a challenge to think everything is running perfectly at all times.
5/9/2013
Chabad House Creates a Virtual Home with Its Call Center
It started with a program to check mezuzahs, the rolled-up parchment affixed on the doorways of Jewish homes in Israel that need to be reviewed by a certified scribe every few years. The Chabad House, the largest Jewish organization in the world, according to Chabad.org, advertised that anyone could dial *3770 in Israel and someone from Chabad.org would come by to pick up and review the scrolls.
5/7/2013
VA Improves Caller Experience; Launches New Female Veterans Line
Disparate views are a common phenomenon within the call center. With multiple channels and a variety of platforms to access in an effort to complete one call, it's not unusual for an agent to have to navigate 10 or more views in just one phone call. In terms of efficiency, this is not the ideal approach to the business.
5/6/2013
Call Center Growth and Happenings Across the U.S.
Call center growth in the United States continues, thanks to a combination of expansions of existing companies and "re-shoring" initiatives that are bringing call center jobs that were formerly outsourced to foreign shores back to the U.S. The following is a roundup of recent happenings in call center openings and expansions.
5/6/2013
inContact Posts Huge Earnings Jump for Q1 2013
inContact, a provider of cloud contact center software, increased earnings by 39 percent over Q4 2012, its biggest jump ever, the company has reported.
5/3/2013
Sacramento's 311 Service Teaches a Lesson in Call Center Management
Back in 2008, the city of Sacramento, California, hopped on board with a 311 service for its residents. Vastly different from the emergency 911 digits, 311 offers easy access to municipal services and information that would otherwise be difficult for some residents to find. What the city didn't anticipate was the call volume that would ensure once the service was implemented. Customer hang-ups ended up accounting for 100,000 lost calls, thus rendering the service inefficient and a misuse of tax dollars.
5/2/2013
inContact Adds Leading Regional Bank to its Portfolio of Customers
The banking business is tough enough these days, what with maintaining brick and mortar buildings, online banking, smartphone usage for e-mailing checks and call centers to handle all the inevitable complaints that will arise. But one bank has taken a step toward easing those challenges with the selection of inContact for its service delivery options.
4/30/2013
Call Center Service Assists The Serious Skincare Company
Call centers are important for businesses of all shapes and sizes, from technology to skin care. That is made particularly clear by the new integrated fulfillment and call center service adopted by The Serious Skincare Company, one of the first Scottish companies to do so, in order to help process and distribute its products throughout the U.K.
4/29/2013
The Compelling Value Proposition of the Cloud Touches Every Corner of ERP
There are few departments, functions or applications within the enterprise that haven't been affected by a move to cloud-based solutions one way or another, though we likely still associate the cloud more with sales and call-center functions. Consulting firm Eval-Source recently updated its enterprise resource planning (ERP) Cloud and SaaS Buyer's Guide to address changes in that area. For starters, the new guide contains about twice as many vendors as the 2011 version, a testament to how the cloud has changed the ERP market. It includes more vendor profiles, updated research on trends and case studies that address best practices.
4/29/2013
Leading BPO Selects inContact to Connect Network of Customer Support Professionals
InContact, the provider of cloud contact center software, is currently on a roll. It added seven new business process outsourcer (BPO) customers in the first quarter of 2013, and added yet another feather to its cap when it was chosen by a leading BPO to connect a large network of professionals providing customer support services.
4/25/2013
The Millennial Generation Makes Ideal Call Center Workers (Under the Right Circumstances)
In the past few years, we've seen unprecedented technological changes in the contact center, including the advent of Voice over IP (VoIP) call-center platforms and cloud contact centers, allowing companies to build virtual and remote contact center networks that spread all over the world.
4/25/2013
Reduce the Customer Effort for Optimal Contact Center Success
It's well known that the contact center is put in place to handle customer support. Management often looks at the number of calls handled within a certain time period, the percentage of issues resolved within first contact, the number of abandoned calls when the customer has to wait too long and the number of calls completed by an agent within a specified time period.
4/24/2013
Many Benefits for Hotels That Embrace the Cloud
Most industries can benefit from the cloud, and the hospitality industry is no exception. Hotels, in particular, have the opportunity both to leverage common benefits of the cloud and also take advantage of some industry-specific opportunities.
4/22/2013
inContact Wins Vacation Timeshare Client with Cloud-Based Contact Center Software
Cloud contact center software provider inContact announced earlier this week that it has been selected by a leading vacation timeshare company to support the company's more than 300 contact center agents, according to a statement by inContact.
4/19/2013
inContact Continues Strong Expansion With Seven New Financial Services Clients
inContact, the leader in cloud contact-center software and contact center agent tools, continues its expansive growth with the announcement of adding seven new financial services customers in the first quarter of the year.
4/16/2013
Customer Acquisition Company Finds Flexibility to Grow with inContact Cloud-based Call Center
Customer acquisition company CLEARLINK implements marketing campaigns for a wide variety of large national corporations. As a result, the company relies heavily on its call center. Until recently, the company was relying upon a premise-based call center solution that wasn't providing the flexibility it needed to better gauge campaign effectiveness. The company considered upgrading its existing hardware-based call center equipment, but quickly realized that this approach would be both costly and unable to provide the degree of flexibility the company sought. Essentially, the company realized it was time to turn to the cloud.
4/12/2013
inContact Helps Prepaid Landline Service New Talk Increase Efficiencies and Lower Headcount
One provider of cloud-based contact center management, inContact, recently recounted the way a customer of its solution did just that. New Talk, a prepaid landline telephone service provider, provides a vital service to customers with less than perfect credit or those who prefer not to divulge their personal identification data just to get a phone. Their services, which are used by 20,000 customers in the Fort Worth, Texas area, help lower income individuals attain and keep landline telephone service in their homes.
4/12/2013
Social Media in Customer Contact: Changing Not Just the Channel, but the Speed
While social media has changed the way many people communicate - one in five people on Earth has a Facebook account - the way it has changed the way we do business is more complex. Social media has made itself felt most strongly in the realms of customer service and marketing. As customers use social media to communicate with one another, so too do they use social media to communicate with companies. Even more importantly, they expect answers and responses. For marketing, social media has provided dynamic new channels through which to get the message out.
4/11/2013
Acumen and LoadSpring Partner to Deliver Hosted Project Analytics Software
Acumen, a project management company, has formed partnership with LoadSpring, which specializes in the implementation and deployment of project management software, to deliver Acumen's project analytics software in hosted environment. The partnership is mutually beneficial as it helps Acumen broaden its project management deployment options. On the other hand LoadSpring clients will be able to deploy the Acumen software suite on an advanced Web portal where analytics, reporting, and views can be shared quickly and easily with other company users.
4/1/2013
Quintiq Supply Chain Planning and Workforce Optimization Improve Fatigue Management
Quintiq, a SAP-certified company that provides supply chain planning and workforce optimization (SCP&O) solutions, enables enterprises to improve efficiency at every stage of the supply chain journey. Enterprises increasingly turn to Workforce optimization solutions to improve efficiency and effectiveness of their customer interactions. These solutions help them capture interactions across all channels, analyze to reveal insights, and drive actions that impact business results and customer experience.
3/25/2013
Calabrio Helps Call Centers Understand Big Data
Calabrio, a provider of workforce optimization and unified desktop software for call centers located around the world, is helping these centers understand the massive amounts of data they find in their midst.
3/25/2013
Calabrio Enhances Calabrio ONE Workforce Management Software
Calabrio, a provider of contact center workforce optimization and analytics software, has expanded its workforce management (WFM) software with advanced capabilities. Enhancements of the Calabrio ONE Workforce Management (WFM) software focus on advanced schedule management, planning and creation processes.
3/21/2013
NICE, Silver Lining Solutions Enhance Call Center Workforce Optimization
NICE Systems, a provider of workforce optimization and customer experience management solutions, has been expanding horizons with a number of technology partnerships. In one such development, the workforce optimization provider has partnered with Silver Lining Solutions to deliver enhanced call center workforce optimization solutions that help organizations derive the best value from their technology investments.
3/21/2013
dvsAnalytics and The Workforce Management Software Group Execute OEM Reseller Agreement
Today, dvsAnalytics is known for its Encore product suite that integrates customer interaction recording, quality management, and analytics software in a single package. In an effort to enhance the software suite, dvsAnalytics has forged an OEM agreement with The Workforce Management Software Group, Inc., (WFMSG). The deal allows dvsAnalytics to resell the latter's Community workforce management solution within its existing framework.
3/12/2013
PSC Solutions to Deliver ASC Workforce Optimization Suite in Brazil
ASC, a provider of call center workforce optimization (WFO) solutions, has signed a technology partnership with PCS Solutions, a provider of IT and telecom systems for contact center platforms in Brazil, to deliver ASC's workforce optimization suite to Brazilian organizations.
3/12/2013
Why Call Center Management Benefits from Call Recording
Customer interactions can play a large part in satisfaction. Whether that satisfaction is on the part of the customer, the agent or the company, the interaction that achieves satisfaction for all three is a quality engagement. Once achieved, it can be difficult to duplicate. Fortunately, call center management can employ call recording software to help.
3/6/2013
ASC, Teleopti Partner to Enhance Workforce Optimization Offerings to Call Centers
ASC, a provider of workforce optimization solutions for call centers and other markets, has formed partnership with Teleopti, a provider of workforce management (WFM) software for call centers, to deliver a combined offering to the call center industry.
3/4/2013
NICE Unveils Cloud-Based Call Center Workforce Optimization Suite
NICE Systems, a provider of call center workforce optimization solution, has introduced a breakthrough offering that delivers the entire capabilities for recording, quality management, analytics, workforce management, performance management, incentive compensation management, and voice of the customer in cloud.
3/4/2013
Indosoft's Work Force Management Integration Connector Provides ACD Data for Improved Scheduling
When it comes to call center workforce management and optimization, automatic call distribution (ACD) plays a big role as the primary purpose of ACD software is to disperse incoming calls to contact center agents with specific skills. ACD utilizes a rule-based routing strategy based on instructions that dictate how inbound calls are directed.
2/28/2013
inContact's New Cloud Contact Center Software Harmonizes Operations for Improved Customer Experience
Over the years, cloud contact center software has quickly grown to deliver benefits of traditional premise applications combined with a much more flexible and scalable model. It has been proven that moving a contact center to the cloud brings countless benefits including working with outsourced agents, cost-savings and minimizing the frequency of bad customer experiences.
2/27/2013
Why the Cloud is Critical for Contact Center Outsourcing Profitability
The buzz surrounding the benefits associated with the cloud can seem like nothing more than hype. Vendors are pining for greater market share and why not flood the market with propaganda that supports a migration that secures their revenue strategy indefinitely? The problem with this argument is that the benefits associated with the cloud are very real and not just relegated to one industry.
2/27/2013
ClickSoftware Technologies Unveils Free App for Mobile Workforce Optimization
ClickSoftware Technologies, a provider of automated mobile workforce management solutions, has unveiled ClickExpress Lite, a new free app for mobile team management. The cloud-based application is a powerful, but simple tool that can be used by everyone alike. It is ideally designed for small firms, project teams or even large families that want to organize and manage day-to-day tasks in a more convenient manner.
2/21/2013
Verint Systems Leads in Cloud-based Workforce Optimization Market
Verint Systems, a provider of Enterprise Intelligence Solutions and Security Intelligence Solutions, announced it continues to lead hosted and cloud-based workforce optimization market. Recently, DMG Consulting declared Verint as the market leader in hosted/cloud-based workforce optimization (WFO) revenue with more than twice as much market share as the closest competitor.
2/19/2013
Knoahsoft Workforce Optimization Solutions Now Available through Avaya
Call center workforce optimization solutions provider KnoahSoft's Harmony suite of solutions is now available directly from Avaya and its channel partners. KnoahSoft is offering a suite of recording, quality assurance, surveying, workforce management and analytics solutions through the Avaya Select Product Program.
2/13/2013
Ushering in Multichannel Excellence with Cloud-based Workforce Optimization
While contact centers have always had a lot of demands placed on them - answer all calls quickly, keep the calls short, provide the information needed, keep the customer relationship positive, boost the sales and do it all under a limited budget - these days, it seems like the demands are multiplying. New media channels have broadened the contact center's footprint as well as the expectations placed upon it. Social media channels have hit like a bolt out of the blue, and today's increasingly mobile customer base expects high quality service at any time, day or night.
2/12/2013
OpenSpan Experiences Record 2012 Workforce Optimization Performance
OpenSpan, Inc., a provider of user optimization, activity management and automation solutions, has recently shared its 2012 results, with a record-breaking performance. This past year, OpenSpan saw revenue increasing 69 percent, with over 130-percent growth in software license revenue compared to 2011. Growth increased product development spend by over 100 percent.
2/7/2013
Aspect Software, eg Deliver Combined Back Office Optimization Solution
Aspect Software, a provider of customer contact and call center workforce optimization solutions, has partnered with eg solutions, a provider of back office optimization and services, to deliver a combined back-office WFO solution that brings cost savings from 20 percent to 40 percent.
2/7/2013
inContact Extends Presence in Healthcare and BPO Verticals
inContact has extended its presence across an assortment of industries. The organization aims to offer cloud offerings to these industries with an aim to resolve customer service issues that have not be successfully tackled by proprietary premise technology.
1/31/2013
TZA Unveils ProTrack Mobile Application
TZA, a premier provider of supply chain productivity software and services, recently launched a new mobile app for the users of ProTrack Labor Management System.
1/28/2013
Top 10 Characteristics of an Effective Quality Management Program
Even with the cutting edge customer experience tools that contact centers have at their disposal today, inContact, a company that helps contact centers create profitable customer experiences through its cloud-based call center software solutions, is continuing to push boundaries in order to stay on top of the trends that customers care about most.
1/23/2013
Call Center Workforce Optimization Provider Verint Unveils Customer Advisory Council for 2012-13
Verint Systems, a provider of back-office operations and call center workforce optimization solutions, has unveiled the list of back-office Customer Advisory Council members for 2012-2013. The company's back-office Customer Advisory Council is established with a focus on driving enterprise workforce optimization in today's back-office operations environments.
1/22/2013
Calabrio Enhances its Call Recording Platform for Improved Workforce Optimization
In the call center, workforce optimization helps companies improve the efficiency of their customer interactions through solutions that capture those interactions across all channels, analyze them to reveal insights, and drive actions that impact business results and customer experience.
1/17/2013
Key Motivators to Drive Quality Evaluations in Call Center Workforce Optimization
While the call center serves as a critical interaction point between the customer and the company, a focus on quality customer care has to begin with the call center staff. If staff members are not adequately trained for the predicted volume of interactions; if skills sets are not effectively managed in the distribution of calls; or if the tools necessary to complete accurate interactions are not readily available, the customer experience suffers. To ensure the opposite is true, the implementation of call center workforce optimization is a good investment.
1/17/2013
Can You Improve Performance with Robust Call Center Workforce Optimization?
How often are you able to deliver on customer expectations? Are all of your customer contact channels in sync? Do you measure each customer experience and then evaluate how you can improve upon it? Is your call center workforce optimization solution meeting your expectations? If you're unable to answer in the affirmative to any of these questions, it may be time to take a step back and evaluate your current process
1/17/2013
The Key to Successful Call Center Workforce Optimization
Change in the contact center is not always met with positive results. Those who have been in the industry for a while know what works and what doesn't and are often known to stay the course rather than rock the boat. Such a mentality can be damaging to the mentality and productivity of the center, however, especially when call center workforce optimization can lead to significant gains.
1/17/2013
GreatCall is opening a new call center, to be located in Reno, Nevada. The San Diego-based company, which provides the Jitterbug cell phone service, will use this new center to help handle the growing demand from its customers.
5/13/2013
inContact's Benchmark Assessment Tool Helps Improve Business
Contact center managers certainly have their work cut out for themselves. Companies spanning all industries and sizes can hurt their company image and credibility with their customers due to poor customer care experiences, and how the customer is taken care of relies heavily on how the call center functions. If you're in the contact center business, what is one way of finding out how your center measures up? A simple contact center assessment is one good first step.
5/13/2013
Want to Succeed as a Call Center? Collaborate with IT Leaders
Operations in the cloud can lend considerable value to the enterprise or small business, in that they have access to extended features and capabilities at a much lower price. At the same time, the cloud also allows for access to applications from any browser, anywhere. This kind of access and operation is great when everything is working beautifully. In the call center environment, there are so many working parts that it seems like a challenge to think everything is running perfectly at all times.
5/9/2013
Chabad House Creates a Virtual Home with Its Call Center
It started with a program to check mezuzahs, the rolled-up parchment affixed on the doorways of Jewish homes in Israel that need to be reviewed by a certified scribe every few years. The Chabad House, the largest Jewish organization in the world, according to Chabad.org, advertised that anyone could dial *3770 in Israel and someone from Chabad.org would come by to pick up and review the scrolls.
5/7/2013
VA Improves Caller Experience; Launches New Female Veterans Line
Disparate views are a common phenomenon within the call center. With multiple channels and a variety of platforms to access in an effort to complete one call, it's not unusual for an agent to have to navigate 10 or more views in just one phone call. In terms of efficiency, this is not the ideal approach to the business.
5/6/2013
Call Center Growth and Happenings Across the U.S.
Call center growth in the United States continues, thanks to a combination of expansions of existing companies and "re-shoring" initiatives that are bringing call center jobs that were formerly outsourced to foreign shores back to the U.S. The following is a roundup of recent happenings in call center openings and expansions.
5/6/2013
inContact Posts Huge Earnings Jump for Q1 2013
inContact, a provider of cloud contact center software, increased earnings by 39 percent over Q4 2012, its biggest jump ever, the company has reported.
5/3/2013
Sacramento's 311 Service Teaches a Lesson in Call Center Management
Back in 2008, the city of Sacramento, California, hopped on board with a 311 service for its residents. Vastly different from the emergency 911 digits, 311 offers easy access to municipal services and information that would otherwise be difficult for some residents to find. What the city didn't anticipate was the call volume that would ensure once the service was implemented. Customer hang-ups ended up accounting for 100,000 lost calls, thus rendering the service inefficient and a misuse of tax dollars.
5/2/2013
inContact Adds Leading Regional Bank to its Portfolio of Customers
The banking business is tough enough these days, what with maintaining brick and mortar buildings, online banking, smartphone usage for e-mailing checks and call centers to handle all the inevitable complaints that will arise. But one bank has taken a step toward easing those challenges with the selection of inContact for its service delivery options.
4/30/2013
Call Center Service Assists The Serious Skincare Company
Call centers are important for businesses of all shapes and sizes, from technology to skin care. That is made particularly clear by the new integrated fulfillment and call center service adopted by The Serious Skincare Company, one of the first Scottish companies to do so, in order to help process and distribute its products throughout the U.K.
4/29/2013
The Compelling Value Proposition of the Cloud Touches Every Corner of ERP
There are few departments, functions or applications within the enterprise that haven't been affected by a move to cloud-based solutions one way or another, though we likely still associate the cloud more with sales and call-center functions. Consulting firm Eval-Source recently updated its enterprise resource planning (ERP) Cloud and SaaS Buyer's Guide to address changes in that area. For starters, the new guide contains about twice as many vendors as the 2011 version, a testament to how the cloud has changed the ERP market. It includes more vendor profiles, updated research on trends and case studies that address best practices.
4/29/2013
Leading BPO Selects inContact to Connect Network of Customer Support Professionals
InContact, the provider of cloud contact center software, is currently on a roll. It added seven new business process outsourcer (BPO) customers in the first quarter of 2013, and added yet another feather to its cap when it was chosen by a leading BPO to connect a large network of professionals providing customer support services.
4/25/2013
The Millennial Generation Makes Ideal Call Center Workers (Under the Right Circumstances)
In the past few years, we've seen unprecedented technological changes in the contact center, including the advent of Voice over IP (VoIP) call-center platforms and cloud contact centers, allowing companies to build virtual and remote contact center networks that spread all over the world.
4/25/2013
Reduce the Customer Effort for Optimal Contact Center Success
It's well known that the contact center is put in place to handle customer support. Management often looks at the number of calls handled within a certain time period, the percentage of issues resolved within first contact, the number of abandoned calls when the customer has to wait too long and the number of calls completed by an agent within a specified time period.
4/24/2013
Many Benefits for Hotels That Embrace the Cloud
Most industries can benefit from the cloud, and the hospitality industry is no exception. Hotels, in particular, have the opportunity both to leverage common benefits of the cloud and also take advantage of some industry-specific opportunities.
4/22/2013
inContact Wins Vacation Timeshare Client with Cloud-Based Contact Center Software
Cloud contact center software provider inContact announced earlier this week that it has been selected by a leading vacation timeshare company to support the company's more than 300 contact center agents, according to a statement by inContact.
4/19/2013
inContact Continues Strong Expansion With Seven New Financial Services Clients
inContact, the leader in cloud contact-center software and contact center agent tools, continues its expansive growth with the announcement of adding seven new financial services customers in the first quarter of the year.
4/16/2013
Customer Acquisition Company Finds Flexibility to Grow with inContact Cloud-based Call Center
Customer acquisition company CLEARLINK implements marketing campaigns for a wide variety of large national corporations. As a result, the company relies heavily on its call center. Until recently, the company was relying upon a premise-based call center solution that wasn't providing the flexibility it needed to better gauge campaign effectiveness. The company considered upgrading its existing hardware-based call center equipment, but quickly realized that this approach would be both costly and unable to provide the degree of flexibility the company sought. Essentially, the company realized it was time to turn to the cloud.
4/12/2013
inContact Helps Prepaid Landline Service New Talk Increase Efficiencies and Lower Headcount
One provider of cloud-based contact center management, inContact, recently recounted the way a customer of its solution did just that. New Talk, a prepaid landline telephone service provider, provides a vital service to customers with less than perfect credit or those who prefer not to divulge their personal identification data just to get a phone. Their services, which are used by 20,000 customers in the Fort Worth, Texas area, help lower income individuals attain and keep landline telephone service in their homes.
4/12/2013
Social Media in Customer Contact: Changing Not Just the Channel, but the Speed
While social media has changed the way many people communicate - one in five people on Earth has a Facebook account - the way it has changed the way we do business is more complex. Social media has made itself felt most strongly in the realms of customer service and marketing. As customers use social media to communicate with one another, so too do they use social media to communicate with companies. Even more importantly, they expect answers and responses. For marketing, social media has provided dynamic new channels through which to get the message out.
4/11/2013
Acumen and LoadSpring Partner to Deliver Hosted Project Analytics Software
Acumen, a project management company, has formed partnership with LoadSpring, which specializes in the implementation and deployment of project management software, to deliver Acumen's project analytics software in hosted environment. The partnership is mutually beneficial as it helps Acumen broaden its project management deployment options. On the other hand LoadSpring clients will be able to deploy the Acumen software suite on an advanced Web portal where analytics, reporting, and views can be shared quickly and easily with other company users.
4/1/2013
Quintiq Supply Chain Planning and Workforce Optimization Improve Fatigue Management
Quintiq, a SAP-certified company that provides supply chain planning and workforce optimization (SCP&O) solutions, enables enterprises to improve efficiency at every stage of the supply chain journey. Enterprises increasingly turn to Workforce optimization solutions to improve efficiency and effectiveness of their customer interactions. These solutions help them capture interactions across all channels, analyze to reveal insights, and drive actions that impact business results and customer experience.
3/25/2013
Calabrio Helps Call Centers Understand Big Data
Calabrio, a provider of workforce optimization and unified desktop software for call centers located around the world, is helping these centers understand the massive amounts of data they find in their midst.
3/25/2013
Calabrio Enhances Calabrio ONE Workforce Management Software
Calabrio, a provider of contact center workforce optimization and analytics software, has expanded its workforce management (WFM) software with advanced capabilities. Enhancements of the Calabrio ONE Workforce Management (WFM) software focus on advanced schedule management, planning and creation processes.
3/21/2013
NICE, Silver Lining Solutions Enhance Call Center Workforce Optimization
NICE Systems, a provider of workforce optimization and customer experience management solutions, has been expanding horizons with a number of technology partnerships. In one such development, the workforce optimization provider has partnered with Silver Lining Solutions to deliver enhanced call center workforce optimization solutions that help organizations derive the best value from their technology investments.
3/21/2013
dvsAnalytics and The Workforce Management Software Group Execute OEM Reseller Agreement
Today, dvsAnalytics is known for its Encore product suite that integrates customer interaction recording, quality management, and analytics software in a single package. In an effort to enhance the software suite, dvsAnalytics has forged an OEM agreement with The Workforce Management Software Group, Inc., (WFMSG). The deal allows dvsAnalytics to resell the latter's Community workforce management solution within its existing framework.
3/12/2013
PSC Solutions to Deliver ASC Workforce Optimization Suite in Brazil
ASC, a provider of call center workforce optimization (WFO) solutions, has signed a technology partnership with PCS Solutions, a provider of IT and telecom systems for contact center platforms in Brazil, to deliver ASC's workforce optimization suite to Brazilian organizations.
3/12/2013
Why Call Center Management Benefits from Call Recording
Customer interactions can play a large part in satisfaction. Whether that satisfaction is on the part of the customer, the agent or the company, the interaction that achieves satisfaction for all three is a quality engagement. Once achieved, it can be difficult to duplicate. Fortunately, call center management can employ call recording software to help.
3/6/2013
ASC, Teleopti Partner to Enhance Workforce Optimization Offerings to Call Centers
ASC, a provider of workforce optimization solutions for call centers and other markets, has formed partnership with Teleopti, a provider of workforce management (WFM) software for call centers, to deliver a combined offering to the call center industry.
3/4/2013
NICE Unveils Cloud-Based Call Center Workforce Optimization Suite
NICE Systems, a provider of call center workforce optimization solution, has introduced a breakthrough offering that delivers the entire capabilities for recording, quality management, analytics, workforce management, performance management, incentive compensation management, and voice of the customer in cloud.
3/4/2013
Indosoft's Work Force Management Integration Connector Provides ACD Data for Improved Scheduling
When it comes to call center workforce management and optimization, automatic call distribution (ACD) plays a big role as the primary purpose of ACD software is to disperse incoming calls to contact center agents with specific skills. ACD utilizes a rule-based routing strategy based on instructions that dictate how inbound calls are directed.
2/28/2013
inContact's New Cloud Contact Center Software Harmonizes Operations for Improved Customer Experience
Over the years, cloud contact center software has quickly grown to deliver benefits of traditional premise applications combined with a much more flexible and scalable model. It has been proven that moving a contact center to the cloud brings countless benefits including working with outsourced agents, cost-savings and minimizing the frequency of bad customer experiences.
2/27/2013
Why the Cloud is Critical for Contact Center Outsourcing Profitability
The buzz surrounding the benefits associated with the cloud can seem like nothing more than hype. Vendors are pining for greater market share and why not flood the market with propaganda that supports a migration that secures their revenue strategy indefinitely? The problem with this argument is that the benefits associated with the cloud are very real and not just relegated to one industry.
2/27/2013
ClickSoftware Technologies Unveils Free App for Mobile Workforce Optimization
ClickSoftware Technologies, a provider of automated mobile workforce management solutions, has unveiled ClickExpress Lite, a new free app for mobile team management. The cloud-based application is a powerful, but simple tool that can be used by everyone alike. It is ideally designed for small firms, project teams or even large families that want to organize and manage day-to-day tasks in a more convenient manner.
2/21/2013
Verint Systems Leads in Cloud-based Workforce Optimization Market
Verint Systems, a provider of Enterprise Intelligence Solutions and Security Intelligence Solutions, announced it continues to lead hosted and cloud-based workforce optimization market. Recently, DMG Consulting declared Verint as the market leader in hosted/cloud-based workforce optimization (WFO) revenue with more than twice as much market share as the closest competitor.
2/19/2013
Knoahsoft Workforce Optimization Solutions Now Available through Avaya
Call center workforce optimization solutions provider KnoahSoft's Harmony suite of solutions is now available directly from Avaya and its channel partners. KnoahSoft is offering a suite of recording, quality assurance, surveying, workforce management and analytics solutions through the Avaya Select Product Program.
2/13/2013
Ushering in Multichannel Excellence with Cloud-based Workforce Optimization
While contact centers have always had a lot of demands placed on them - answer all calls quickly, keep the calls short, provide the information needed, keep the customer relationship positive, boost the sales and do it all under a limited budget - these days, it seems like the demands are multiplying. New media channels have broadened the contact center's footprint as well as the expectations placed upon it. Social media channels have hit like a bolt out of the blue, and today's increasingly mobile customer base expects high quality service at any time, day or night.
2/12/2013
OpenSpan Experiences Record 2012 Workforce Optimization Performance
OpenSpan, Inc., a provider of user optimization, activity management and automation solutions, has recently shared its 2012 results, with a record-breaking performance. This past year, OpenSpan saw revenue increasing 69 percent, with over 130-percent growth in software license revenue compared to 2011. Growth increased product development spend by over 100 percent.
2/7/2013
Aspect Software, eg Deliver Combined Back Office Optimization Solution
Aspect Software, a provider of customer contact and call center workforce optimization solutions, has partnered with eg solutions, a provider of back office optimization and services, to deliver a combined back-office WFO solution that brings cost savings from 20 percent to 40 percent.
2/7/2013
inContact Extends Presence in Healthcare and BPO Verticals
inContact has extended its presence across an assortment of industries. The organization aims to offer cloud offerings to these industries with an aim to resolve customer service issues that have not be successfully tackled by proprietary premise technology.
1/31/2013
TZA Unveils ProTrack Mobile Application
TZA, a premier provider of supply chain productivity software and services, recently launched a new mobile app for the users of ProTrack Labor Management System.
1/28/2013
Top 10 Characteristics of an Effective Quality Management Program
Even with the cutting edge customer experience tools that contact centers have at their disposal today, inContact, a company that helps contact centers create profitable customer experiences through its cloud-based call center software solutions, is continuing to push boundaries in order to stay on top of the trends that customers care about most.
1/23/2013
Call Center Workforce Optimization Provider Verint Unveils Customer Advisory Council for 2012-13
Verint Systems, a provider of back-office operations and call center workforce optimization solutions, has unveiled the list of back-office Customer Advisory Council members for 2012-2013. The company's back-office Customer Advisory Council is established with a focus on driving enterprise workforce optimization in today's back-office operations environments.
1/22/2013
Calabrio Enhances its Call Recording Platform for Improved Workforce Optimization
In the call center, workforce optimization helps companies improve the efficiency of their customer interactions through solutions that capture those interactions across all channels, analyze them to reveal insights, and drive actions that impact business results and customer experience.
1/17/2013
Key Motivators to Drive Quality Evaluations in Call Center Workforce Optimization
While the call center serves as a critical interaction point between the customer and the company, a focus on quality customer care has to begin with the call center staff. If staff members are not adequately trained for the predicted volume of interactions; if skills sets are not effectively managed in the distribution of calls; or if the tools necessary to complete accurate interactions are not readily available, the customer experience suffers. To ensure the opposite is true, the implementation of call center workforce optimization is a good investment.
1/17/2013
Can You Improve Performance with Robust Call Center Workforce Optimization?
How often are you able to deliver on customer expectations? Are all of your customer contact channels in sync? Do you measure each customer experience and then evaluate how you can improve upon it? Is your call center workforce optimization solution meeting your expectations? If you're unable to answer in the affirmative to any of these questions, it may be time to take a step back and evaluate your current process
1/17/2013
The Key to Successful Call Center Workforce Optimization
Change in the contact center is not always met with positive results. Those who have been in the industry for a while know what works and what doesn't and are often known to stay the course rather than rock the boat. Such a mentality can be damaging to the mentality and productivity of the center, however, especially when call center workforce optimization can lead to significant gains.
1/17/2013
Operations in the cloud can lend considerable value to the enterprise or small business, in that they have access to extended features and capabilities at a much lower price. At the same time, the cloud also allows for access to applications from any browser, anywhere. This kind of access and operation is great when everything is working beautifully. In the call center environment, there are so many working parts that it seems like a challenge to think everything is running perfectly at all times.
5/9/2013
Chabad House Creates a Virtual Home with Its Call Center
It started with a program to check mezuzahs, the rolled-up parchment affixed on the doorways of Jewish homes in Israel that need to be reviewed by a certified scribe every few years. The Chabad House, the largest Jewish organization in the world, according to Chabad.org, advertised that anyone could dial *3770 in Israel and someone from Chabad.org would come by to pick up and review the scrolls.
5/7/2013
VA Improves Caller Experience; Launches New Female Veterans Line
Disparate views are a common phenomenon within the call center. With multiple channels and a variety of platforms to access in an effort to complete one call, it's not unusual for an agent to have to navigate 10 or more views in just one phone call. In terms of efficiency, this is not the ideal approach to the business.
5/6/2013
Call Center Growth and Happenings Across the U.S.
Call center growth in the United States continues, thanks to a combination of expansions of existing companies and "re-shoring" initiatives that are bringing call center jobs that were formerly outsourced to foreign shores back to the U.S. The following is a roundup of recent happenings in call center openings and expansions.
5/6/2013
inContact Posts Huge Earnings Jump for Q1 2013
inContact, a provider of cloud contact center software, increased earnings by 39 percent over Q4 2012, its biggest jump ever, the company has reported.
5/3/2013
Sacramento's 311 Service Teaches a Lesson in Call Center Management
Back in 2008, the city of Sacramento, California, hopped on board with a 311 service for its residents. Vastly different from the emergency 911 digits, 311 offers easy access to municipal services and information that would otherwise be difficult for some residents to find. What the city didn't anticipate was the call volume that would ensure once the service was implemented. Customer hang-ups ended up accounting for 100,000 lost calls, thus rendering the service inefficient and a misuse of tax dollars.
5/2/2013
inContact Adds Leading Regional Bank to its Portfolio of Customers
The banking business is tough enough these days, what with maintaining brick and mortar buildings, online banking, smartphone usage for e-mailing checks and call centers to handle all the inevitable complaints that will arise. But one bank has taken a step toward easing those challenges with the selection of inContact for its service delivery options.
4/30/2013
Call Center Service Assists The Serious Skincare Company
Call centers are important for businesses of all shapes and sizes, from technology to skin care. That is made particularly clear by the new integrated fulfillment and call center service adopted by The Serious Skincare Company, one of the first Scottish companies to do so, in order to help process and distribute its products throughout the U.K.
4/29/2013
The Compelling Value Proposition of the Cloud Touches Every Corner of ERP
There are few departments, functions or applications within the enterprise that haven't been affected by a move to cloud-based solutions one way or another, though we likely still associate the cloud more with sales and call-center functions. Consulting firm Eval-Source recently updated its enterprise resource planning (ERP) Cloud and SaaS Buyer's Guide to address changes in that area. For starters, the new guide contains about twice as many vendors as the 2011 version, a testament to how the cloud has changed the ERP market. It includes more vendor profiles, updated research on trends and case studies that address best practices.
4/29/2013
Leading BPO Selects inContact to Connect Network of Customer Support Professionals
InContact, the provider of cloud contact center software, is currently on a roll. It added seven new business process outsourcer (BPO) customers in the first quarter of 2013, and added yet another feather to its cap when it was chosen by a leading BPO to connect a large network of professionals providing customer support services.
4/25/2013
The Millennial Generation Makes Ideal Call Center Workers (Under the Right Circumstances)
In the past few years, we've seen unprecedented technological changes in the contact center, including the advent of Voice over IP (VoIP) call-center platforms and cloud contact centers, allowing companies to build virtual and remote contact center networks that spread all over the world.
4/25/2013
Reduce the Customer Effort for Optimal Contact Center Success
It's well known that the contact center is put in place to handle customer support. Management often looks at the number of calls handled within a certain time period, the percentage of issues resolved within first contact, the number of abandoned calls when the customer has to wait too long and the number of calls completed by an agent within a specified time period.
4/24/2013
Many Benefits for Hotels That Embrace the Cloud
Most industries can benefit from the cloud, and the hospitality industry is no exception. Hotels, in particular, have the opportunity both to leverage common benefits of the cloud and also take advantage of some industry-specific opportunities.
4/22/2013
inContact Wins Vacation Timeshare Client with Cloud-Based Contact Center Software
Cloud contact center software provider inContact announced earlier this week that it has been selected by a leading vacation timeshare company to support the company's more than 300 contact center agents, according to a statement by inContact.
4/19/2013
inContact Continues Strong Expansion With Seven New Financial Services Clients
inContact, the leader in cloud contact-center software and contact center agent tools, continues its expansive growth with the announcement of adding seven new financial services customers in the first quarter of the year.
4/16/2013
Customer Acquisition Company Finds Flexibility to Grow with inContact Cloud-based Call Center
Customer acquisition company CLEARLINK implements marketing campaigns for a wide variety of large national corporations. As a result, the company relies heavily on its call center. Until recently, the company was relying upon a premise-based call center solution that wasn't providing the flexibility it needed to better gauge campaign effectiveness. The company considered upgrading its existing hardware-based call center equipment, but quickly realized that this approach would be both costly and unable to provide the degree of flexibility the company sought. Essentially, the company realized it was time to turn to the cloud.
4/12/2013
inContact Helps Prepaid Landline Service New Talk Increase Efficiencies and Lower Headcount
One provider of cloud-based contact center management, inContact, recently recounted the way a customer of its solution did just that. New Talk, a prepaid landline telephone service provider, provides a vital service to customers with less than perfect credit or those who prefer not to divulge their personal identification data just to get a phone. Their services, which are used by 20,000 customers in the Fort Worth, Texas area, help lower income individuals attain and keep landline telephone service in their homes.
4/12/2013
Social Media in Customer Contact: Changing Not Just the Channel, but the Speed
While social media has changed the way many people communicate - one in five people on Earth has a Facebook account - the way it has changed the way we do business is more complex. Social media has made itself felt most strongly in the realms of customer service and marketing. As customers use social media to communicate with one another, so too do they use social media to communicate with companies. Even more importantly, they expect answers and responses. For marketing, social media has provided dynamic new channels through which to get the message out.
4/11/2013
Acumen and LoadSpring Partner to Deliver Hosted Project Analytics Software
Acumen, a project management company, has formed partnership with LoadSpring, which specializes in the implementation and deployment of project management software, to deliver Acumen's project analytics software in hosted environment. The partnership is mutually beneficial as it helps Acumen broaden its project management deployment options. On the other hand LoadSpring clients will be able to deploy the Acumen software suite on an advanced Web portal where analytics, reporting, and views can be shared quickly and easily with other company users.
4/1/2013
Quintiq Supply Chain Planning and Workforce Optimization Improve Fatigue Management
Quintiq, a SAP-certified company that provides supply chain planning and workforce optimization (SCP&O) solutions, enables enterprises to improve efficiency at every stage of the supply chain journey. Enterprises increasingly turn to Workforce optimization solutions to improve efficiency and effectiveness of their customer interactions. These solutions help them capture interactions across all channels, analyze to reveal insights, and drive actions that impact business results and customer experience.
3/25/2013
Calabrio Helps Call Centers Understand Big Data
Calabrio, a provider of workforce optimization and unified desktop software for call centers located around the world, is helping these centers understand the massive amounts of data they find in their midst.
3/25/2013
Calabrio Enhances Calabrio ONE Workforce Management Software
Calabrio, a provider of contact center workforce optimization and analytics software, has expanded its workforce management (WFM) software with advanced capabilities. Enhancements of the Calabrio ONE Workforce Management (WFM) software focus on advanced schedule management, planning and creation processes.
3/21/2013
NICE, Silver Lining Solutions Enhance Call Center Workforce Optimization
NICE Systems, a provider of workforce optimization and customer experience management solutions, has been expanding horizons with a number of technology partnerships. In one such development, the workforce optimization provider has partnered with Silver Lining Solutions to deliver enhanced call center workforce optimization solutions that help organizations derive the best value from their technology investments.
3/21/2013
dvsAnalytics and The Workforce Management Software Group Execute OEM Reseller Agreement
Today, dvsAnalytics is known for its Encore product suite that integrates customer interaction recording, quality management, and analytics software in a single package. In an effort to enhance the software suite, dvsAnalytics has forged an OEM agreement with The Workforce Management Software Group, Inc., (WFMSG). The deal allows dvsAnalytics to resell the latter's Community workforce management solution within its existing framework.
3/12/2013
PSC Solutions to Deliver ASC Workforce Optimization Suite in Brazil
ASC, a provider of call center workforce optimization (WFO) solutions, has signed a technology partnership with PCS Solutions, a provider of IT and telecom systems for contact center platforms in Brazil, to deliver ASC's workforce optimization suite to Brazilian organizations.
3/12/2013
Why Call Center Management Benefits from Call Recording
Customer interactions can play a large part in satisfaction. Whether that satisfaction is on the part of the customer, the agent or the company, the interaction that achieves satisfaction for all three is a quality engagement. Once achieved, it can be difficult to duplicate. Fortunately, call center management can employ call recording software to help.
3/6/2013
ASC, Teleopti Partner to Enhance Workforce Optimization Offerings to Call Centers
ASC, a provider of workforce optimization solutions for call centers and other markets, has formed partnership with Teleopti, a provider of workforce management (WFM) software for call centers, to deliver a combined offering to the call center industry.
3/4/2013
NICE Unveils Cloud-Based Call Center Workforce Optimization Suite
NICE Systems, a provider of call center workforce optimization solution, has introduced a breakthrough offering that delivers the entire capabilities for recording, quality management, analytics, workforce management, performance management, incentive compensation management, and voice of the customer in cloud.
3/4/2013
Indosoft's Work Force Management Integration Connector Provides ACD Data for Improved Scheduling
When it comes to call center workforce management and optimization, automatic call distribution (ACD) plays a big role as the primary purpose of ACD software is to disperse incoming calls to contact center agents with specific skills. ACD utilizes a rule-based routing strategy based on instructions that dictate how inbound calls are directed.
2/28/2013
inContact's New Cloud Contact Center Software Harmonizes Operations for Improved Customer Experience
Over the years, cloud contact center software has quickly grown to deliver benefits of traditional premise applications combined with a much more flexible and scalable model. It has been proven that moving a contact center to the cloud brings countless benefits including working with outsourced agents, cost-savings and minimizing the frequency of bad customer experiences.
2/27/2013
Why the Cloud is Critical for Contact Center Outsourcing Profitability
The buzz surrounding the benefits associated with the cloud can seem like nothing more than hype. Vendors are pining for greater market share and why not flood the market with propaganda that supports a migration that secures their revenue strategy indefinitely? The problem with this argument is that the benefits associated with the cloud are very real and not just relegated to one industry.
2/27/2013
ClickSoftware Technologies Unveils Free App for Mobile Workforce Optimization
ClickSoftware Technologies, a provider of automated mobile workforce management solutions, has unveiled ClickExpress Lite, a new free app for mobile team management. The cloud-based application is a powerful, but simple tool that can be used by everyone alike. It is ideally designed for small firms, project teams or even large families that want to organize and manage day-to-day tasks in a more convenient manner.
2/21/2013
Verint Systems Leads in Cloud-based Workforce Optimization Market
Verint Systems, a provider of Enterprise Intelligence Solutions and Security Intelligence Solutions, announced it continues to lead hosted and cloud-based workforce optimization market. Recently, DMG Consulting declared Verint as the market leader in hosted/cloud-based workforce optimization (WFO) revenue with more than twice as much market share as the closest competitor.
2/19/2013
Knoahsoft Workforce Optimization Solutions Now Available through Avaya
Call center workforce optimization solutions provider KnoahSoft's Harmony suite of solutions is now available directly from Avaya and its channel partners. KnoahSoft is offering a suite of recording, quality assurance, surveying, workforce management and analytics solutions through the Avaya Select Product Program.
2/13/2013
Ushering in Multichannel Excellence with Cloud-based Workforce Optimization
While contact centers have always had a lot of demands placed on them - answer all calls quickly, keep the calls short, provide the information needed, keep the customer relationship positive, boost the sales and do it all under a limited budget - these days, it seems like the demands are multiplying. New media channels have broadened the contact center's footprint as well as the expectations placed upon it. Social media channels have hit like a bolt out of the blue, and today's increasingly mobile customer base expects high quality service at any time, day or night.
2/12/2013
OpenSpan Experiences Record 2012 Workforce Optimization Performance
OpenSpan, Inc., a provider of user optimization, activity management and automation solutions, has recently shared its 2012 results, with a record-breaking performance. This past year, OpenSpan saw revenue increasing 69 percent, with over 130-percent growth in software license revenue compared to 2011. Growth increased product development spend by over 100 percent.
2/7/2013
Aspect Software, eg Deliver Combined Back Office Optimization Solution
Aspect Software, a provider of customer contact and call center workforce optimization solutions, has partnered with eg solutions, a provider of back office optimization and services, to deliver a combined back-office WFO solution that brings cost savings from 20 percent to 40 percent.
2/7/2013
inContact Extends Presence in Healthcare and BPO Verticals
inContact has extended its presence across an assortment of industries. The organization aims to offer cloud offerings to these industries with an aim to resolve customer service issues that have not be successfully tackled by proprietary premise technology.
1/31/2013
TZA Unveils ProTrack Mobile Application
TZA, a premier provider of supply chain productivity software and services, recently launched a new mobile app for the users of ProTrack Labor Management System.
1/28/2013
Top 10 Characteristics of an Effective Quality Management Program
Even with the cutting edge customer experience tools that contact centers have at their disposal today, inContact, a company that helps contact centers create profitable customer experiences through its cloud-based call center software solutions, is continuing to push boundaries in order to stay on top of the trends that customers care about most.
1/23/2013
Call Center Workforce Optimization Provider Verint Unveils Customer Advisory Council for 2012-13
Verint Systems, a provider of back-office operations and call center workforce optimization solutions, has unveiled the list of back-office Customer Advisory Council members for 2012-2013. The company's back-office Customer Advisory Council is established with a focus on driving enterprise workforce optimization in today's back-office operations environments.
1/22/2013
Calabrio Enhances its Call Recording Platform for Improved Workforce Optimization
In the call center, workforce optimization helps companies improve the efficiency of their customer interactions through solutions that capture those interactions across all channels, analyze them to reveal insights, and drive actions that impact business results and customer experience.
1/17/2013
Key Motivators to Drive Quality Evaluations in Call Center Workforce Optimization
While the call center serves as a critical interaction point between the customer and the company, a focus on quality customer care has to begin with the call center staff. If staff members are not adequately trained for the predicted volume of interactions; if skills sets are not effectively managed in the distribution of calls; or if the tools necessary to complete accurate interactions are not readily available, the customer experience suffers. To ensure the opposite is true, the implementation of call center workforce optimization is a good investment.
1/17/2013
Can You Improve Performance with Robust Call Center Workforce Optimization?
How often are you able to deliver on customer expectations? Are all of your customer contact channels in sync? Do you measure each customer experience and then evaluate how you can improve upon it? Is your call center workforce optimization solution meeting your expectations? If you're unable to answer in the affirmative to any of these questions, it may be time to take a step back and evaluate your current process
1/17/2013
The Key to Successful Call Center Workforce Optimization
Change in the contact center is not always met with positive results. Those who have been in the industry for a while know what works and what doesn't and are often known to stay the course rather than rock the boat. Such a mentality can be damaging to the mentality and productivity of the center, however, especially when call center workforce optimization can lead to significant gains.
1/17/2013
Disparate views are a common phenomenon within the call center. With multiple channels and a variety of platforms to access in an effort to complete one call, it's not unusual for an agent to have to navigate 10 or more views in just one phone call. In terms of efficiency, this is not the ideal approach to the business.
5/6/2013
Call Center Growth and Happenings Across the U.S.
Call center growth in the United States continues, thanks to a combination of expansions of existing companies and "re-shoring" initiatives that are bringing call center jobs that were formerly outsourced to foreign shores back to the U.S. The following is a roundup of recent happenings in call center openings and expansions.
5/6/2013
inContact Posts Huge Earnings Jump for Q1 2013
inContact, a provider of cloud contact center software, increased earnings by 39 percent over Q4 2012, its biggest jump ever, the company has reported.
5/3/2013
Sacramento's 311 Service Teaches a Lesson in Call Center Management
Back in 2008, the city of Sacramento, California, hopped on board with a 311 service for its residents. Vastly different from the emergency 911 digits, 311 offers easy access to municipal services and information that would otherwise be difficult for some residents to find. What the city didn't anticipate was the call volume that would ensure once the service was implemented. Customer hang-ups ended up accounting for 100,000 lost calls, thus rendering the service inefficient and a misuse of tax dollars.
5/2/2013
inContact Adds Leading Regional Bank to its Portfolio of Customers
The banking business is tough enough these days, what with maintaining brick and mortar buildings, online banking, smartphone usage for e-mailing checks and call centers to handle all the inevitable complaints that will arise. But one bank has taken a step toward easing those challenges with the selection of inContact for its service delivery options.
4/30/2013
Call Center Service Assists The Serious Skincare Company
Call centers are important for businesses of all shapes and sizes, from technology to skin care. That is made particularly clear by the new integrated fulfillment and call center service adopted by The Serious Skincare Company, one of the first Scottish companies to do so, in order to help process and distribute its products throughout the U.K.
4/29/2013
The Compelling Value Proposition of the Cloud Touches Every Corner of ERP
There are few departments, functions or applications within the enterprise that haven't been affected by a move to cloud-based solutions one way or another, though we likely still associate the cloud more with sales and call-center functions. Consulting firm Eval-Source recently updated its enterprise resource planning (ERP) Cloud and SaaS Buyer's Guide to address changes in that area. For starters, the new guide contains about twice as many vendors as the 2011 version, a testament to how the cloud has changed the ERP market. It includes more vendor profiles, updated research on trends and case studies that address best practices.
4/29/2013
Leading BPO Selects inContact to Connect Network of Customer Support Professionals
InContact, the provider of cloud contact center software, is currently on a roll. It added seven new business process outsourcer (BPO) customers in the first quarter of 2013, and added yet another feather to its cap when it was chosen by a leading BPO to connect a large network of professionals providing customer support services.
4/25/2013
The Millennial Generation Makes Ideal Call Center Workers (Under the Right Circumstances)
In the past few years, we've seen unprecedented technological changes in the contact center, including the advent of Voice over IP (VoIP) call-center platforms and cloud contact centers, allowing companies to build virtual and remote contact center networks that spread all over the world.
4/25/2013
Reduce the Customer Effort for Optimal Contact Center Success
It's well known that the contact center is put in place to handle customer support. Management often looks at the number of calls handled within a certain time period, the percentage of issues resolved within first contact, the number of abandoned calls when the customer has to wait too long and the number of calls completed by an agent within a specified time period.
4/24/2013
Many Benefits for Hotels That Embrace the Cloud
Most industries can benefit from the cloud, and the hospitality industry is no exception. Hotels, in particular, have the opportunity both to leverage common benefits of the cloud and also take advantage of some industry-specific opportunities.
4/22/2013
inContact Wins Vacation Timeshare Client with Cloud-Based Contact Center Software
Cloud contact center software provider inContact announced earlier this week that it has been selected by a leading vacation timeshare company to support the company's more than 300 contact center agents, according to a statement by inContact.
4/19/2013
inContact Continues Strong Expansion With Seven New Financial Services Clients
inContact, the leader in cloud contact-center software and contact center agent tools, continues its expansive growth with the announcement of adding seven new financial services customers in the first quarter of the year.
4/16/2013
Customer Acquisition Company Finds Flexibility to Grow with inContact Cloud-based Call Center
Customer acquisition company CLEARLINK implements marketing campaigns for a wide variety of large national corporations. As a result, the company relies heavily on its call center. Until recently, the company was relying upon a premise-based call center solution that wasn't providing the flexibility it needed to better gauge campaign effectiveness. The company considered upgrading its existing hardware-based call center equipment, but quickly realized that this approach would be both costly and unable to provide the degree of flexibility the company sought. Essentially, the company realized it was time to turn to the cloud.
4/12/2013
inContact Helps Prepaid Landline Service New Talk Increase Efficiencies and Lower Headcount
One provider of cloud-based contact center management, inContact, recently recounted the way a customer of its solution did just that. New Talk, a prepaid landline telephone service provider, provides a vital service to customers with less than perfect credit or those who prefer not to divulge their personal identification data just to get a phone. Their services, which are used by 20,000 customers in the Fort Worth, Texas area, help lower income individuals attain and keep landline telephone service in their homes.
4/12/2013
Social Media in Customer Contact: Changing Not Just the Channel, but the Speed
While social media has changed the way many people communicate - one in five people on Earth has a Facebook account - the way it has changed the way we do business is more complex. Social media has made itself felt most strongly in the realms of customer service and marketing. As customers use social media to communicate with one another, so too do they use social media to communicate with companies. Even more importantly, they expect answers and responses. For marketing, social media has provided dynamic new channels through which to get the message out.
4/11/2013
Acumen and LoadSpring Partner to Deliver Hosted Project Analytics Software
Acumen, a project management company, has formed partnership with LoadSpring, which specializes in the implementation and deployment of project management software, to deliver Acumen's project analytics software in hosted environment. The partnership is mutually beneficial as it helps Acumen broaden its project management deployment options. On the other hand LoadSpring clients will be able to deploy the Acumen software suite on an advanced Web portal where analytics, reporting, and views can be shared quickly and easily with other company users.
4/1/2013
Quintiq Supply Chain Planning and Workforce Optimization Improve Fatigue Management
Quintiq, a SAP-certified company that provides supply chain planning and workforce optimization (SCP&O) solutions, enables enterprises to improve efficiency at every stage of the supply chain journey. Enterprises increasingly turn to Workforce optimization solutions to improve efficiency and effectiveness of their customer interactions. These solutions help them capture interactions across all channels, analyze to reveal insights, and drive actions that impact business results and customer experience.
3/25/2013
Calabrio Helps Call Centers Understand Big Data
Calabrio, a provider of workforce optimization and unified desktop software for call centers located around the world, is helping these centers understand the massive amounts of data they find in their midst.
3/25/2013
Calabrio Enhances Calabrio ONE Workforce Management Software
Calabrio, a provider of contact center workforce optimization and analytics software, has expanded its workforce management (WFM) software with advanced capabilities. Enhancements of the Calabrio ONE Workforce Management (WFM) software focus on advanced schedule management, planning and creation processes.
3/21/2013
NICE, Silver Lining Solutions Enhance Call Center Workforce Optimization
NICE Systems, a provider of workforce optimization and customer experience management solutions, has been expanding horizons with a number of technology partnerships. In one such development, the workforce optimization provider has partnered with Silver Lining Solutions to deliver enhanced call center workforce optimization solutions that help organizations derive the best value from their technology investments.
3/21/2013
dvsAnalytics and The Workforce Management Software Group Execute OEM Reseller Agreement
Today, dvsAnalytics is known for its Encore product suite that integrates customer interaction recording, quality management, and analytics software in a single package. In an effort to enhance the software suite, dvsAnalytics has forged an OEM agreement with The Workforce Management Software Group, Inc., (WFMSG). The deal allows dvsAnalytics to resell the latter's Community workforce management solution within its existing framework.
3/12/2013
PSC Solutions to Deliver ASC Workforce Optimization Suite in Brazil
ASC, a provider of call center workforce optimization (WFO) solutions, has signed a technology partnership with PCS Solutions, a provider of IT and telecom systems for contact center platforms in Brazil, to deliver ASC's workforce optimization suite to Brazilian organizations.
3/12/2013
Why Call Center Management Benefits from Call Recording
Customer interactions can play a large part in satisfaction. Whether that satisfaction is on the part of the customer, the agent or the company, the interaction that achieves satisfaction for all three is a quality engagement. Once achieved, it can be difficult to duplicate. Fortunately, call center management can employ call recording software to help.
3/6/2013
ASC, Teleopti Partner to Enhance Workforce Optimization Offerings to Call Centers
ASC, a provider of workforce optimization solutions for call centers and other markets, has formed partnership with Teleopti, a provider of workforce management (WFM) software for call centers, to deliver a combined offering to the call center industry.
3/4/2013
NICE Unveils Cloud-Based Call Center Workforce Optimization Suite
NICE Systems, a provider of call center workforce optimization solution, has introduced a breakthrough offering that delivers the entire capabilities for recording, quality management, analytics, workforce management, performance management, incentive compensation management, and voice of the customer in cloud.
3/4/2013
Indosoft's Work Force Management Integration Connector Provides ACD Data for Improved Scheduling
When it comes to call center workforce management and optimization, automatic call distribution (ACD) plays a big role as the primary purpose of ACD software is to disperse incoming calls to contact center agents with specific skills. ACD utilizes a rule-based routing strategy based on instructions that dictate how inbound calls are directed.
2/28/2013
inContact's New Cloud Contact Center Software Harmonizes Operations for Improved Customer Experience
Over the years, cloud contact center software has quickly grown to deliver benefits of traditional premise applications combined with a much more flexible and scalable model. It has been proven that moving a contact center to the cloud brings countless benefits including working with outsourced agents, cost-savings and minimizing the frequency of bad customer experiences.
2/27/2013
Why the Cloud is Critical for Contact Center Outsourcing Profitability
The buzz surrounding the benefits associated with the cloud can seem like nothing more than hype. Vendors are pining for greater market share and why not flood the market with propaganda that supports a migration that secures their revenue strategy indefinitely? The problem with this argument is that the benefits associated with the cloud are very real and not just relegated to one industry.
2/27/2013
ClickSoftware Technologies Unveils Free App for Mobile Workforce Optimization
ClickSoftware Technologies, a provider of automated mobile workforce management solutions, has unveiled ClickExpress Lite, a new free app for mobile team management. The cloud-based application is a powerful, but simple tool that can be used by everyone alike. It is ideally designed for small firms, project teams or even large families that want to organize and manage day-to-day tasks in a more convenient manner.
2/21/2013
Verint Systems Leads in Cloud-based Workforce Optimization Market
Verint Systems, a provider of Enterprise Intelligence Solutions and Security Intelligence Solutions, announced it continues to lead hosted and cloud-based workforce optimization market. Recently, DMG Consulting declared Verint as the market leader in hosted/cloud-based workforce optimization (WFO) revenue with more than twice as much market share as the closest competitor.
2/19/2013
Knoahsoft Workforce Optimization Solutions Now Available through Avaya
Call center workforce optimization solutions provider KnoahSoft's Harmony suite of solutions is now available directly from Avaya and its channel partners. KnoahSoft is offering a suite of recording, quality assurance, surveying, workforce management and analytics solutions through the Avaya Select Product Program.
2/13/2013
Ushering in Multichannel Excellence with Cloud-based Workforce Optimization
While contact centers have always had a lot of demands placed on them - answer all calls quickly, keep the calls short, provide the information needed, keep the customer relationship positive, boost the sales and do it all under a limited budget - these days, it seems like the demands are multiplying. New media channels have broadened the contact center's footprint as well as the expectations placed upon it. Social media channels have hit like a bolt out of the blue, and today's increasingly mobile customer base expects high quality service at any time, day or night.
2/12/2013
OpenSpan Experiences Record 2012 Workforce Optimization Performance
OpenSpan, Inc., a provider of user optimization, activity management and automation solutions, has recently shared its 2012 results, with a record-breaking performance. This past year, OpenSpan saw revenue increasing 69 percent, with over 130-percent growth in software license revenue compared to 2011. Growth increased product development spend by over 100 percent.
2/7/2013
Aspect Software, eg Deliver Combined Back Office Optimization Solution
Aspect Software, a provider of customer contact and call center workforce optimization solutions, has partnered with eg solutions, a provider of back office optimization and services, to deliver a combined back-office WFO solution that brings cost savings from 20 percent to 40 percent.
2/7/2013
inContact Extends Presence in Healthcare and BPO Verticals
inContact has extended its presence across an assortment of industries. The organization aims to offer cloud offerings to these industries with an aim to resolve customer service issues that have not be successfully tackled by proprietary premise technology.
1/31/2013
TZA Unveils ProTrack Mobile Application
TZA, a premier provider of supply chain productivity software and services, recently launched a new mobile app for the users of ProTrack Labor Management System.
1/28/2013
Top 10 Characteristics of an Effective Quality Management Program
Even with the cutting edge customer experience tools that contact centers have at their disposal today, inContact, a company that helps contact centers create profitable customer experiences through its cloud-based call center software solutions, is continuing to push boundaries in order to stay on top of the trends that customers care about most.
1/23/2013
Call Center Workforce Optimization Provider Verint Unveils Customer Advisory Council for 2012-13
Verint Systems, a provider of back-office operations and call center workforce optimization solutions, has unveiled the list of back-office Customer Advisory Council members for 2012-2013. The company's back-office Customer Advisory Council is established with a focus on driving enterprise workforce optimization in today's back-office operations environments.
1/22/2013
Calabrio Enhances its Call Recording Platform for Improved Workforce Optimization
In the call center, workforce optimization helps companies improve the efficiency of their customer interactions through solutions that capture those interactions across all channels, analyze them to reveal insights, and drive actions that impact business results and customer experience.
1/17/2013
Key Motivators to Drive Quality Evaluations in Call Center Workforce Optimization
While the call center serves as a critical interaction point between the customer and the company, a focus on quality customer care has to begin with the call center staff. If staff members are not adequately trained for the predicted volume of interactions; if skills sets are not effectively managed in the distribution of calls; or if the tools necessary to complete accurate interactions are not readily available, the customer experience suffers. To ensure the opposite is true, the implementation of call center workforce optimization is a good investment.
1/17/2013
Can You Improve Performance with Robust Call Center Workforce Optimization?
How often are you able to deliver on customer expectations? Are all of your customer contact channels in sync? Do you measure each customer experience and then evaluate how you can improve upon it? Is your call center workforce optimization solution meeting your expectations? If you're unable to answer in the affirmative to any of these questions, it may be time to take a step back and evaluate your current process
1/17/2013
The Key to Successful Call Center Workforce Optimization
Change in the contact center is not always met with positive results. Those who have been in the industry for a while know what works and what doesn't and are often known to stay the course rather than rock the boat. Such a mentality can be damaging to the mentality and productivity of the center, however, especially when call center workforce optimization can lead to significant gains.
1/17/2013
inContact, a provider of cloud contact center software, increased earnings by 39 percent over Q4 2012, its biggest jump ever, the company has reported.
5/3/2013
Sacramento's 311 Service Teaches a Lesson in Call Center Management
Back in 2008, the city of Sacramento, California, hopped on board with a 311 service for its residents. Vastly different from the emergency 911 digits, 311 offers easy access to municipal services and information that would otherwise be difficult for some residents to find. What the city didn't anticipate was the call volume that would ensure once the service was implemented. Customer hang-ups ended up accounting for 100,000 lost calls, thus rendering the service inefficient and a misuse of tax dollars.
5/2/2013
inContact Adds Leading Regional Bank to its Portfolio of Customers
The banking business is tough enough these days, what with maintaining brick and mortar buildings, online banking, smartphone usage for e-mailing checks and call centers to handle all the inevitable complaints that will arise. But one bank has taken a step toward easing those challenges with the selection of inContact for its service delivery options.
4/30/2013
Call Center Service Assists The Serious Skincare Company
Call centers are important for businesses of all shapes and sizes, from technology to skin care. That is made particularly clear by the new integrated fulfillment and call center service adopted by The Serious Skincare Company, one of the first Scottish companies to do so, in order to help process and distribute its products throughout the U.K.
4/29/2013
The Compelling Value Proposition of the Cloud Touches Every Corner of ERP
There are few departments, functions or applications within the enterprise that haven't been affected by a move to cloud-based solutions one way or another, though we likely still associate the cloud more with sales and call-center functions. Consulting firm Eval-Source recently updated its enterprise resource planning (ERP) Cloud and SaaS Buyer's Guide to address changes in that area. For starters, the new guide contains about twice as many vendors as the 2011 version, a testament to how the cloud has changed the ERP market. It includes more vendor profiles, updated research on trends and case studies that address best practices.
4/29/2013
Leading BPO Selects inContact to Connect Network of Customer Support Professionals
InContact, the provider of cloud contact center software, is currently on a roll. It added seven new business process outsourcer (BPO) customers in the first quarter of 2013, and added yet another feather to its cap when it was chosen by a leading BPO to connect a large network of professionals providing customer support services.
4/25/2013
The Millennial Generation Makes Ideal Call Center Workers (Under the Right Circumstances)
In the past few years, we've seen unprecedented technological changes in the contact center, including the advent of Voice over IP (VoIP) call-center platforms and cloud contact centers, allowing companies to build virtual and remote contact center networks that spread all over the world.
4/25/2013
Reduce the Customer Effort for Optimal Contact Center Success
It's well known that the contact center is put in place to handle customer support. Management often looks at the number of calls handled within a certain time period, the percentage of issues resolved within first contact, the number of abandoned calls when the customer has to wait too long and the number of calls completed by an agent within a specified time period.
4/24/2013
Many Benefits for Hotels That Embrace the Cloud
Most industries can benefit from the cloud, and the hospitality industry is no exception. Hotels, in particular, have the opportunity both to leverage common benefits of the cloud and also take advantage of some industry-specific opportunities.
4/22/2013
inContact Wins Vacation Timeshare Client with Cloud-Based Contact Center Software
Cloud contact center software provider inContact announced earlier this week that it has been selected by a leading vacation timeshare company to support the company's more than 300 contact center agents, according to a statement by inContact.
4/19/2013
inContact Continues Strong Expansion With Seven New Financial Services Clients
inContact, the leader in cloud contact-center software and contact center agent tools, continues its expansive growth with the announcement of adding seven new financial services customers in the first quarter of the year.
4/16/2013
Customer Acquisition Company Finds Flexibility to Grow with inContact Cloud-based Call Center
Customer acquisition company CLEARLINK implements marketing campaigns for a wide variety of large national corporations. As a result, the company relies heavily on its call center. Until recently, the company was relying upon a premise-based call center solution that wasn't providing the flexibility it needed to better gauge campaign effectiveness. The company considered upgrading its existing hardware-based call center equipment, but quickly realized that this approach would be both costly and unable to provide the degree of flexibility the company sought. Essentially, the company realized it was time to turn to the cloud.
4/12/2013
inContact Helps Prepaid Landline Service New Talk Increase Efficiencies and Lower Headcount
One provider of cloud-based contact center management, inContact, recently recounted the way a customer of its solution did just that. New Talk, a prepaid landline telephone service provider, provides a vital service to customers with less than perfect credit or those who prefer not to divulge their personal identification data just to get a phone. Their services, which are used by 20,000 customers in the Fort Worth, Texas area, help lower income individuals attain and keep landline telephone service in their homes.
4/12/2013
Social Media in Customer Contact: Changing Not Just the Channel, but the Speed
While social media has changed the way many people communicate - one in five people on Earth has a Facebook account - the way it has changed the way we do business is more complex. Social media has made itself felt most strongly in the realms of customer service and marketing. As customers use social media to communicate with one another, so too do they use social media to communicate with companies. Even more importantly, they expect answers and responses. For marketing, social media has provided dynamic new channels through which to get the message out.
4/11/2013
Acumen and LoadSpring Partner to Deliver Hosted Project Analytics Software
Acumen, a project management company, has formed partnership with LoadSpring, which specializes in the implementation and deployment of project management software, to deliver Acumen's project analytics software in hosted environment. The partnership is mutually beneficial as it helps Acumen broaden its project management deployment options. On the other hand LoadSpring clients will be able to deploy the Acumen software suite on an advanced Web portal where analytics, reporting, and views can be shared quickly and easily with other company users.
4/1/2013
Quintiq Supply Chain Planning and Workforce Optimization Improve Fatigue Management
Quintiq, a SAP-certified company that provides supply chain planning and workforce optimization (SCP&O) solutions, enables enterprises to improve efficiency at every stage of the supply chain journey. Enterprises increasingly turn to Workforce optimization solutions to improve efficiency and effectiveness of their customer interactions. These solutions help them capture interactions across all channels, analyze to reveal insights, and drive actions that impact business results and customer experience.
3/25/2013
Calabrio Helps Call Centers Understand Big Data
Calabrio, a provider of workforce optimization and unified desktop software for call centers located around the world, is helping these centers understand the massive amounts of data they find in their midst.
3/25/2013
Calabrio Enhances Calabrio ONE Workforce Management Software
Calabrio, a provider of contact center workforce optimization and analytics software, has expanded its workforce management (WFM) software with advanced capabilities. Enhancements of the Calabrio ONE Workforce Management (WFM) software focus on advanced schedule management, planning and creation processes.
3/21/2013
NICE, Silver Lining Solutions Enhance Call Center Workforce Optimization
NICE Systems, a provider of workforce optimization and customer experience management solutions, has been expanding horizons with a number of technology partnerships. In one such development, the workforce optimization provider has partnered with Silver Lining Solutions to deliver enhanced call center workforce optimization solutions that help organizations derive the best value from their technology investments.
3/21/2013
dvsAnalytics and The Workforce Management Software Group Execute OEM Reseller Agreement
Today, dvsAnalytics is known for its Encore product suite that integrates customer interaction recording, quality management, and analytics software in a single package. In an effort to enhance the software suite, dvsAnalytics has forged an OEM agreement with The Workforce Management Software Group, Inc., (WFMSG). The deal allows dvsAnalytics to resell the latter's Community workforce management solution within its existing framework.
3/12/2013
PSC Solutions to Deliver ASC Workforce Optimization Suite in Brazil
ASC, a provider of call center workforce optimization (WFO) solutions, has signed a technology partnership with PCS Solutions, a provider of IT and telecom systems for contact center platforms in Brazil, to deliver ASC's workforce optimization suite to Brazilian organizations.
3/12/2013
Why Call Center Management Benefits from Call Recording
Customer interactions can play a large part in satisfaction. Whether that satisfaction is on the part of the customer, the agent or the company, the interaction that achieves satisfaction for all three is a quality engagement. Once achieved, it can be difficult to duplicate. Fortunately, call center management can employ call recording software to help.
3/6/2013
ASC, Teleopti Partner to Enhance Workforce Optimization Offerings to Call Centers
ASC, a provider of workforce optimization solutions for call centers and other markets, has formed partnership with Teleopti, a provider of workforce management (WFM) software for call centers, to deliver a combined offering to the call center industry.
3/4/2013
NICE Unveils Cloud-Based Call Center Workforce Optimization Suite
NICE Systems, a provider of call center workforce optimization solution, has introduced a breakthrough offering that delivers the entire capabilities for recording, quality management, analytics, workforce management, performance management, incentive compensation management, and voice of the customer in cloud.
3/4/2013
Indosoft's Work Force Management Integration Connector Provides ACD Data for Improved Scheduling
When it comes to call center workforce management and optimization, automatic call distribution (ACD) plays a big role as the primary purpose of ACD software is to disperse incoming calls to contact center agents with specific skills. ACD utilizes a rule-based routing strategy based on instructions that dictate how inbound calls are directed.
2/28/2013
inContact's New Cloud Contact Center Software Harmonizes Operations for Improved Customer Experience
Over the years, cloud contact center software has quickly grown to deliver benefits of traditional premise applications combined with a much more flexible and scalable model. It has been proven that moving a contact center to the cloud brings countless benefits including working with outsourced agents, cost-savings and minimizing the frequency of bad customer experiences.
2/27/2013
Why the Cloud is Critical for Contact Center Outsourcing Profitability
The buzz surrounding the benefits associated with the cloud can seem like nothing more than hype. Vendors are pining for greater market share and why not flood the market with propaganda that supports a migration that secures their revenue strategy indefinitely? The problem with this argument is that the benefits associated with the cloud are very real and not just relegated to one industry.
2/27/2013
ClickSoftware Technologies Unveils Free App for Mobile Workforce Optimization
ClickSoftware Technologies, a provider of automated mobile workforce management solutions, has unveiled ClickExpress Lite, a new free app for mobile team management. The cloud-based application is a powerful, but simple tool that can be used by everyone alike. It is ideally designed for small firms, project teams or even large families that want to organize and manage day-to-day tasks in a more convenient manner.
2/21/2013
Verint Systems Leads in Cloud-based Workforce Optimization Market
Verint Systems, a provider of Enterprise Intelligence Solutions and Security Intelligence Solutions, announced it continues to lead hosted and cloud-based workforce optimization market. Recently, DMG Consulting declared Verint as the market leader in hosted/cloud-based workforce optimization (WFO) revenue with more than twice as much market share as the closest competitor.
2/19/2013
Knoahsoft Workforce Optimization Solutions Now Available through Avaya
Call center workforce optimization solutions provider KnoahSoft's Harmony suite of solutions is now available directly from Avaya and its channel partners. KnoahSoft is offering a suite of recording, quality assurance, surveying, workforce management and analytics solutions through the Avaya Select Product Program.
2/13/2013
Ushering in Multichannel Excellence with Cloud-based Workforce Optimization
While contact centers have always had a lot of demands placed on them - answer all calls quickly, keep the calls short, provide the information needed, keep the customer relationship positive, boost the sales and do it all under a limited budget - these days, it seems like the demands are multiplying. New media channels have broadened the contact center's footprint as well as the expectations placed upon it. Social media channels have hit like a bolt out of the blue, and today's increasingly mobile customer base expects high quality service at any time, day or night.
2/12/2013
OpenSpan Experiences Record 2012 Workforce Optimization Performance
OpenSpan, Inc., a provider of user optimization, activity management and automation solutions, has recently shared its 2012 results, with a record-breaking performance. This past year, OpenSpan saw revenue increasing 69 percent, with over 130-percent growth in software license revenue compared to 2011. Growth increased product development spend by over 100 percent.
2/7/2013
Aspect Software, eg Deliver Combined Back Office Optimization Solution
Aspect Software, a provider of customer contact and call center workforce optimization solutions, has partnered with eg solutions, a provider of back office optimization and services, to deliver a combined back-office WFO solution that brings cost savings from 20 percent to 40 percent.
2/7/2013
inContact Extends Presence in Healthcare and BPO Verticals
inContact has extended its presence across an assortment of industries. The organization aims to offer cloud offerings to these industries with an aim to resolve customer service issues that have not be successfully tackled by proprietary premise technology.
1/31/2013
TZA Unveils ProTrack Mobile Application
TZA, a premier provider of supply chain productivity software and services, recently launched a new mobile app for the users of ProTrack Labor Management System.
1/28/2013
Top 10 Characteristics of an Effective Quality Management Program
Even with the cutting edge customer experience tools that contact centers have at their disposal today, inContact, a company that helps contact centers create profitable customer experiences through its cloud-based call center software solutions, is continuing to push boundaries in order to stay on top of the trends that customers care about most.
1/23/2013
Call Center Workforce Optimization Provider Verint Unveils Customer Advisory Council for 2012-13
Verint Systems, a provider of back-office operations and call center workforce optimization solutions, has unveiled the list of back-office Customer Advisory Council members for 2012-2013. The company's back-office Customer Advisory Council is established with a focus on driving enterprise workforce optimization in today's back-office operations environments.
1/22/2013
Calabrio Enhances its Call Recording Platform for Improved Workforce Optimization
In the call center, workforce optimization helps companies improve the efficiency of their customer interactions through solutions that capture those interactions across all channels, analyze them to reveal insights, and drive actions that impact business results and customer experience.
1/17/2013
Key Motivators to Drive Quality Evaluations in Call Center Workforce Optimization
While the call center serves as a critical interaction point between the customer and the company, a focus on quality customer care has to begin with the call center staff. If staff members are not adequately trained for the predicted volume of interactions; if skills sets are not effectively managed in the distribution of calls; or if the tools necessary to complete accurate interactions are not readily available, the customer experience suffers. To ensure the opposite is true, the implementation of call center workforce optimization is a good investment.
1/17/2013
Can You Improve Performance with Robust Call Center Workforce Optimization?
How often are you able to deliver on customer expectations? Are all of your customer contact channels in sync? Do you measure each customer experience and then evaluate how you can improve upon it? Is your call center workforce optimization solution meeting your expectations? If you're unable to answer in the affirmative to any of these questions, it may be time to take a step back and evaluate your current process
1/17/2013
The Key to Successful Call Center Workforce Optimization
Change in the contact center is not always met with positive results. Those who have been in the industry for a while know what works and what doesn't and are often known to stay the course rather than rock the boat. Such a mentality can be damaging to the mentality and productivity of the center, however, especially when call center workforce optimization can lead to significant gains.
1/17/2013
The banking business is tough enough these days, what with maintaining brick and mortar buildings, online banking, smartphone usage for e-mailing checks and call centers to handle all the inevitable complaints that will arise. But one bank has taken a step toward easing those challenges with the selection of inContact for its service delivery options.
4/30/2013
Call Center Service Assists The Serious Skincare Company
Call centers are important for businesses of all shapes and sizes, from technology to skin care. That is made particularly clear by the new integrated fulfillment and call center service adopted by The Serious Skincare Company, one of the first Scottish companies to do so, in order to help process and distribute its products throughout the U.K.
4/29/2013
The Compelling Value Proposition of the Cloud Touches Every Corner of ERP
There are few departments, functions or applications within the enterprise that haven't been affected by a move to cloud-based solutions one way or another, though we likely still associate the cloud more with sales and call-center functions. Consulting firm Eval-Source recently updated its enterprise resource planning (ERP) Cloud and SaaS Buyer's Guide to address changes in that area. For starters, the new guide contains about twice as many vendors as the 2011 version, a testament to how the cloud has changed the ERP market. It includes more vendor profiles, updated research on trends and case studies that address best practices.
4/29/2013
Leading BPO Selects inContact to Connect Network of Customer Support Professionals
InContact, the provider of cloud contact center software, is currently on a roll. It added seven new business process outsourcer (BPO) customers in the first quarter of 2013, and added yet another feather to its cap when it was chosen by a leading BPO to connect a large network of professionals providing customer support services.
4/25/2013
The Millennial Generation Makes Ideal Call Center Workers (Under the Right Circumstances)
In the past few years, we've seen unprecedented technological changes in the contact center, including the advent of Voice over IP (VoIP) call-center platforms and cloud contact centers, allowing companies to build virtual and remote contact center networks that spread all over the world.
4/25/2013
Reduce the Customer Effort for Optimal Contact Center Success
It's well known that the contact center is put in place to handle customer support. Management often looks at the number of calls handled within a certain time period, the percentage of issues resolved within first contact, the number of abandoned calls when the customer has to wait too long and the number of calls completed by an agent within a specified time period.
4/24/2013
Many Benefits for Hotels That Embrace the Cloud
Most industries can benefit from the cloud, and the hospitality industry is no exception. Hotels, in particular, have the opportunity both to leverage common benefits of the cloud and also take advantage of some industry-specific opportunities.
4/22/2013
inContact Wins Vacation Timeshare Client with Cloud-Based Contact Center Software
Cloud contact center software provider inContact announced earlier this week that it has been selected by a leading vacation timeshare company to support the company's more than 300 contact center agents, according to a statement by inContact.
4/19/2013
inContact Continues Strong Expansion With Seven New Financial Services Clients
inContact, the leader in cloud contact-center software and contact center agent tools, continues its expansive growth with the announcement of adding seven new financial services customers in the first quarter of the year.
4/16/2013
Customer Acquisition Company Finds Flexibility to Grow with inContact Cloud-based Call Center
Customer acquisition company CLEARLINK implements marketing campaigns for a wide variety of large national corporations. As a result, the company relies heavily on its call center. Until recently, the company was relying upon a premise-based call center solution that wasn't providing the flexibility it needed to better gauge campaign effectiveness. The company considered upgrading its existing hardware-based call center equipment, but quickly realized that this approach would be both costly and unable to provide the degree of flexibility the company sought. Essentially, the company realized it was time to turn to the cloud.
4/12/2013
inContact Helps Prepaid Landline Service New Talk Increase Efficiencies and Lower Headcount
One provider of cloud-based contact center management, inContact, recently recounted the way a customer of its solution did just that. New Talk, a prepaid landline telephone service provider, provides a vital service to customers with less than perfect credit or those who prefer not to divulge their personal identification data just to get a phone. Their services, which are used by 20,000 customers in the Fort Worth, Texas area, help lower income individuals attain and keep landline telephone service in their homes.
4/12/2013
Social Media in Customer Contact: Changing Not Just the Channel, but the Speed
While social media has changed the way many people communicate - one in five people on Earth has a Facebook account - the way it has changed the way we do business is more complex. Social media has made itself felt most strongly in the realms of customer service and marketing. As customers use social media to communicate with one another, so too do they use social media to communicate with companies. Even more importantly, they expect answers and responses. For marketing, social media has provided dynamic new channels through which to get the message out.
4/11/2013
Acumen and LoadSpring Partner to Deliver Hosted Project Analytics Software
Acumen, a project management company, has formed partnership with LoadSpring, which specializes in the implementation and deployment of project management software, to deliver Acumen's project analytics software in hosted environment. The partnership is mutually beneficial as it helps Acumen broaden its project management deployment options. On the other hand LoadSpring clients will be able to deploy the Acumen software suite on an advanced Web portal where analytics, reporting, and views can be shared quickly and easily with other company users.
4/1/2013
Quintiq Supply Chain Planning and Workforce Optimization Improve Fatigue Management
Quintiq, a SAP-certified company that provides supply chain planning and workforce optimization (SCP&O) solutions, enables enterprises to improve efficiency at every stage of the supply chain journey. Enterprises increasingly turn to Workforce optimization solutions to improve efficiency and effectiveness of their customer interactions. These solutions help them capture interactions across all channels, analyze to reveal insights, and drive actions that impact business results and customer experience.
3/25/2013
Calabrio Helps Call Centers Understand Big Data
Calabrio, a provider of workforce optimization and unified desktop software for call centers located around the world, is helping these centers understand the massive amounts of data they find in their midst.
3/25/2013
Calabrio Enhances Calabrio ONE Workforce Management Software
Calabrio, a provider of contact center workforce optimization and analytics software, has expanded its workforce management (WFM) software with advanced capabilities. Enhancements of the Calabrio ONE Workforce Management (WFM) software focus on advanced schedule management, planning and creation processes.
3/21/2013
NICE, Silver Lining Solutions Enhance Call Center Workforce Optimization
NICE Systems, a provider of workforce optimization and customer experience management solutions, has been expanding horizons with a number of technology partnerships. In one such development, the workforce optimization provider has partnered with Silver Lining Solutions to deliver enhanced call center workforce optimization solutions that help organizations derive the best value from their technology investments.
3/21/2013
dvsAnalytics and The Workforce Management Software Group Execute OEM Reseller Agreement
Today, dvsAnalytics is known for its Encore product suite that integrates customer interaction recording, quality management, and analytics software in a single package. In an effort to enhance the software suite, dvsAnalytics has forged an OEM agreement with The Workforce Management Software Group, Inc., (WFMSG). The deal allows dvsAnalytics to resell the latter's Community workforce management solution within its existing framework.
3/12/2013
PSC Solutions to Deliver ASC Workforce Optimization Suite in Brazil
ASC, a provider of call center workforce optimization (WFO) solutions, has signed a technology partnership with PCS Solutions, a provider of IT and telecom systems for contact center platforms in Brazil, to deliver ASC's workforce optimization suite to Brazilian organizations.
3/12/2013
Why Call Center Management Benefits from Call Recording
Customer interactions can play a large part in satisfaction. Whether that satisfaction is on the part of the customer, the agent or the company, the interaction that achieves satisfaction for all three is a quality engagement. Once achieved, it can be difficult to duplicate. Fortunately, call center management can employ call recording software to help.
3/6/2013
ASC, Teleopti Partner to Enhance Workforce Optimization Offerings to Call Centers
ASC, a provider of workforce optimization solutions for call centers and other markets, has formed partnership with Teleopti, a provider of workforce management (WFM) software for call centers, to deliver a combined offering to the call center industry.
3/4/2013
NICE Unveils Cloud-Based Call Center Workforce Optimization Suite
NICE Systems, a provider of call center workforce optimization solution, has introduced a breakthrough offering that delivers the entire capabilities for recording, quality management, analytics, workforce management, performance management, incentive compensation management, and voice of the customer in cloud.
3/4/2013
Indosoft's Work Force Management Integration Connector Provides ACD Data for Improved Scheduling
When it comes to call center workforce management and optimization, automatic call distribution (ACD) plays a big role as the primary purpose of ACD software is to disperse incoming calls to contact center agents with specific skills. ACD utilizes a rule-based routing strategy based on instructions that dictate how inbound calls are directed.
2/28/2013
inContact's New Cloud Contact Center Software Harmonizes Operations for Improved Customer Experience
Over the years, cloud contact center software has quickly grown to deliver benefits of traditional premise applications combined with a much more flexible and scalable model. It has been proven that moving a contact center to the cloud brings countless benefits including working with outsourced agents, cost-savings and minimizing the frequency of bad customer experiences.
2/27/2013
Why the Cloud is Critical for Contact Center Outsourcing Profitability
The buzz surrounding the benefits associated with the cloud can seem like nothing more than hype. Vendors are pining for greater market share and why not flood the market with propaganda that supports a migration that secures their revenue strategy indefinitely? The problem with this argument is that the benefits associated with the cloud are very real and not just relegated to one industry.
2/27/2013
ClickSoftware Technologies Unveils Free App for Mobile Workforce Optimization
ClickSoftware Technologies, a provider of automated mobile workforce management solutions, has unveiled ClickExpress Lite, a new free app for mobile team management. The cloud-based application is a powerful, but simple tool that can be used by everyone alike. It is ideally designed for small firms, project teams or even large families that want to organize and manage day-to-day tasks in a more convenient manner.
2/21/2013
Verint Systems Leads in Cloud-based Workforce Optimization Market
Verint Systems, a provider of Enterprise Intelligence Solutions and Security Intelligence Solutions, announced it continues to lead hosted and cloud-based workforce optimization market. Recently, DMG Consulting declared Verint as the market leader in hosted/cloud-based workforce optimization (WFO) revenue with more than twice as much market share as the closest competitor.
2/19/2013
Knoahsoft Workforce Optimization Solutions Now Available through Avaya
Call center workforce optimization solutions provider KnoahSoft's Harmony suite of solutions is now available directly from Avaya and its channel partners. KnoahSoft is offering a suite of recording, quality assurance, surveying, workforce management and analytics solutions through the Avaya Select Product Program.
2/13/2013
Ushering in Multichannel Excellence with Cloud-based Workforce Optimization
While contact centers have always had a lot of demands placed on them - answer all calls quickly, keep the calls short, provide the information needed, keep the customer relationship positive, boost the sales and do it all under a limited budget - these days, it seems like the demands are multiplying. New media channels have broadened the contact center's footprint as well as the expectations placed upon it. Social media channels have hit like a bolt out of the blue, and today's increasingly mobile customer base expects high quality service at any time, day or night.
2/12/2013
OpenSpan Experiences Record 2012 Workforce Optimization Performance
OpenSpan, Inc., a provider of user optimization, activity management and automation solutions, has recently shared its 2012 results, with a record-breaking performance. This past year, OpenSpan saw revenue increasing 69 percent, with over 130-percent growth in software license revenue compared to 2011. Growth increased product development spend by over 100 percent.
2/7/2013
Aspect Software, eg Deliver Combined Back Office Optimization Solution
Aspect Software, a provider of customer contact and call center workforce optimization solutions, has partnered with eg solutions, a provider of back office optimization and services, to deliver a combined back-office WFO solution that brings cost savings from 20 percent to 40 percent.
2/7/2013
inContact Extends Presence in Healthcare and BPO Verticals
inContact has extended its presence across an assortment of industries. The organization aims to offer cloud offerings to these industries with an aim to resolve customer service issues that have not be successfully tackled by proprietary premise technology.
1/31/2013
TZA Unveils ProTrack Mobile Application
TZA, a premier provider of supply chain productivity software and services, recently launched a new mobile app for the users of ProTrack Labor Management System.
1/28/2013
Top 10 Characteristics of an Effective Quality Management Program
Even with the cutting edge customer experience tools that contact centers have at their disposal today, inContact, a company that helps contact centers create profitable customer experiences through its cloud-based call center software solutions, is continuing to push boundaries in order to stay on top of the trends that customers care about most.
1/23/2013
Call Center Workforce Optimization Provider Verint Unveils Customer Advisory Council for 2012-13
Verint Systems, a provider of back-office operations and call center workforce optimization solutions, has unveiled the list of back-office Customer Advisory Council members for 2012-2013. The company's back-office Customer Advisory Council is established with a focus on driving enterprise workforce optimization in today's back-office operations environments.
1/22/2013
Calabrio Enhances its Call Recording Platform for Improved Workforce Optimization
In the call center, workforce optimization helps companies improve the efficiency of their customer interactions through solutions that capture those interactions across all channels, analyze them to reveal insights, and drive actions that impact business results and customer experience.
1/17/2013
Key Motivators to Drive Quality Evaluations in Call Center Workforce Optimization
While the call center serves as a critical interaction point between the customer and the company, a focus on quality customer care has to begin with the call center staff. If staff members are not adequately trained for the predicted volume of interactions; if skills sets are not effectively managed in the distribution of calls; or if the tools necessary to complete accurate interactions are not readily available, the customer experience suffers. To ensure the opposite is true, the implementation of call center workforce optimization is a good investment.
1/17/2013
Can You Improve Performance with Robust Call Center Workforce Optimization?
How often are you able to deliver on customer expectations? Are all of your customer contact channels in sync? Do you measure each customer experience and then evaluate how you can improve upon it? Is your call center workforce optimization solution meeting your expectations? If you're unable to answer in the affirmative to any of these questions, it may be time to take a step back and evaluate your current process
1/17/2013
The Key to Successful Call Center Workforce Optimization
Change in the contact center is not always met with positive results. Those who have been in the industry for a while know what works and what doesn't and are often known to stay the course rather than rock the boat. Such a mentality can be damaging to the mentality and productivity of the center, however, especially when call center workforce optimization can lead to significant gains.
1/17/2013
There are few departments, functions or applications within the enterprise that haven't been affected by a move to cloud-based solutions one way or another, though we likely still associate the cloud more with sales and call-center functions. Consulting firm Eval-Source recently updated its enterprise resource planning (ERP) Cloud and SaaS Buyer's Guide to address changes in that area. For starters, the new guide contains about twice as many vendors as the 2011 version, a testament to how the cloud has changed the ERP market. It includes more vendor profiles, updated research on trends and case studies that address best practices.
4/29/2013
Leading BPO Selects inContact to Connect Network of Customer Support Professionals
InContact, the provider of cloud contact center software, is currently on a roll. It added seven new business process outsourcer (BPO) customers in the first quarter of 2013, and added yet another feather to its cap when it was chosen by a leading BPO to connect a large network of professionals providing customer support services.
4/25/2013
The Millennial Generation Makes Ideal Call Center Workers (Under the Right Circumstances)
In the past few years, we've seen unprecedented technological changes in the contact center, including the advent of Voice over IP (VoIP) call-center platforms and cloud contact centers, allowing companies to build virtual and remote contact center networks that spread all over the world.
4/25/2013
Reduce the Customer Effort for Optimal Contact Center Success
It's well known that the contact center is put in place to handle customer support. Management often looks at the number of calls handled within a certain time period, the percentage of issues resolved within first contact, the number of abandoned calls when the customer has to wait too long and the number of calls completed by an agent within a specified time period.
4/24/2013
Many Benefits for Hotels That Embrace the Cloud
Most industries can benefit from the cloud, and the hospitality industry is no exception. Hotels, in particular, have the opportunity both to leverage common benefits of the cloud and also take advantage of some industry-specific opportunities.
4/22/2013
inContact Wins Vacation Timeshare Client with Cloud-Based Contact Center Software
Cloud contact center software provider inContact announced earlier this week that it has been selected by a leading vacation timeshare company to support the company's more than 300 contact center agents, according to a statement by inContact.
4/19/2013
inContact Continues Strong Expansion With Seven New Financial Services Clients
inContact, the leader in cloud contact-center software and contact center agent tools, continues its expansive growth with the announcement of adding seven new financial services customers in the first quarter of the year.
4/16/2013
Customer Acquisition Company Finds Flexibility to Grow with inContact Cloud-based Call Center
Customer acquisition company CLEARLINK implements marketing campaigns for a wide variety of large national corporations. As a result, the company relies heavily on its call center. Until recently, the company was relying upon a premise-based call center solution that wasn't providing the flexibility it needed to better gauge campaign effectiveness. The company considered upgrading its existing hardware-based call center equipment, but quickly realized that this approach would be both costly and unable to provide the degree of flexibility the company sought. Essentially, the company realized it was time to turn to the cloud.
4/12/2013
inContact Helps Prepaid Landline Service New Talk Increase Efficiencies and Lower Headcount
One provider of cloud-based contact center management, inContact, recently recounted the way a customer of its solution did just that. New Talk, a prepaid landline telephone service provider, provides a vital service to customers with less than perfect credit or those who prefer not to divulge their personal identification data just to get a phone. Their services, which are used by 20,000 customers in the Fort Worth, Texas area, help lower income individuals attain and keep landline telephone service in their homes.
4/12/2013
Social Media in Customer Contact: Changing Not Just the Channel, but the Speed
While social media has changed the way many people communicate - one in five people on Earth has a Facebook account - the way it has changed the way we do business is more complex. Social media has made itself felt most strongly in the realms of customer service and marketing. As customers use social media to communicate with one another, so too do they use social media to communicate with companies. Even more importantly, they expect answers and responses. For marketing, social media has provided dynamic new channels through which to get the message out.
4/11/2013
Acumen and LoadSpring Partner to Deliver Hosted Project Analytics Software
Acumen, a project management company, has formed partnership with LoadSpring, which specializes in the implementation and deployment of project management software, to deliver Acumen's project analytics software in hosted environment. The partnership is mutually beneficial as it helps Acumen broaden its project management deployment options. On the other hand LoadSpring clients will be able to deploy the Acumen software suite on an advanced Web portal where analytics, reporting, and views can be shared quickly and easily with other company users.
4/1/2013
Quintiq Supply Chain Planning and Workforce Optimization Improve Fatigue Management
Quintiq, a SAP-certified company that provides supply chain planning and workforce optimization (SCP&O) solutions, enables enterprises to improve efficiency at every stage of the supply chain journey. Enterprises increasingly turn to Workforce optimization solutions to improve efficiency and effectiveness of their customer interactions. These solutions help them capture interactions across all channels, analyze to reveal insights, and drive actions that impact business results and customer experience.
3/25/2013
Calabrio Helps Call Centers Understand Big Data
Calabrio, a provider of workforce optimization and unified desktop software for call centers located around the world, is helping these centers understand the massive amounts of data they find in their midst.
3/25/2013
Calabrio Enhances Calabrio ONE Workforce Management Software
Calabrio, a provider of contact center workforce optimization and analytics software, has expanded its workforce management (WFM) software with advanced capabilities. Enhancements of the Calabrio ONE Workforce Management (WFM) software focus on advanced schedule management, planning and creation processes.
3/21/2013
NICE, Silver Lining Solutions Enhance Call Center Workforce Optimization
NICE Systems, a provider of workforce optimization and customer experience management solutions, has been expanding horizons with a number of technology partnerships. In one such development, the workforce optimization provider has partnered with Silver Lining Solutions to deliver enhanced call center workforce optimization solutions that help organizations derive the best value from their technology investments.
3/21/2013
dvsAnalytics and The Workforce Management Software Group Execute OEM Reseller Agreement
Today, dvsAnalytics is known for its Encore product suite that integrates customer interaction recording, quality management, and analytics software in a single package. In an effort to enhance the software suite, dvsAnalytics has forged an OEM agreement with The Workforce Management Software Group, Inc., (WFMSG). The deal allows dvsAnalytics to resell the latter's Community workforce management solution within its existing framework.
3/12/2013
PSC Solutions to Deliver ASC Workforce Optimization Suite in Brazil
ASC, a provider of call center workforce optimization (WFO) solutions, has signed a technology partnership with PCS Solutions, a provider of IT and telecom systems for contact center platforms in Brazil, to deliver ASC's workforce optimization suite to Brazilian organizations.
3/12/2013
Why Call Center Management Benefits from Call Recording
Customer interactions can play a large part in satisfaction. Whether that satisfaction is on the part of the customer, the agent or the company, the interaction that achieves satisfaction for all three is a quality engagement. Once achieved, it can be difficult to duplicate. Fortunately, call center management can employ call recording software to help.
3/6/2013
ASC, Teleopti Partner to Enhance Workforce Optimization Offerings to Call Centers
ASC, a provider of workforce optimization solutions for call centers and other markets, has formed partnership with Teleopti, a provider of workforce management (WFM) software for call centers, to deliver a combined offering to the call center industry.
3/4/2013
NICE Unveils Cloud-Based Call Center Workforce Optimization Suite
NICE Systems, a provider of call center workforce optimization solution, has introduced a breakthrough offering that delivers the entire capabilities for recording, quality management, analytics, workforce management, performance management, incentive compensation management, and voice of the customer in cloud.
3/4/2013
Indosoft's Work Force Management Integration Connector Provides ACD Data for Improved Scheduling
When it comes to call center workforce management and optimization, automatic call distribution (ACD) plays a big role as the primary purpose of ACD software is to disperse incoming calls to contact center agents with specific skills. ACD utilizes a rule-based routing strategy based on instructions that dictate how inbound calls are directed.
2/28/2013
inContact's New Cloud Contact Center Software Harmonizes Operations for Improved Customer Experience
Over the years, cloud contact center software has quickly grown to deliver benefits of traditional premise applications combined with a much more flexible and scalable model. It has been proven that moving a contact center to the cloud brings countless benefits including working with outsourced agents, cost-savings and minimizing the frequency of bad customer experiences.
2/27/2013
Why the Cloud is Critical for Contact Center Outsourcing Profitability
The buzz surrounding the benefits associated with the cloud can seem like nothing more than hype. Vendors are pining for greater market share and why not flood the market with propaganda that supports a migration that secures their revenue strategy indefinitely? The problem with this argument is that the benefits associated with the cloud are very real and not just relegated to one industry.
2/27/2013
ClickSoftware Technologies Unveils Free App for Mobile Workforce Optimization
ClickSoftware Technologies, a provider of automated mobile workforce management solutions, has unveiled ClickExpress Lite, a new free app for mobile team management. The cloud-based application is a powerful, but simple tool that can be used by everyone alike. It is ideally designed for small firms, project teams or even large families that want to organize and manage day-to-day tasks in a more convenient manner.
2/21/2013
Verint Systems Leads in Cloud-based Workforce Optimization Market
Verint Systems, a provider of Enterprise Intelligence Solutions and Security Intelligence Solutions, announced it continues to lead hosted and cloud-based workforce optimization market. Recently, DMG Consulting declared Verint as the market leader in hosted/cloud-based workforce optimization (WFO) revenue with more than twice as much market share as the closest competitor.
2/19/2013
Knoahsoft Workforce Optimization Solutions Now Available through Avaya
Call center workforce optimization solutions provider KnoahSoft's Harmony suite of solutions is now available directly from Avaya and its channel partners. KnoahSoft is offering a suite of recording, quality assurance, surveying, workforce management and analytics solutions through the Avaya Select Product Program.
2/13/2013
Ushering in Multichannel Excellence with Cloud-based Workforce Optimization
While contact centers have always had a lot of demands placed on them - answer all calls quickly, keep the calls short, provide the information needed, keep the customer relationship positive, boost the sales and do it all under a limited budget - these days, it seems like the demands are multiplying. New media channels have broadened the contact center's footprint as well as the expectations placed upon it. Social media channels have hit like a bolt out of the blue, and today's increasingly mobile customer base expects high quality service at any time, day or night.
2/12/2013
OpenSpan Experiences Record 2012 Workforce Optimization Performance
OpenSpan, Inc., a provider of user optimization, activity management and automation solutions, has recently shared its 2012 results, with a record-breaking performance. This past year, OpenSpan saw revenue increasing 69 percent, with over 130-percent growth in software license revenue compared to 2011. Growth increased product development spend by over 100 percent.
2/7/2013
Aspect Software, eg Deliver Combined Back Office Optimization Solution
Aspect Software, a provider of customer contact and call center workforce optimization solutions, has partnered with eg solutions, a provider of back office optimization and services, to deliver a combined back-office WFO solution that brings cost savings from 20 percent to 40 percent.
2/7/2013
inContact Extends Presence in Healthcare and BPO Verticals
inContact has extended its presence across an assortment of industries. The organization aims to offer cloud offerings to these industries with an aim to resolve customer service issues that have not be successfully tackled by proprietary premise technology.
1/31/2013
TZA Unveils ProTrack Mobile Application
TZA, a premier provider of supply chain productivity software and services, recently launched a new mobile app for the users of ProTrack Labor Management System.
1/28/2013
Top 10 Characteristics of an Effective Quality Management Program
Even with the cutting edge customer experience tools that contact centers have at their disposal today, inContact, a company that helps contact centers create profitable customer experiences through its cloud-based call center software solutions, is continuing to push boundaries in order to stay on top of the trends that customers care about most.
1/23/2013
Call Center Workforce Optimization Provider Verint Unveils Customer Advisory Council for 2012-13
Verint Systems, a provider of back-office operations and call center workforce optimization solutions, has unveiled the list of back-office Customer Advisory Council members for 2012-2013. The company's back-office Customer Advisory Council is established with a focus on driving enterprise workforce optimization in today's back-office operations environments.
1/22/2013
Calabrio Enhances its Call Recording Platform for Improved Workforce Optimization
In the call center, workforce optimization helps companies improve the efficiency of their customer interactions through solutions that capture those interactions across all channels, analyze them to reveal insights, and drive actions that impact business results and customer experience.
1/17/2013
Key Motivators to Drive Quality Evaluations in Call Center Workforce Optimization
While the call center serves as a critical interaction point between the customer and the company, a focus on quality customer care has to begin with the call center staff. If staff members are not adequately trained for the predicted volume of interactions; if skills sets are not effectively managed in the distribution of calls; or if the tools necessary to complete accurate interactions are not readily available, the customer experience suffers. To ensure the opposite is true, the implementation of call center workforce optimization is a good investment.
1/17/2013
Can You Improve Performance with Robust Call Center Workforce Optimization?
How often are you able to deliver on customer expectations? Are all of your customer contact channels in sync? Do you measure each customer experience and then evaluate how you can improve upon it? Is your call center workforce optimization solution meeting your expectations? If you're unable to answer in the affirmative to any of these questions, it may be time to take a step back and evaluate your current process
1/17/2013
The Key to Successful Call Center Workforce Optimization
Change in the contact center is not always met with positive results. Those who have been in the industry for a while know what works and what doesn't and are often known to stay the course rather than rock the boat. Such a mentality can be damaging to the mentality and productivity of the center, however, especially when call center workforce optimization can lead to significant gains.
1/17/2013
In the past few years, we've seen unprecedented technological changes in the contact center, including the advent of Voice over IP (VoIP) call-center platforms and cloud contact centers, allowing companies to build virtual and remote contact center networks that spread all over the world.
4/25/2013
Reduce the Customer Effort for Optimal Contact Center Success
It's well known that the contact center is put in place to handle customer support. Management often looks at the number of calls handled within a certain time period, the percentage of issues resolved within first contact, the number of abandoned calls when the customer has to wait too long and the number of calls completed by an agent within a specified time period.
4/24/2013
Many Benefits for Hotels That Embrace the Cloud
Most industries can benefit from the cloud, and the hospitality industry is no exception. Hotels, in particular, have the opportunity both to leverage common benefits of the cloud and also take advantage of some industry-specific opportunities.
4/22/2013
inContact Wins Vacation Timeshare Client with Cloud-Based Contact Center Software
Cloud contact center software provider inContact announced earlier this week that it has been selected by a leading vacation timeshare company to support the company's more than 300 contact center agents, according to a statement by inContact.
4/19/2013
inContact Continues Strong Expansion With Seven New Financial Services Clients
inContact, the leader in cloud contact-center software and contact center agent tools, continues its expansive growth with the announcement of adding seven new financial services customers in the first quarter of the year.
4/16/2013
Customer Acquisition Company Finds Flexibility to Grow with inContact Cloud-based Call Center
Customer acquisition company CLEARLINK implements marketing campaigns for a wide variety of large national corporations. As a result, the company relies heavily on its call center. Until recently, the company was relying upon a premise-based call center solution that wasn't providing the flexibility it needed to better gauge campaign effectiveness. The company considered upgrading its existing hardware-based call center equipment, but quickly realized that this approach would be both costly and unable to provide the degree of flexibility the company sought. Essentially, the company realized it was time to turn to the cloud.
4/12/2013
inContact Helps Prepaid Landline Service New Talk Increase Efficiencies and Lower Headcount
One provider of cloud-based contact center management, inContact, recently recounted the way a customer of its solution did just that. New Talk, a prepaid landline telephone service provider, provides a vital service to customers with less than perfect credit or those who prefer not to divulge their personal identification data just to get a phone. Their services, which are used by 20,000 customers in the Fort Worth, Texas area, help lower income individuals attain and keep landline telephone service in their homes.
4/12/2013
Social Media in Customer Contact: Changing Not Just the Channel, but the Speed
While social media has changed the way many people communicate - one in five people on Earth has a Facebook account - the way it has changed the way we do business is more complex. Social media has made itself felt most strongly in the realms of customer service and marketing. As customers use social media to communicate with one another, so too do they use social media to communicate with companies. Even more importantly, they expect answers and responses. For marketing, social media has provided dynamic new channels through which to get the message out.
4/11/2013
Acumen and LoadSpring Partner to Deliver Hosted Project Analytics Software
Acumen, a project management company, has formed partnership with LoadSpring, which specializes in the implementation and deployment of project management software, to deliver Acumen's project analytics software in hosted environment. The partnership is mutually beneficial as it helps Acumen broaden its project management deployment options. On the other hand LoadSpring clients will be able to deploy the Acumen software suite on an advanced Web portal where analytics, reporting, and views can be shared quickly and easily with other company users.
4/1/2013
Quintiq Supply Chain Planning and Workforce Optimization Improve Fatigue Management
Quintiq, a SAP-certified company that provides supply chain planning and workforce optimization (SCP&O) solutions, enables enterprises to improve efficiency at every stage of the supply chain journey. Enterprises increasingly turn to Workforce optimization solutions to improve efficiency and effectiveness of their customer interactions. These solutions help them capture interactions across all channels, analyze to reveal insights, and drive actions that impact business results and customer experience.
3/25/2013
Calabrio Helps Call Centers Understand Big Data
Calabrio, a provider of workforce optimization and unified desktop software for call centers located around the world, is helping these centers understand the massive amounts of data they find in their midst.
3/25/2013
Calabrio Enhances Calabrio ONE Workforce Management Software
Calabrio, a provider of contact center workforce optimization and analytics software, has expanded its workforce management (WFM) software with advanced capabilities. Enhancements of the Calabrio ONE Workforce Management (WFM) software focus on advanced schedule management, planning and creation processes.
3/21/2013
NICE, Silver Lining Solutions Enhance Call Center Workforce Optimization
NICE Systems, a provider of workforce optimization and customer experience management solutions, has been expanding horizons with a number of technology partnerships. In one such development, the workforce optimization provider has partnered with Silver Lining Solutions to deliver enhanced call center workforce optimization solutions that help organizations derive the best value from their technology investments.
3/21/2013
dvsAnalytics and The Workforce Management Software Group Execute OEM Reseller Agreement
Today, dvsAnalytics is known for its Encore product suite that integrates customer interaction recording, quality management, and analytics software in a single package. In an effort to enhance the software suite, dvsAnalytics has forged an OEM agreement with The Workforce Management Software Group, Inc., (WFMSG). The deal allows dvsAnalytics to resell the latter's Community workforce management solution within its existing framework.
3/12/2013
PSC Solutions to Deliver ASC Workforce Optimization Suite in Brazil
ASC, a provider of call center workforce optimization (WFO) solutions, has signed a technology partnership with PCS Solutions, a provider of IT and telecom systems for contact center platforms in Brazil, to deliver ASC's workforce optimization suite to Brazilian organizations.
3/12/2013
Why Call Center Management Benefits from Call Recording
Customer interactions can play a large part in satisfaction. Whether that satisfaction is on the part of the customer, the agent or the company, the interaction that achieves satisfaction for all three is a quality engagement. Once achieved, it can be difficult to duplicate. Fortunately, call center management can employ call recording software to help.
3/6/2013
ASC, Teleopti Partner to Enhance Workforce Optimization Offerings to Call Centers
ASC, a provider of workforce optimization solutions for call centers and other markets, has formed partnership with Teleopti, a provider of workforce management (WFM) software for call centers, to deliver a combined offering to the call center industry.
3/4/2013
NICE Unveils Cloud-Based Call Center Workforce Optimization Suite
NICE Systems, a provider of call center workforce optimization solution, has introduced a breakthrough offering that delivers the entire capabilities for recording, quality management, analytics, workforce management, performance management, incentive compensation management, and voice of the customer in cloud.
3/4/2013
Indosoft's Work Force Management Integration Connector Provides ACD Data for Improved Scheduling
When it comes to call center workforce management and optimization, automatic call distribution (ACD) plays a big role as the primary purpose of ACD software is to disperse incoming calls to contact center agents with specific skills. ACD utilizes a rule-based routing strategy based on instructions that dictate how inbound calls are directed.
2/28/2013
inContact's New Cloud Contact Center Software Harmonizes Operations for Improved Customer Experience
Over the years, cloud contact center software has quickly grown to deliver benefits of traditional premise applications combined with a much more flexible and scalable model. It has been proven that moving a contact center to the cloud brings countless benefits including working with outsourced agents, cost-savings and minimizing the frequency of bad customer experiences.
2/27/2013
Why the Cloud is Critical for Contact Center Outsourcing Profitability
The buzz surrounding the benefits associated with the cloud can seem like nothing more than hype. Vendors are pining for greater market share and why not flood the market with propaganda that supports a migration that secures their revenue strategy indefinitely? The problem with this argument is that the benefits associated with the cloud are very real and not just relegated to one industry.
2/27/2013
ClickSoftware Technologies Unveils Free App for Mobile Workforce Optimization
ClickSoftware Technologies, a provider of automated mobile workforce management solutions, has unveiled ClickExpress Lite, a new free app for mobile team management. The cloud-based application is a powerful, but simple tool that can be used by everyone alike. It is ideally designed for small firms, project teams or even large families that want to organize and manage day-to-day tasks in a more convenient manner.
2/21/2013
Verint Systems Leads in Cloud-based Workforce Optimization Market
Verint Systems, a provider of Enterprise Intelligence Solutions and Security Intelligence Solutions, announced it continues to lead hosted and cloud-based workforce optimization market. Recently, DMG Consulting declared Verint as the market leader in hosted/cloud-based workforce optimization (WFO) revenue with more than twice as much market share as the closest competitor.
2/19/2013
Knoahsoft Workforce Optimization Solutions Now Available through Avaya
Call center workforce optimization solutions provider KnoahSoft's Harmony suite of solutions is now available directly from Avaya and its channel partners. KnoahSoft is offering a suite of recording, quality assurance, surveying, workforce management and analytics solutions through the Avaya Select Product Program.
2/13/2013
Ushering in Multichannel Excellence with Cloud-based Workforce Optimization
While contact centers have always had a lot of demands placed on them - answer all calls quickly, keep the calls short, provide the information needed, keep the customer relationship positive, boost the sales and do it all under a limited budget - these days, it seems like the demands are multiplying. New media channels have broadened the contact center's footprint as well as the expectations placed upon it. Social media channels have hit like a bolt out of the blue, and today's increasingly mobile customer base expects high quality service at any time, day or night.
2/12/2013
OpenSpan Experiences Record 2012 Workforce Optimization Performance
OpenSpan, Inc., a provider of user optimization, activity management and automation solutions, has recently shared its 2012 results, with a record-breaking performance. This past year, OpenSpan saw revenue increasing 69 percent, with over 130-percent growth in software license revenue compared to 2011. Growth increased product development spend by over 100 percent.
2/7/2013
Aspect Software, eg Deliver Combined Back Office Optimization Solution
Aspect Software, a provider of customer contact and call center workforce optimization solutions, has partnered with eg solutions, a provider of back office optimization and services, to deliver a combined back-office WFO solution that brings cost savings from 20 percent to 40 percent.
2/7/2013
inContact Extends Presence in Healthcare and BPO Verticals
inContact has extended its presence across an assortment of industries. The organization aims to offer cloud offerings to these industries with an aim to resolve customer service issues that have not be successfully tackled by proprietary premise technology.
1/31/2013
TZA Unveils ProTrack Mobile Application
TZA, a premier provider of supply chain productivity software and services, recently launched a new mobile app for the users of ProTrack Labor Management System.
1/28/2013
Top 10 Characteristics of an Effective Quality Management Program
Even with the cutting edge customer experience tools that contact centers have at their disposal today, inContact, a company that helps contact centers create profitable customer experiences through its cloud-based call center software solutions, is continuing to push boundaries in order to stay on top of the trends that customers care about most.
1/23/2013
Call Center Workforce Optimization Provider Verint Unveils Customer Advisory Council for 2012-13
Verint Systems, a provider of back-office operations and call center workforce optimization solutions, has unveiled the list of back-office Customer Advisory Council members for 2012-2013. The company's back-office Customer Advisory Council is established with a focus on driving enterprise workforce optimization in today's back-office operations environments.
1/22/2013
Calabrio Enhances its Call Recording Platform for Improved Workforce Optimization
In the call center, workforce optimization helps companies improve the efficiency of their customer interactions through solutions that capture those interactions across all channels, analyze them to reveal insights, and drive actions that impact business results and customer experience.
1/17/2013
Key Motivators to Drive Quality Evaluations in Call Center Workforce Optimization
While the call center serves as a critical interaction point between the customer and the company, a focus on quality customer care has to begin with the call center staff. If staff members are not adequately trained for the predicted volume of interactions; if skills sets are not effectively managed in the distribution of calls; or if the tools necessary to complete accurate interactions are not readily available, the customer experience suffers. To ensure the opposite is true, the implementation of call center workforce optimization is a good investment.
1/17/2013
Can You Improve Performance with Robust Call Center Workforce Optimization?
How often are you able to deliver on customer expectations? Are all of your customer contact channels in sync? Do you measure each customer experience and then evaluate how you can improve upon it? Is your call center workforce optimization solution meeting your expectations? If you're unable to answer in the affirmative to any of these questions, it may be time to take a step back and evaluate your current process
1/17/2013
The Key to Successful Call Center Workforce Optimization
Change in the contact center is not always met with positive results. Those who have been in the industry for a while know what works and what doesn't and are often known to stay the course rather than rock the boat. Such a mentality can be damaging to the mentality and productivity of the center, however, especially when call center workforce optimization can lead to significant gains.
1/17/2013
Most industries can benefit from the cloud, and the hospitality industry is no exception. Hotels, in particular, have the opportunity both to leverage common benefits of the cloud and also take advantage of some industry-specific opportunities.
4/22/2013
inContact Wins Vacation Timeshare Client with Cloud-Based Contact Center Software
Cloud contact center software provider inContact announced earlier this week that it has been selected by a leading vacation timeshare company to support the company's more than 300 contact center agents, according to a statement by inContact.
4/19/2013
inContact Continues Strong Expansion With Seven New Financial Services Clients
inContact, the leader in cloud contact-center software and contact center agent tools, continues its expansive growth with the announcement of adding seven new financial services customers in the first quarter of the year.
4/16/2013
Customer Acquisition Company Finds Flexibility to Grow with inContact Cloud-based Call Center
Customer acquisition company CLEARLINK implements marketing campaigns for a wide variety of large national corporations. As a result, the company relies heavily on its call center. Until recently, the company was relying upon a premise-based call center solution that wasn't providing the flexibility it needed to better gauge campaign effectiveness. The company considered upgrading its existing hardware-based call center equipment, but quickly realized that this approach would be both costly and unable to provide the degree of flexibility the company sought. Essentially, the company realized it was time to turn to the cloud.
4/12/2013
inContact Helps Prepaid Landline Service New Talk Increase Efficiencies and Lower Headcount
One provider of cloud-based contact center management, inContact, recently recounted the way a customer of its solution did just that. New Talk, a prepaid landline telephone service provider, provides a vital service to customers with less than perfect credit or those who prefer not to divulge their personal identification data just to get a phone. Their services, which are used by 20,000 customers in the Fort Worth, Texas area, help lower income individuals attain and keep landline telephone service in their homes.
4/12/2013
Social Media in Customer Contact: Changing Not Just the Channel, but the Speed
While social media has changed the way many people communicate - one in five people on Earth has a Facebook account - the way it has changed the way we do business is more complex. Social media has made itself felt most strongly in the realms of customer service and marketing. As customers use social media to communicate with one another, so too do they use social media to communicate with companies. Even more importantly, they expect answers and responses. For marketing, social media has provided dynamic new channels through which to get the message out.
4/11/2013
Acumen and LoadSpring Partner to Deliver Hosted Project Analytics Software
Acumen, a project management company, has formed partnership with LoadSpring, which specializes in the implementation and deployment of project management software, to deliver Acumen's project analytics software in hosted environment. The partnership is mutually beneficial as it helps Acumen broaden its project management deployment options. On the other hand LoadSpring clients will be able to deploy the Acumen software suite on an advanced Web portal where analytics, reporting, and views can be shared quickly and easily with other company users.
4/1/2013
Quintiq Supply Chain Planning and Workforce Optimization Improve Fatigue Management
Quintiq, a SAP-certified company that provides supply chain planning and workforce optimization (SCP&O) solutions, enables enterprises to improve efficiency at every stage of the supply chain journey. Enterprises increasingly turn to Workforce optimization solutions to improve efficiency and effectiveness of their customer interactions. These solutions help them capture interactions across all channels, analyze to reveal insights, and drive actions that impact business results and customer experience.
3/25/2013
Calabrio Helps Call Centers Understand Big Data
Calabrio, a provider of workforce optimization and unified desktop software for call centers located around the world, is helping these centers understand the massive amounts of data they find in their midst.
3/25/2013
Calabrio Enhances Calabrio ONE Workforce Management Software
Calabrio, a provider of contact center workforce optimization and analytics software, has expanded its workforce management (WFM) software with advanced capabilities. Enhancements of the Calabrio ONE Workforce Management (WFM) software focus on advanced schedule management, planning and creation processes.
3/21/2013
NICE, Silver Lining Solutions Enhance Call Center Workforce Optimization
NICE Systems, a provider of workforce optimization and customer experience management solutions, has been expanding horizons with a number of technology partnerships. In one such development, the workforce optimization provider has partnered with Silver Lining Solutions to deliver enhanced call center workforce optimization solutions that help organizations derive the best value from their technology investments.
3/21/2013
dvsAnalytics and The Workforce Management Software Group Execute OEM Reseller Agreement
Today, dvsAnalytics is known for its Encore product suite that integrates customer interaction recording, quality management, and analytics software in a single package. In an effort to enhance the software suite, dvsAnalytics has forged an OEM agreement with The Workforce Management Software Group, Inc., (WFMSG). The deal allows dvsAnalytics to resell the latter's Community workforce management solution within its existing framework.
3/12/2013
PSC Solutions to Deliver ASC Workforce Optimization Suite in Brazil
ASC, a provider of call center workforce optimization (WFO) solutions, has signed a technology partnership with PCS Solutions, a provider of IT and telecom systems for contact center platforms in Brazil, to deliver ASC's workforce optimization suite to Brazilian organizations.
3/12/2013
Why Call Center Management Benefits from Call Recording
Customer interactions can play a large part in satisfaction. Whether that satisfaction is on the part of the customer, the agent or the company, the interaction that achieves satisfaction for all three is a quality engagement. Once achieved, it can be difficult to duplicate. Fortunately, call center management can employ call recording software to help.
3/6/2013
ASC, Teleopti Partner to Enhance Workforce Optimization Offerings to Call Centers
ASC, a provider of workforce optimization solutions for call centers and other markets, has formed partnership with Teleopti, a provider of workforce management (WFM) software for call centers, to deliver a combined offering to the call center industry.
3/4/2013
NICE Unveils Cloud-Based Call Center Workforce Optimization Suite
NICE Systems, a provider of call center workforce optimization solution, has introduced a breakthrough offering that delivers the entire capabilities for recording, quality management, analytics, workforce management, performance management, incentive compensation management, and voice of the customer in cloud.
3/4/2013
Indosoft's Work Force Management Integration Connector Provides ACD Data for Improved Scheduling
When it comes to call center workforce management and optimization, automatic call distribution (ACD) plays a big role as the primary purpose of ACD software is to disperse incoming calls to contact center agents with specific skills. ACD utilizes a rule-based routing strategy based on instructions that dictate how inbound calls are directed.
2/28/2013
inContact's New Cloud Contact Center Software Harmonizes Operations for Improved Customer Experience
Over the years, cloud contact center software has quickly grown to deliver benefits of traditional premise applications combined with a much more flexible and scalable model. It has been proven that moving a contact center to the cloud brings countless benefits including working with outsourced agents, cost-savings and minimizing the frequency of bad customer experiences.
2/27/2013
Why the Cloud is Critical for Contact Center Outsourcing Profitability
The buzz surrounding the benefits associated with the cloud can seem like nothing more than hype. Vendors are pining for greater market share and why not flood the market with propaganda that supports a migration that secures their revenue strategy indefinitely? The problem with this argument is that the benefits associated with the cloud are very real and not just relegated to one industry.
2/27/2013
ClickSoftware Technologies Unveils Free App for Mobile Workforce Optimization
ClickSoftware Technologies, a provider of automated mobile workforce management solutions, has unveiled ClickExpress Lite, a new free app for mobile team management. The cloud-based application is a powerful, but simple tool that can be used by everyone alike. It is ideally designed for small firms, project teams or even large families that want to organize and manage day-to-day tasks in a more convenient manner.
2/21/2013
Verint Systems Leads in Cloud-based Workforce Optimization Market
Verint Systems, a provider of Enterprise Intelligence Solutions and Security Intelligence Solutions, announced it continues to lead hosted and cloud-based workforce optimization market. Recently, DMG Consulting declared Verint as the market leader in hosted/cloud-based workforce optimization (WFO) revenue with more than twice as much market share as the closest competitor.
2/19/2013
Knoahsoft Workforce Optimization Solutions Now Available through Avaya
Call center workforce optimization solutions provider KnoahSoft's Harmony suite of solutions is now available directly from Avaya and its channel partners. KnoahSoft is offering a suite of recording, quality assurance, surveying, workforce management and analytics solutions through the Avaya Select Product Program.
2/13/2013
Ushering in Multichannel Excellence with Cloud-based Workforce Optimization
While contact centers have always had a lot of demands placed on them - answer all calls quickly, keep the calls short, provide the information needed, keep the customer relationship positive, boost the sales and do it all under a limited budget - these days, it seems like the demands are multiplying. New media channels have broadened the contact center's footprint as well as the expectations placed upon it. Social media channels have hit like a bolt out of the blue, and today's increasingly mobile customer base expects high quality service at any time, day or night.
2/12/2013
OpenSpan Experiences Record 2012 Workforce Optimization Performance
OpenSpan, Inc., a provider of user optimization, activity management and automation solutions, has recently shared its 2012 results, with a record-breaking performance. This past year, OpenSpan saw revenue increasing 69 percent, with over 130-percent growth in software license revenue compared to 2011. Growth increased product development spend by over 100 percent.
2/7/2013
Aspect Software, eg Deliver Combined Back Office Optimization Solution
Aspect Software, a provider of customer contact and call center workforce optimization solutions, has partnered with eg solutions, a provider of back office optimization and services, to deliver a combined back-office WFO solution that brings cost savings from 20 percent to 40 percent.
2/7/2013
inContact Extends Presence in Healthcare and BPO Verticals
inContact has extended its presence across an assortment of industries. The organization aims to offer cloud offerings to these industries with an aim to resolve customer service issues that have not be successfully tackled by proprietary premise technology.
1/31/2013
TZA Unveils ProTrack Mobile Application
TZA, a premier provider of supply chain productivity software and services, recently launched a new mobile app for the users of ProTrack Labor Management System.
1/28/2013
Top 10 Characteristics of an Effective Quality Management Program
Even with the cutting edge customer experience tools that contact centers have at their disposal today, inContact, a company that helps contact centers create profitable customer experiences through its cloud-based call center software solutions, is continuing to push boundaries in order to stay on top of the trends that customers care about most.
1/23/2013
Call Center Workforce Optimization Provider Verint Unveils Customer Advisory Council for 2012-13
Verint Systems, a provider of back-office operations and call center workforce optimization solutions, has unveiled the list of back-office Customer Advisory Council members for 2012-2013. The company's back-office Customer Advisory Council is established with a focus on driving enterprise workforce optimization in today's back-office operations environments.
1/22/2013
Calabrio Enhances its Call Recording Platform for Improved Workforce Optimization
In the call center, workforce optimization helps companies improve the efficiency of their customer interactions through solutions that capture those interactions across all channels, analyze them to reveal insights, and drive actions that impact business results and customer experience.
1/17/2013
Key Motivators to Drive Quality Evaluations in Call Center Workforce Optimization
While the call center serves as a critical interaction point between the customer and the company, a focus on quality customer care has to begin with the call center staff. If staff members are not adequately trained for the predicted volume of interactions; if skills sets are not effectively managed in the distribution of calls; or if the tools necessary to complete accurate interactions are not readily available, the customer experience suffers. To ensure the opposite is true, the implementation of call center workforce optimization is a good investment.
1/17/2013
Can You Improve Performance with Robust Call Center Workforce Optimization?
How often are you able to deliver on customer expectations? Are all of your customer contact channels in sync? Do you measure each customer experience and then evaluate how you can improve upon it? Is your call center workforce optimization solution meeting your expectations? If you're unable to answer in the affirmative to any of these questions, it may be time to take a step back and evaluate your current process
1/17/2013
The Key to Successful Call Center Workforce Optimization
Change in the contact center is not always met with positive results. Those who have been in the industry for a while know what works and what doesn't and are often known to stay the course rather than rock the boat. Such a mentality can be damaging to the mentality and productivity of the center, however, especially when call center workforce optimization can lead to significant gains.
1/17/2013
inContact, the leader in cloud contact-center software and contact center agent tools, continues its expansive growth with the announcement of adding seven new financial services customers in the first quarter of the year.
4/16/2013
Customer Acquisition Company Finds Flexibility to Grow with inContact Cloud-based Call Center
Customer acquisition company CLEARLINK implements marketing campaigns for a wide variety of large national corporations. As a result, the company relies heavily on its call center. Until recently, the company was relying upon a premise-based call center solution that wasn't providing the flexibility it needed to better gauge campaign effectiveness. The company considered upgrading its existing hardware-based call center equipment, but quickly realized that this approach would be both costly and unable to provide the degree of flexibility the company sought. Essentially, the company realized it was time to turn to the cloud.
4/12/2013
inContact Helps Prepaid Landline Service New Talk Increase Efficiencies and Lower Headcount
One provider of cloud-based contact center management, inContact, recently recounted the way a customer of its solution did just that. New Talk, a prepaid landline telephone service provider, provides a vital service to customers with less than perfect credit or those who prefer not to divulge their personal identification data just to get a phone. Their services, which are used by 20,000 customers in the Fort Worth, Texas area, help lower income individuals attain and keep landline telephone service in their homes.
4/12/2013
Social Media in Customer Contact: Changing Not Just the Channel, but the Speed
While social media has changed the way many people communicate - one in five people on Earth has a Facebook account - the way it has changed the way we do business is more complex. Social media has made itself felt most strongly in the realms of customer service and marketing. As customers use social media to communicate with one another, so too do they use social media to communicate with companies. Even more importantly, they expect answers and responses. For marketing, social media has provided dynamic new channels through which to get the message out.
4/11/2013
Acumen and LoadSpring Partner to Deliver Hosted Project Analytics Software
Acumen, a project management company, has formed partnership with LoadSpring, which specializes in the implementation and deployment of project management software, to deliver Acumen's project analytics software in hosted environment. The partnership is mutually beneficial as it helps Acumen broaden its project management deployment options. On the other hand LoadSpring clients will be able to deploy the Acumen software suite on an advanced Web portal where analytics, reporting, and views can be shared quickly and easily with other company users.
4/1/2013
Quintiq Supply Chain Planning and Workforce Optimization Improve Fatigue Management
Quintiq, a SAP-certified company that provides supply chain planning and workforce optimization (SCP&O) solutions, enables enterprises to improve efficiency at every stage of the supply chain journey. Enterprises increasingly turn to Workforce optimization solutions to improve efficiency and effectiveness of their customer interactions. These solutions help them capture interactions across all channels, analyze to reveal insights, and drive actions that impact business results and customer experience.
3/25/2013
Calabrio Helps Call Centers Understand Big Data
Calabrio, a provider of workforce optimization and unified desktop software for call centers located around the world, is helping these centers understand the massive amounts of data they find in their midst.
3/25/2013
Calabrio Enhances Calabrio ONE Workforce Management Software
Calabrio, a provider of contact center workforce optimization and analytics software, has expanded its workforce management (WFM) software with advanced capabilities. Enhancements of the Calabrio ONE Workforce Management (WFM) software focus on advanced schedule management, planning and creation processes.
3/21/2013
NICE, Silver Lining Solutions Enhance Call Center Workforce Optimization
NICE Systems, a provider of workforce optimization and customer experience management solutions, has been expanding horizons with a number of technology partnerships. In one such development, the workforce optimization provider has partnered with Silver Lining Solutions to deliver enhanced call center workforce optimization solutions that help organizations derive the best value from their technology investments.
3/21/2013
dvsAnalytics and The Workforce Management Software Group Execute OEM Reseller Agreement
Today, dvsAnalytics is known for its Encore product suite that integrates customer interaction recording, quality management, and analytics software in a single package. In an effort to enhance the software suite, dvsAnalytics has forged an OEM agreement with The Workforce Management Software Group, Inc., (WFMSG). The deal allows dvsAnalytics to resell the latter's Community workforce management solution within its existing framework.
3/12/2013
PSC Solutions to Deliver ASC Workforce Optimization Suite in Brazil
ASC, a provider of call center workforce optimization (WFO) solutions, has signed a technology partnership with PCS Solutions, a provider of IT and telecom systems for contact center platforms in Brazil, to deliver ASC's workforce optimization suite to Brazilian organizations.
3/12/2013
Why Call Center Management Benefits from Call Recording
Customer interactions can play a large part in satisfaction. Whether that satisfaction is on the part of the customer, the agent or the company, the interaction that achieves satisfaction for all three is a quality engagement. Once achieved, it can be difficult to duplicate. Fortunately, call center management can employ call recording software to help.
3/6/2013
ASC, Teleopti Partner to Enhance Workforce Optimization Offerings to Call Centers
ASC, a provider of workforce optimization solutions for call centers and other markets, has formed partnership with Teleopti, a provider of workforce management (WFM) software for call centers, to deliver a combined offering to the call center industry.
3/4/2013
NICE Unveils Cloud-Based Call Center Workforce Optimization Suite
NICE Systems, a provider of call center workforce optimization solution, has introduced a breakthrough offering that delivers the entire capabilities for recording, quality management, analytics, workforce management, performance management, incentive compensation management, and voice of the customer in cloud.
3/4/2013
Indosoft's Work Force Management Integration Connector Provides ACD Data for Improved Scheduling
When it comes to call center workforce management and optimization, automatic call distribution (ACD) plays a big role as the primary purpose of ACD software is to disperse incoming calls to contact center agents with specific skills. ACD utilizes a rule-based routing strategy based on instructions that dictate how inbound calls are directed.
2/28/2013
inContact's New Cloud Contact Center Software Harmonizes Operations for Improved Customer Experience
Over the years, cloud contact center software has quickly grown to deliver benefits of traditional premise applications combined with a much more flexible and scalable model. It has been proven that moving a contact center to the cloud brings countless benefits including working with outsourced agents, cost-savings and minimizing the frequency of bad customer experiences.
2/27/2013
Why the Cloud is Critical for Contact Center Outsourcing Profitability
The buzz surrounding the benefits associated with the cloud can seem like nothing more than hype. Vendors are pining for greater market share and why not flood the market with propaganda that supports a migration that secures their revenue strategy indefinitely? The problem with this argument is that the benefits associated with the cloud are very real and not just relegated to one industry.
2/27/2013
ClickSoftware Technologies Unveils Free App for Mobile Workforce Optimization
ClickSoftware Technologies, a provider of automated mobile workforce management solutions, has unveiled ClickExpress Lite, a new free app for mobile team management. The cloud-based application is a powerful, but simple tool that can be used by everyone alike. It is ideally designed for small firms, project teams or even large families that want to organize and manage day-to-day tasks in a more convenient manner.
2/21/2013
Verint Systems Leads in Cloud-based Workforce Optimization Market
Verint Systems, a provider of Enterprise Intelligence Solutions and Security Intelligence Solutions, announced it continues to lead hosted and cloud-based workforce optimization market. Recently, DMG Consulting declared Verint as the market leader in hosted/cloud-based workforce optimization (WFO) revenue with more than twice as much market share as the closest competitor.
2/19/2013
Knoahsoft Workforce Optimization Solutions Now Available through Avaya
Call center workforce optimization solutions provider KnoahSoft's Harmony suite of solutions is now available directly from Avaya and its channel partners. KnoahSoft is offering a suite of recording, quality assurance, surveying, workforce management and analytics solutions through the Avaya Select Product Program.
2/13/2013
Ushering in Multichannel Excellence with Cloud-based Workforce Optimization
While contact centers have always had a lot of demands placed on them - answer all calls quickly, keep the calls short, provide the information needed, keep the customer relationship positive, boost the sales and do it all under a limited budget - these days, it seems like the demands are multiplying. New media channels have broadened the contact center's footprint as well as the expectations placed upon it. Social media channels have hit like a bolt out of the blue, and today's increasingly mobile customer base expects high quality service at any time, day or night.
2/12/2013
OpenSpan Experiences Record 2012 Workforce Optimization Performance
OpenSpan, Inc., a provider of user optimization, activity management and automation solutions, has recently shared its 2012 results, with a record-breaking performance. This past year, OpenSpan saw revenue increasing 69 percent, with over 130-percent growth in software license revenue compared to 2011. Growth increased product development spend by over 100 percent.
2/7/2013
Aspect Software, eg Deliver Combined Back Office Optimization Solution
Aspect Software, a provider of customer contact and call center workforce optimization solutions, has partnered with eg solutions, a provider of back office optimization and services, to deliver a combined back-office WFO solution that brings cost savings from 20 percent to 40 percent.
2/7/2013
inContact Extends Presence in Healthcare and BPO Verticals
inContact has extended its presence across an assortment of industries. The organization aims to offer cloud offerings to these industries with an aim to resolve customer service issues that have not be successfully tackled by proprietary premise technology.
1/31/2013
TZA Unveils ProTrack Mobile Application
TZA, a premier provider of supply chain productivity software and services, recently launched a new mobile app for the users of ProTrack Labor Management System.
1/28/2013
Top 10 Characteristics of an Effective Quality Management Program
Even with the cutting edge customer experience tools that contact centers have at their disposal today, inContact, a company that helps contact centers create profitable customer experiences through its cloud-based call center software solutions, is continuing to push boundaries in order to stay on top of the trends that customers care about most.
1/23/2013
Call Center Workforce Optimization Provider Verint Unveils Customer Advisory Council for 2012-13
Verint Systems, a provider of back-office operations and call center workforce optimization solutions, has unveiled the list of back-office Customer Advisory Council members for 2012-2013. The company's back-office Customer Advisory Council is established with a focus on driving enterprise workforce optimization in today's back-office operations environments.
1/22/2013
Calabrio Enhances its Call Recording Platform for Improved Workforce Optimization
In the call center, workforce optimization helps companies improve the efficiency of their customer interactions through solutions that capture those interactions across all channels, analyze them to reveal insights, and drive actions that impact business results and customer experience.
1/17/2013
Key Motivators to Drive Quality Evaluations in Call Center Workforce Optimization
While the call center serves as a critical interaction point between the customer and the company, a focus on quality customer care has to begin with the call center staff. If staff members are not adequately trained for the predicted volume of interactions; if skills sets are not effectively managed in the distribution of calls; or if the tools necessary to complete accurate interactions are not readily available, the customer experience suffers. To ensure the opposite is true, the implementation of call center workforce optimization is a good investment.
1/17/2013
Can You Improve Performance with Robust Call Center Workforce Optimization?
How often are you able to deliver on customer expectations? Are all of your customer contact channels in sync? Do you measure each customer experience and then evaluate how you can improve upon it? Is your call center workforce optimization solution meeting your expectations? If you're unable to answer in the affirmative to any of these questions, it may be time to take a step back and evaluate your current process
1/17/2013
The Key to Successful Call Center Workforce Optimization
Change in the contact center is not always met with positive results. Those who have been in the industry for a while know what works and what doesn't and are often known to stay the course rather than rock the boat. Such a mentality can be damaging to the mentality and productivity of the center, however, especially when call center workforce optimization can lead to significant gains.
1/17/2013
One provider of cloud-based contact center management, inContact, recently recounted the way a customer of its solution did just that. New Talk, a prepaid landline telephone service provider, provides a vital service to customers with less than perfect credit or those who prefer not to divulge their personal identification data just to get a phone. Their services, which are used by 20,000 customers in the Fort Worth, Texas area, help lower income individuals attain and keep landline telephone service in their homes.
4/12/2013
Social Media in Customer Contact: Changing Not Just the Channel, but the Speed
While social media has changed the way many people communicate - one in five people on Earth has a Facebook account - the way it has changed the way we do business is more complex. Social media has made itself felt most strongly in the realms of customer service and marketing. As customers use social media to communicate with one another, so too do they use social media to communicate with companies. Even more importantly, they expect answers and responses. For marketing, social media has provided dynamic new channels through which to get the message out.
4/11/2013
Acumen and LoadSpring Partner to Deliver Hosted Project Analytics Software
Acumen, a project management company, has formed partnership with LoadSpring, which specializes in the implementation and deployment of project management software, to deliver Acumen's project analytics software in hosted environment. The partnership is mutually beneficial as it helps Acumen broaden its project management deployment options. On the other hand LoadSpring clients will be able to deploy the Acumen software suite on an advanced Web portal where analytics, reporting, and views can be shared quickly and easily with other company users.
4/1/2013
Quintiq Supply Chain Planning and Workforce Optimization Improve Fatigue Management
Quintiq, a SAP-certified company that provides supply chain planning and workforce optimization (SCP&O) solutions, enables enterprises to improve efficiency at every stage of the supply chain journey. Enterprises increasingly turn to Workforce optimization solutions to improve efficiency and effectiveness of their customer interactions. These solutions help them capture interactions across all channels, analyze to reveal insights, and drive actions that impact business results and customer experience.
3/25/2013
Calabrio Helps Call Centers Understand Big Data
Calabrio, a provider of workforce optimization and unified desktop software for call centers located around the world, is helping these centers understand the massive amounts of data they find in their midst.
3/25/2013
Calabrio Enhances Calabrio ONE Workforce Management Software
Calabrio, a provider of contact center workforce optimization and analytics software, has expanded its workforce management (WFM) software with advanced capabilities. Enhancements of the Calabrio ONE Workforce Management (WFM) software focus on advanced schedule management, planning and creation processes.
3/21/2013
NICE, Silver Lining Solutions Enhance Call Center Workforce Optimization
NICE Systems, a provider of workforce optimization and customer experience management solutions, has been expanding horizons with a number of technology partnerships. In one such development, the workforce optimization provider has partnered with Silver Lining Solutions to deliver enhanced call center workforce optimization solutions that help organizations derive the best value from their technology investments.
3/21/2013
dvsAnalytics and The Workforce Management Software Group Execute OEM Reseller Agreement
Today, dvsAnalytics is known for its Encore product suite that integrates customer interaction recording, quality management, and analytics software in a single package. In an effort to enhance the software suite, dvsAnalytics has forged an OEM agreement with The Workforce Management Software Group, Inc., (WFMSG). The deal allows dvsAnalytics to resell the latter's Community workforce management solution within its existing framework.
3/12/2013
PSC Solutions to Deliver ASC Workforce Optimization Suite in Brazil
ASC, a provider of call center workforce optimization (WFO) solutions, has signed a technology partnership with PCS Solutions, a provider of IT and telecom systems for contact center platforms in Brazil, to deliver ASC's workforce optimization suite to Brazilian organizations.
3/12/2013
Why Call Center Management Benefits from Call Recording
Customer interactions can play a large part in satisfaction. Whether that satisfaction is on the part of the customer, the agent or the company, the interaction that achieves satisfaction for all three is a quality engagement. Once achieved, it can be difficult to duplicate. Fortunately, call center management can employ call recording software to help.
3/6/2013
ASC, Teleopti Partner to Enhance Workforce Optimization Offerings to Call Centers
ASC, a provider of workforce optimization solutions for call centers and other markets, has formed partnership with Teleopti, a provider of workforce management (WFM) software for call centers, to deliver a combined offering to the call center industry.
3/4/2013
NICE Unveils Cloud-Based Call Center Workforce Optimization Suite
NICE Systems, a provider of call center workforce optimization solution, has introduced a breakthrough offering that delivers the entire capabilities for recording, quality management, analytics, workforce management, performance management, incentive compensation management, and voice of the customer in cloud.
3/4/2013
Indosoft's Work Force Management Integration Connector Provides ACD Data for Improved Scheduling
When it comes to call center workforce management and optimization, automatic call distribution (ACD) plays a big role as the primary purpose of ACD software is to disperse incoming calls to contact center agents with specific skills. ACD utilizes a rule-based routing strategy based on instructions that dictate how inbound calls are directed.
2/28/2013
inContact's New Cloud Contact Center Software Harmonizes Operations for Improved Customer Experience
Over the years, cloud contact center software has quickly grown to deliver benefits of traditional premise applications combined with a much more flexible and scalable model. It has been proven that moving a contact center to the cloud brings countless benefits including working with outsourced agents, cost-savings and minimizing the frequency of bad customer experiences.
2/27/2013
Why the Cloud is Critical for Contact Center Outsourcing Profitability
The buzz surrounding the benefits associated with the cloud can seem like nothing more than hype. Vendors are pining for greater market share and why not flood the market with propaganda that supports a migration that secures their revenue strategy indefinitely? The problem with this argument is that the benefits associated with the cloud are very real and not just relegated to one industry.
2/27/2013
ClickSoftware Technologies Unveils Free App for Mobile Workforce Optimization
ClickSoftware Technologies, a provider of automated mobile workforce management solutions, has unveiled ClickExpress Lite, a new free app for mobile team management. The cloud-based application is a powerful, but simple tool that can be used by everyone alike. It is ideally designed for small firms, project teams or even large families that want to organize and manage day-to-day tasks in a more convenient manner.
2/21/2013
Verint Systems Leads in Cloud-based Workforce Optimization Market
Verint Systems, a provider of Enterprise Intelligence Solutions and Security Intelligence Solutions, announced it continues to lead hosted and cloud-based workforce optimization market. Recently, DMG Consulting declared Verint as the market leader in hosted/cloud-based workforce optimization (WFO) revenue with more than twice as much market share as the closest competitor.
2/19/2013
Knoahsoft Workforce Optimization Solutions Now Available through Avaya
Call center workforce optimization solutions provider KnoahSoft's Harmony suite of solutions is now available directly from Avaya and its channel partners. KnoahSoft is offering a suite of recording, quality assurance, surveying, workforce management and analytics solutions through the Avaya Select Product Program.
2/13/2013
Ushering in Multichannel Excellence with Cloud-based Workforce Optimization
While contact centers have always had a lot of demands placed on them - answer all calls quickly, keep the calls short, provide the information needed, keep the customer relationship positive, boost the sales and do it all under a limited budget - these days, it seems like the demands are multiplying. New media channels have broadened the contact center's footprint as well as the expectations placed upon it. Social media channels have hit like a bolt out of the blue, and today's increasingly mobile customer base expects high quality service at any time, day or night.
2/12/2013
OpenSpan Experiences Record 2012 Workforce Optimization Performance
OpenSpan, Inc., a provider of user optimization, activity management and automation solutions, has recently shared its 2012 results, with a record-breaking performance. This past year, OpenSpan saw revenue increasing 69 percent, with over 130-percent growth in software license revenue compared to 2011. Growth increased product development spend by over 100 percent.
2/7/2013
Aspect Software, eg Deliver Combined Back Office Optimization Solution
Aspect Software, a provider of customer contact and call center workforce optimization solutions, has partnered with eg solutions, a provider of back office optimization and services, to deliver a combined back-office WFO solution that brings cost savings from 20 percent to 40 percent.
2/7/2013
inContact Extends Presence in Healthcare and BPO Verticals
inContact has extended its presence across an assortment of industries. The organization aims to offer cloud offerings to these industries with an aim to resolve customer service issues that have not be successfully tackled by proprietary premise technology.
1/31/2013
TZA Unveils ProTrack Mobile Application
TZA, a premier provider of supply chain productivity software and services, recently launched a new mobile app for the users of ProTrack Labor Management System.
1/28/2013
Top 10 Characteristics of an Effective Quality Management Program
Even with the cutting edge customer experience tools that contact centers have at their disposal today, inContact, a company that helps contact centers create profitable customer experiences through its cloud-based call center software solutions, is continuing to push boundaries in order to stay on top of the trends that customers care about most.
1/23/2013
Call Center Workforce Optimization Provider Verint Unveils Customer Advisory Council for 2012-13
Verint Systems, a provider of back-office operations and call center workforce optimization solutions, has unveiled the list of back-office Customer Advisory Council members for 2012-2013. The company's back-office Customer Advisory Council is established with a focus on driving enterprise workforce optimization in today's back-office operations environments.
1/22/2013
Calabrio Enhances its Call Recording Platform for Improved Workforce Optimization
In the call center, workforce optimization helps companies improve the efficiency of their customer interactions through solutions that capture those interactions across all channels, analyze them to reveal insights, and drive actions that impact business results and customer experience.
1/17/2013
Key Motivators to Drive Quality Evaluations in Call Center Workforce Optimization
While the call center serves as a critical interaction point between the customer and the company, a focus on quality customer care has to begin with the call center staff. If staff members are not adequately trained for the predicted volume of interactions; if skills sets are not effectively managed in the distribution of calls; or if the tools necessary to complete accurate interactions are not readily available, the customer experience suffers. To ensure the opposite is true, the implementation of call center workforce optimization is a good investment.
1/17/2013
Can You Improve Performance with Robust Call Center Workforce Optimization?
How often are you able to deliver on customer expectations? Are all of your customer contact channels in sync? Do you measure each customer experience and then evaluate how you can improve upon it? Is your call center workforce optimization solution meeting your expectations? If you're unable to answer in the affirmative to any of these questions, it may be time to take a step back and evaluate your current process
1/17/2013
The Key to Successful Call Center Workforce Optimization
Change in the contact center is not always met with positive results. Those who have been in the industry for a while know what works and what doesn't and are often known to stay the course rather than rock the boat. Such a mentality can be damaging to the mentality and productivity of the center, however, especially when call center workforce optimization can lead to significant gains.
1/17/2013
Acumen, a project management company, has formed partnership with LoadSpring, which specializes in the implementation and deployment of project management software, to deliver Acumen's project analytics software in hosted environment. The partnership is mutually beneficial as it helps Acumen broaden its project management deployment options. On the other hand LoadSpring clients will be able to deploy the Acumen software suite on an advanced Web portal where analytics, reporting, and views can be shared quickly and easily with other company users.
4/1/2013
Quintiq Supply Chain Planning and Workforce Optimization Improve Fatigue Management
Quintiq, a SAP-certified company that provides supply chain planning and workforce optimization (SCP&O) solutions, enables enterprises to improve efficiency at every stage of the supply chain journey. Enterprises increasingly turn to Workforce optimization solutions to improve efficiency and effectiveness of their customer interactions. These solutions help them capture interactions across all channels, analyze to reveal insights, and drive actions that impact business results and customer experience.
3/25/2013
Calabrio Helps Call Centers Understand Big Data
Calabrio, a provider of workforce optimization and unified desktop software for call centers located around the world, is helping these centers understand the massive amounts of data they find in their midst.
3/25/2013
Calabrio Enhances Calabrio ONE Workforce Management Software
Calabrio, a provider of contact center workforce optimization and analytics software, has expanded its workforce management (WFM) software with advanced capabilities. Enhancements of the Calabrio ONE Workforce Management (WFM) software focus on advanced schedule management, planning and creation processes.
3/21/2013
NICE, Silver Lining Solutions Enhance Call Center Workforce Optimization
NICE Systems, a provider of workforce optimization and customer experience management solutions, has been expanding horizons with a number of technology partnerships. In one such development, the workforce optimization provider has partnered with Silver Lining Solutions to deliver enhanced call center workforce optimization solutions that help organizations derive the best value from their technology investments.
3/21/2013
dvsAnalytics and The Workforce Management Software Group Execute OEM Reseller Agreement
Today, dvsAnalytics is known for its Encore product suite that integrates customer interaction recording, quality management, and analytics software in a single package. In an effort to enhance the software suite, dvsAnalytics has forged an OEM agreement with The Workforce Management Software Group, Inc., (WFMSG). The deal allows dvsAnalytics to resell the latter's Community workforce management solution within its existing framework.
3/12/2013
PSC Solutions to Deliver ASC Workforce Optimization Suite in Brazil
ASC, a provider of call center workforce optimization (WFO) solutions, has signed a technology partnership with PCS Solutions, a provider of IT and telecom systems for contact center platforms in Brazil, to deliver ASC's workforce optimization suite to Brazilian organizations.
3/12/2013
Why Call Center Management Benefits from Call Recording
Customer interactions can play a large part in satisfaction. Whether that satisfaction is on the part of the customer, the agent or the company, the interaction that achieves satisfaction for all three is a quality engagement. Once achieved, it can be difficult to duplicate. Fortunately, call center management can employ call recording software to help.
3/6/2013
ASC, Teleopti Partner to Enhance Workforce Optimization Offerings to Call Centers
ASC, a provider of workforce optimization solutions for call centers and other markets, has formed partnership with Teleopti, a provider of workforce management (WFM) software for call centers, to deliver a combined offering to the call center industry.
3/4/2013
NICE Unveils Cloud-Based Call Center Workforce Optimization Suite
NICE Systems, a provider of call center workforce optimization solution, has introduced a breakthrough offering that delivers the entire capabilities for recording, quality management, analytics, workforce management, performance management, incentive compensation management, and voice of the customer in cloud.
3/4/2013
Indosoft's Work Force Management Integration Connector Provides ACD Data for Improved Scheduling
When it comes to call center workforce management and optimization, automatic call distribution (ACD) plays a big role as the primary purpose of ACD software is to disperse incoming calls to contact center agents with specific skills. ACD utilizes a rule-based routing strategy based on instructions that dictate how inbound calls are directed.
2/28/2013
inContact's New Cloud Contact Center Software Harmonizes Operations for Improved Customer Experience
Over the years, cloud contact center software has quickly grown to deliver benefits of traditional premise applications combined with a much more flexible and scalable model. It has been proven that moving a contact center to the cloud brings countless benefits including working with outsourced agents, cost-savings and minimizing the frequency of bad customer experiences.
2/27/2013
Why the Cloud is Critical for Contact Center Outsourcing Profitability
The buzz surrounding the benefits associated with the cloud can seem like nothing more than hype. Vendors are pining for greater market share and why not flood the market with propaganda that supports a migration that secures their revenue strategy indefinitely? The problem with this argument is that the benefits associated with the cloud are very real and not just relegated to one industry.
2/27/2013
ClickSoftware Technologies Unveils Free App for Mobile Workforce Optimization
ClickSoftware Technologies, a provider of automated mobile workforce management solutions, has unveiled ClickExpress Lite, a new free app for mobile team management. The cloud-based application is a powerful, but simple tool that can be used by everyone alike. It is ideally designed for small firms, project teams or even large families that want to organize and manage day-to-day tasks in a more convenient manner.
2/21/2013
Verint Systems Leads in Cloud-based Workforce Optimization Market
Verint Systems, a provider of Enterprise Intelligence Solutions and Security Intelligence Solutions, announced it continues to lead hosted and cloud-based workforce optimization market. Recently, DMG Consulting declared Verint as the market leader in hosted/cloud-based workforce optimization (WFO) revenue with more than twice as much market share as the closest competitor.
2/19/2013
Knoahsoft Workforce Optimization Solutions Now Available through Avaya
Call center workforce optimization solutions provider KnoahSoft's Harmony suite of solutions is now available directly from Avaya and its channel partners. KnoahSoft is offering a suite of recording, quality assurance, surveying, workforce management and analytics solutions through the Avaya Select Product Program.
2/13/2013
Ushering in Multichannel Excellence with Cloud-based Workforce Optimization
While contact centers have always had a lot of demands placed on them - answer all calls quickly, keep the calls short, provide the information needed, keep the customer relationship positive, boost the sales and do it all under a limited budget - these days, it seems like the demands are multiplying. New media channels have broadened the contact center's footprint as well as the expectations placed upon it. Social media channels have hit like a bolt out of the blue, and today's increasingly mobile customer base expects high quality service at any time, day or night.
2/12/2013
OpenSpan Experiences Record 2012 Workforce Optimization Performance
OpenSpan, Inc., a provider of user optimization, activity management and automation solutions, has recently shared its 2012 results, with a record-breaking performance. This past year, OpenSpan saw revenue increasing 69 percent, with over 130-percent growth in software license revenue compared to 2011. Growth increased product development spend by over 100 percent.
2/7/2013
Aspect Software, eg Deliver Combined Back Office Optimization Solution
Aspect Software, a provider of customer contact and call center workforce optimization solutions, has partnered with eg solutions, a provider of back office optimization and services, to deliver a combined back-office WFO solution that brings cost savings from 20 percent to 40 percent.
2/7/2013
inContact Extends Presence in Healthcare and BPO Verticals
inContact has extended its presence across an assortment of industries. The organization aims to offer cloud offerings to these industries with an aim to resolve customer service issues that have not be successfully tackled by proprietary premise technology.
1/31/2013
TZA Unveils ProTrack Mobile Application
TZA, a premier provider of supply chain productivity software and services, recently launched a new mobile app for the users of ProTrack Labor Management System.
1/28/2013
Top 10 Characteristics of an Effective Quality Management Program
Even with the cutting edge customer experience tools that contact centers have at their disposal today, inContact, a company that helps contact centers create profitable customer experiences through its cloud-based call center software solutions, is continuing to push boundaries in order to stay on top of the trends that customers care about most.
1/23/2013
Call Center Workforce Optimization Provider Verint Unveils Customer Advisory Council for 2012-13
Verint Systems, a provider of back-office operations and call center workforce optimization solutions, has unveiled the list of back-office Customer Advisory Council members for 2012-2013. The company's back-office Customer Advisory Council is established with a focus on driving enterprise workforce optimization in today's back-office operations environments.
1/22/2013
Calabrio Enhances its Call Recording Platform for Improved Workforce Optimization
In the call center, workforce optimization helps companies improve the efficiency of their customer interactions through solutions that capture those interactions across all channels, analyze them to reveal insights, and drive actions that impact business results and customer experience.
1/17/2013
Key Motivators to Drive Quality Evaluations in Call Center Workforce Optimization
While the call center serves as a critical interaction point between the customer and the company, a focus on quality customer care has to begin with the call center staff. If staff members are not adequately trained for the predicted volume of interactions; if skills sets are not effectively managed in the distribution of calls; or if the tools necessary to complete accurate interactions are not readily available, the customer experience suffers. To ensure the opposite is true, the implementation of call center workforce optimization is a good investment.
1/17/2013
Can You Improve Performance with Robust Call Center Workforce Optimization?
How often are you able to deliver on customer expectations? Are all of your customer contact channels in sync? Do you measure each customer experience and then evaluate how you can improve upon it? Is your call center workforce optimization solution meeting your expectations? If you're unable to answer in the affirmative to any of these questions, it may be time to take a step back and evaluate your current process
1/17/2013
The Key to Successful Call Center Workforce Optimization
Change in the contact center is not always met with positive results. Those who have been in the industry for a while know what works and what doesn't and are often known to stay the course rather than rock the boat. Such a mentality can be damaging to the mentality and productivity of the center, however, especially when call center workforce optimization can lead to significant gains.
1/17/2013
Calabrio, a provider of workforce optimization and unified desktop software for call centers located around the world, is helping these centers understand the massive amounts of data they find in their midst.
3/25/2013
Calabrio Enhances Calabrio ONE Workforce Management Software
Calabrio, a provider of contact center workforce optimization and analytics software, has expanded its workforce management (WFM) software with advanced capabilities. Enhancements of the Calabrio ONE Workforce Management (WFM) software focus on advanced schedule management, planning and creation processes.
3/21/2013
NICE, Silver Lining Solutions Enhance Call Center Workforce Optimization
NICE Systems, a provider of workforce optimization and customer experience management solutions, has been expanding horizons with a number of technology partnerships. In one such development, the workforce optimization provider has partnered with Silver Lining Solutions to deliver enhanced call center workforce optimization solutions that help organizations derive the best value from their technology investments.
3/21/2013
dvsAnalytics and The Workforce Management Software Group Execute OEM Reseller Agreement
Today, dvsAnalytics is known for its Encore product suite that integrates customer interaction recording, quality management, and analytics software in a single package. In an effort to enhance the software suite, dvsAnalytics has forged an OEM agreement with The Workforce Management Software Group, Inc., (WFMSG). The deal allows dvsAnalytics to resell the latter's Community workforce management solution within its existing framework.
3/12/2013
PSC Solutions to Deliver ASC Workforce Optimization Suite in Brazil
ASC, a provider of call center workforce optimization (WFO) solutions, has signed a technology partnership with PCS Solutions, a provider of IT and telecom systems for contact center platforms in Brazil, to deliver ASC's workforce optimization suite to Brazilian organizations.
3/12/2013
Why Call Center Management Benefits from Call Recording
Customer interactions can play a large part in satisfaction. Whether that satisfaction is on the part of the customer, the agent or the company, the interaction that achieves satisfaction for all three is a quality engagement. Once achieved, it can be difficult to duplicate. Fortunately, call center management can employ call recording software to help.
3/6/2013
ASC, Teleopti Partner to Enhance Workforce Optimization Offerings to Call Centers
ASC, a provider of workforce optimization solutions for call centers and other markets, has formed partnership with Teleopti, a provider of workforce management (WFM) software for call centers, to deliver a combined offering to the call center industry.
3/4/2013
NICE Unveils Cloud-Based Call Center Workforce Optimization Suite
NICE Systems, a provider of call center workforce optimization solution, has introduced a breakthrough offering that delivers the entire capabilities for recording, quality management, analytics, workforce management, performance management, incentive compensation management, and voice of the customer in cloud.
3/4/2013
Indosoft's Work Force Management Integration Connector Provides ACD Data for Improved Scheduling
When it comes to call center workforce management and optimization, automatic call distribution (ACD) plays a big role as the primary purpose of ACD software is to disperse incoming calls to contact center agents with specific skills. ACD utilizes a rule-based routing strategy based on instructions that dictate how inbound calls are directed.
2/28/2013
inContact's New Cloud Contact Center Software Harmonizes Operations for Improved Customer Experience
Over the years, cloud contact center software has quickly grown to deliver benefits of traditional premise applications combined with a much more flexible and scalable model. It has been proven that moving a contact center to the cloud brings countless benefits including working with outsourced agents, cost-savings and minimizing the frequency of bad customer experiences.
2/27/2013
Why the Cloud is Critical for Contact Center Outsourcing Profitability
The buzz surrounding the benefits associated with the cloud can seem like nothing more than hype. Vendors are pining for greater market share and why not flood the market with propaganda that supports a migration that secures their revenue strategy indefinitely? The problem with this argument is that the benefits associated with the cloud are very real and not just relegated to one industry.
2/27/2013
ClickSoftware Technologies Unveils Free App for Mobile Workforce Optimization
ClickSoftware Technologies, a provider of automated mobile workforce management solutions, has unveiled ClickExpress Lite, a new free app for mobile team management. The cloud-based application is a powerful, but simple tool that can be used by everyone alike. It is ideally designed for small firms, project teams or even large families that want to organize and manage day-to-day tasks in a more convenient manner.
2/21/2013
Verint Systems Leads in Cloud-based Workforce Optimization Market
Verint Systems, a provider of Enterprise Intelligence Solutions and Security Intelligence Solutions, announced it continues to lead hosted and cloud-based workforce optimization market. Recently, DMG Consulting declared Verint as the market leader in hosted/cloud-based workforce optimization (WFO) revenue with more than twice as much market share as the closest competitor.
2/19/2013
Knoahsoft Workforce Optimization Solutions Now Available through Avaya
Call center workforce optimization solutions provider KnoahSoft's Harmony suite of solutions is now available directly from Avaya and its channel partners. KnoahSoft is offering a suite of recording, quality assurance, surveying, workforce management and analytics solutions through the Avaya Select Product Program.
2/13/2013
Ushering in Multichannel Excellence with Cloud-based Workforce Optimization
While contact centers have always had a lot of demands placed on them - answer all calls quickly, keep the calls short, provide the information needed, keep the customer relationship positive, boost the sales and do it all under a limited budget - these days, it seems like the demands are multiplying. New media channels have broadened the contact center's footprint as well as the expectations placed upon it. Social media channels have hit like a bolt out of the blue, and today's increasingly mobile customer base expects high quality service at any time, day or night.
2/12/2013
OpenSpan Experiences Record 2012 Workforce Optimization Performance
OpenSpan, Inc., a provider of user optimization, activity management and automation solutions, has recently shared its 2012 results, with a record-breaking performance. This past year, OpenSpan saw revenue increasing 69 percent, with over 130-percent growth in software license revenue compared to 2011. Growth increased product development spend by over 100 percent.
2/7/2013
Aspect Software, eg Deliver Combined Back Office Optimization Solution
Aspect Software, a provider of customer contact and call center workforce optimization solutions, has partnered with eg solutions, a provider of back office optimization and services, to deliver a combined back-office WFO solution that brings cost savings from 20 percent to 40 percent.
2/7/2013
inContact Extends Presence in Healthcare and BPO Verticals
inContact has extended its presence across an assortment of industries. The organization aims to offer cloud offerings to these industries with an aim to resolve customer service issues that have not be successfully tackled by proprietary premise technology.
1/31/2013
TZA Unveils ProTrack Mobile Application
TZA, a premier provider of supply chain productivity software and services, recently launched a new mobile app for the users of ProTrack Labor Management System.
1/28/2013
Top 10 Characteristics of an Effective Quality Management Program
Even with the cutting edge customer experience tools that contact centers have at their disposal today, inContact, a company that helps contact centers create profitable customer experiences through its cloud-based call center software solutions, is continuing to push boundaries in order to stay on top of the trends that customers care about most.
1/23/2013
Call Center Workforce Optimization Provider Verint Unveils Customer Advisory Council for 2012-13
Verint Systems, a provider of back-office operations and call center workforce optimization solutions, has unveiled the list of back-office Customer Advisory Council members for 2012-2013. The company's back-office Customer Advisory Council is established with a focus on driving enterprise workforce optimization in today's back-office operations environments.
1/22/2013
Calabrio Enhances its Call Recording Platform for Improved Workforce Optimization
In the call center, workforce optimization helps companies improve the efficiency of their customer interactions through solutions that capture those interactions across all channels, analyze them to reveal insights, and drive actions that impact business results and customer experience.
1/17/2013
Key Motivators to Drive Quality Evaluations in Call Center Workforce Optimization
While the call center serves as a critical interaction point between the customer and the company, a focus on quality customer care has to begin with the call center staff. If staff members are not adequately trained for the predicted volume of interactions; if skills sets are not effectively managed in the distribution of calls; or if the tools necessary to complete accurate interactions are not readily available, the customer experience suffers. To ensure the opposite is true, the implementation of call center workforce optimization is a good investment.
1/17/2013
Can You Improve Performance with Robust Call Center Workforce Optimization?
How often are you able to deliver on customer expectations? Are all of your customer contact channels in sync? Do you measure each customer experience and then evaluate how you can improve upon it? Is your call center workforce optimization solution meeting your expectations? If you're unable to answer in the affirmative to any of these questions, it may be time to take a step back and evaluate your current process
1/17/2013
The Key to Successful Call Center Workforce Optimization
Change in the contact center is not always met with positive results. Those who have been in the industry for a while know what works and what doesn't and are often known to stay the course rather than rock the boat. Such a mentality can be damaging to the mentality and productivity of the center, however, especially when call center workforce optimization can lead to significant gains.
1/17/2013
NICE Systems, a provider of workforce optimization and customer experience management solutions, has been expanding horizons with a number of technology partnerships. In one such development, the workforce optimization provider has partnered with Silver Lining Solutions to deliver enhanced call center workforce optimization solutions that help organizations derive the best value from their technology investments.
3/21/2013
dvsAnalytics and The Workforce Management Software Group Execute OEM Reseller Agreement
Today, dvsAnalytics is known for its Encore product suite that integrates customer interaction recording, quality management, and analytics software in a single package. In an effort to enhance the software suite, dvsAnalytics has forged an OEM agreement with The Workforce Management Software Group, Inc., (WFMSG). The deal allows dvsAnalytics to resell the latter's Community workforce management solution within its existing framework.
3/12/2013
PSC Solutions to Deliver ASC Workforce Optimization Suite in Brazil
ASC, a provider of call center workforce optimization (WFO) solutions, has signed a technology partnership with PCS Solutions, a provider of IT and telecom systems for contact center platforms in Brazil, to deliver ASC's workforce optimization suite to Brazilian organizations.
3/12/2013
Why Call Center Management Benefits from Call Recording
Customer interactions can play a large part in satisfaction. Whether that satisfaction is on the part of the customer, the agent or the company, the interaction that achieves satisfaction for all three is a quality engagement. Once achieved, it can be difficult to duplicate. Fortunately, call center management can employ call recording software to help.
3/6/2013
ASC, Teleopti Partner to Enhance Workforce Optimization Offerings to Call Centers
ASC, a provider of workforce optimization solutions for call centers and other markets, has formed partnership with Teleopti, a provider of workforce management (WFM) software for call centers, to deliver a combined offering to the call center industry.
3/4/2013
NICE Unveils Cloud-Based Call Center Workforce Optimization Suite
NICE Systems, a provider of call center workforce optimization solution, has introduced a breakthrough offering that delivers the entire capabilities for recording, quality management, analytics, workforce management, performance management, incentive compensation management, and voice of the customer in cloud.
3/4/2013
Indosoft's Work Force Management Integration Connector Provides ACD Data for Improved Scheduling
When it comes to call center workforce management and optimization, automatic call distribution (ACD) plays a big role as the primary purpose of ACD software is to disperse incoming calls to contact center agents with specific skills. ACD utilizes a rule-based routing strategy based on instructions that dictate how inbound calls are directed.
2/28/2013
inContact's New Cloud Contact Center Software Harmonizes Operations for Improved Customer Experience
Over the years, cloud contact center software has quickly grown to deliver benefits of traditional premise applications combined with a much more flexible and scalable model. It has been proven that moving a contact center to the cloud brings countless benefits including working with outsourced agents, cost-savings and minimizing the frequency of bad customer experiences.
2/27/2013
Why the Cloud is Critical for Contact Center Outsourcing Profitability
The buzz surrounding the benefits associated with the cloud can seem like nothing more than hype. Vendors are pining for greater market share and why not flood the market with propaganda that supports a migration that secures their revenue strategy indefinitely? The problem with this argument is that the benefits associated with the cloud are very real and not just relegated to one industry.
2/27/2013
ClickSoftware Technologies Unveils Free App for Mobile Workforce Optimization
ClickSoftware Technologies, a provider of automated mobile workforce management solutions, has unveiled ClickExpress Lite, a new free app for mobile team management. The cloud-based application is a powerful, but simple tool that can be used by everyone alike. It is ideally designed for small firms, project teams or even large families that want to organize and manage day-to-day tasks in a more convenient manner.
2/21/2013
Verint Systems Leads in Cloud-based Workforce Optimization Market
Verint Systems, a provider of Enterprise Intelligence Solutions and Security Intelligence Solutions, announced it continues to lead hosted and cloud-based workforce optimization market. Recently, DMG Consulting declared Verint as the market leader in hosted/cloud-based workforce optimization (WFO) revenue with more than twice as much market share as the closest competitor.
2/19/2013
Knoahsoft Workforce Optimization Solutions Now Available through Avaya
Call center workforce optimization solutions provider KnoahSoft's Harmony suite of solutions is now available directly from Avaya and its channel partners. KnoahSoft is offering a suite of recording, quality assurance, surveying, workforce management and analytics solutions through the Avaya Select Product Program.
2/13/2013
Ushering in Multichannel Excellence with Cloud-based Workforce Optimization
While contact centers have always had a lot of demands placed on them - answer all calls quickly, keep the calls short, provide the information needed, keep the customer relationship positive, boost the sales and do it all under a limited budget - these days, it seems like the demands are multiplying. New media channels have broadened the contact center's footprint as well as the expectations placed upon it. Social media channels have hit like a bolt out of the blue, and today's increasingly mobile customer base expects high quality service at any time, day or night.
2/12/2013
OpenSpan Experiences Record 2012 Workforce Optimization Performance
OpenSpan, Inc., a provider of user optimization, activity management and automation solutions, has recently shared its 2012 results, with a record-breaking performance. This past year, OpenSpan saw revenue increasing 69 percent, with over 130-percent growth in software license revenue compared to 2011. Growth increased product development spend by over 100 percent.
2/7/2013
Aspect Software, eg Deliver Combined Back Office Optimization Solution
Aspect Software, a provider of customer contact and call center workforce optimization solutions, has partnered with eg solutions, a provider of back office optimization and services, to deliver a combined back-office WFO solution that brings cost savings from 20 percent to 40 percent.
2/7/2013
inContact Extends Presence in Healthcare and BPO Verticals
inContact has extended its presence across an assortment of industries. The organization aims to offer cloud offerings to these industries with an aim to resolve customer service issues that have not be successfully tackled by proprietary premise technology.
1/31/2013
TZA Unveils ProTrack Mobile Application
TZA, a premier provider of supply chain productivity software and services, recently launched a new mobile app for the users of ProTrack Labor Management System.
1/28/2013
Top 10 Characteristics of an Effective Quality Management Program
Even with the cutting edge customer experience tools that contact centers have at their disposal today, inContact, a company that helps contact centers create profitable customer experiences through its cloud-based call center software solutions, is continuing to push boundaries in order to stay on top of the trends that customers care about most.
1/23/2013
Call Center Workforce Optimization Provider Verint Unveils Customer Advisory Council for 2012-13
Verint Systems, a provider of back-office operations and call center workforce optimization solutions, has unveiled the list of back-office Customer Advisory Council members for 2012-2013. The company's back-office Customer Advisory Council is established with a focus on driving enterprise workforce optimization in today's back-office operations environments.
1/22/2013
Calabrio Enhances its Call Recording Platform for Improved Workforce Optimization
In the call center, workforce optimization helps companies improve the efficiency of their customer interactions through solutions that capture those interactions across all channels, analyze them to reveal insights, and drive actions that impact business results and customer experience.
1/17/2013
Key Motivators to Drive Quality Evaluations in Call Center Workforce Optimization
While the call center serves as a critical interaction point between the customer and the company, a focus on quality customer care has to begin with the call center staff. If staff members are not adequately trained for the predicted volume of interactions; if skills sets are not effectively managed in the distribution of calls; or if the tools necessary to complete accurate interactions are not readily available, the customer experience suffers. To ensure the opposite is true, the implementation of call center workforce optimization is a good investment.
1/17/2013
Can You Improve Performance with Robust Call Center Workforce Optimization?
How often are you able to deliver on customer expectations? Are all of your customer contact channels in sync? Do you measure each customer experience and then evaluate how you can improve upon it? Is your call center workforce optimization solution meeting your expectations? If you're unable to answer in the affirmative to any of these questions, it may be time to take a step back and evaluate your current process
1/17/2013
The Key to Successful Call Center Workforce Optimization
Change in the contact center is not always met with positive results. Those who have been in the industry for a while know what works and what doesn't and are often known to stay the course rather than rock the boat. Such a mentality can be damaging to the mentality and productivity of the center, however, especially when call center workforce optimization can lead to significant gains.
1/17/2013
ASC, a provider of call center workforce optimization (WFO) solutions, has signed a technology partnership with PCS Solutions, a provider of IT and telecom systems for contact center platforms in Brazil, to deliver ASC's workforce optimization suite to Brazilian organizations.
3/12/2013
Why Call Center Management Benefits from Call Recording
Customer interactions can play a large part in satisfaction. Whether that satisfaction is on the part of the customer, the agent or the company, the interaction that achieves satisfaction for all three is a quality engagement. Once achieved, it can be difficult to duplicate. Fortunately, call center management can employ call recording software to help.
3/6/2013
ASC, Teleopti Partner to Enhance Workforce Optimization Offerings to Call Centers
ASC, a provider of workforce optimization solutions for call centers and other markets, has formed partnership with Teleopti, a provider of workforce management (WFM) software for call centers, to deliver a combined offering to the call center industry.
3/4/2013
NICE Unveils Cloud-Based Call Center Workforce Optimization Suite
NICE Systems, a provider of call center workforce optimization solution, has introduced a breakthrough offering that delivers the entire capabilities for recording, quality management, analytics, workforce management, performance management, incentive compensation management, and voice of the customer in cloud.
3/4/2013
Indosoft's Work Force Management Integration Connector Provides ACD Data for Improved Scheduling
When it comes to call center workforce management and optimization, automatic call distribution (ACD) plays a big role as the primary purpose of ACD software is to disperse incoming calls to contact center agents with specific skills. ACD utilizes a rule-based routing strategy based on instructions that dictate how inbound calls are directed.
2/28/2013
inContact's New Cloud Contact Center Software Harmonizes Operations for Improved Customer Experience
Over the years, cloud contact center software has quickly grown to deliver benefits of traditional premise applications combined with a much more flexible and scalable model. It has been proven that moving a contact center to the cloud brings countless benefits including working with outsourced agents, cost-savings and minimizing the frequency of bad customer experiences.
2/27/2013
Why the Cloud is Critical for Contact Center Outsourcing Profitability
The buzz surrounding the benefits associated with the cloud can seem like nothing more than hype. Vendors are pining for greater market share and why not flood the market with propaganda that supports a migration that secures their revenue strategy indefinitely? The problem with this argument is that the benefits associated with the cloud are very real and not just relegated to one industry.
2/27/2013
ClickSoftware Technologies Unveils Free App for Mobile Workforce Optimization
ClickSoftware Technologies, a provider of automated mobile workforce management solutions, has unveiled ClickExpress Lite, a new free app for mobile team management. The cloud-based application is a powerful, but simple tool that can be used by everyone alike. It is ideally designed for small firms, project teams or even large families that want to organize and manage day-to-day tasks in a more convenient manner.
2/21/2013
Verint Systems Leads in Cloud-based Workforce Optimization Market
Verint Systems, a provider of Enterprise Intelligence Solutions and Security Intelligence Solutions, announced it continues to lead hosted and cloud-based workforce optimization market. Recently, DMG Consulting declared Verint as the market leader in hosted/cloud-based workforce optimization (WFO) revenue with more than twice as much market share as the closest competitor.
2/19/2013
Knoahsoft Workforce Optimization Solutions Now Available through Avaya
Call center workforce optimization solutions provider KnoahSoft's Harmony suite of solutions is now available directly from Avaya and its channel partners. KnoahSoft is offering a suite of recording, quality assurance, surveying, workforce management and analytics solutions through the Avaya Select Product Program.
2/13/2013
Ushering in Multichannel Excellence with Cloud-based Workforce Optimization
While contact centers have always had a lot of demands placed on them - answer all calls quickly, keep the calls short, provide the information needed, keep the customer relationship positive, boost the sales and do it all under a limited budget - these days, it seems like the demands are multiplying. New media channels have broadened the contact center's footprint as well as the expectations placed upon it. Social media channels have hit like a bolt out of the blue, and today's increasingly mobile customer base expects high quality service at any time, day or night.
2/12/2013
OpenSpan Experiences Record 2012 Workforce Optimization Performance
OpenSpan, Inc., a provider of user optimization, activity management and automation solutions, has recently shared its 2012 results, with a record-breaking performance. This past year, OpenSpan saw revenue increasing 69 percent, with over 130-percent growth in software license revenue compared to 2011. Growth increased product development spend by over 100 percent.
2/7/2013
Aspect Software, eg Deliver Combined Back Office Optimization Solution
Aspect Software, a provider of customer contact and call center workforce optimization solutions, has partnered with eg solutions, a provider of back office optimization and services, to deliver a combined back-office WFO solution that brings cost savings from 20 percent to 40 percent.
2/7/2013
inContact Extends Presence in Healthcare and BPO Verticals
inContact has extended its presence across an assortment of industries. The organization aims to offer cloud offerings to these industries with an aim to resolve customer service issues that have not be successfully tackled by proprietary premise technology.
1/31/2013
TZA Unveils ProTrack Mobile Application
TZA, a premier provider of supply chain productivity software and services, recently launched a new mobile app for the users of ProTrack Labor Management System.
1/28/2013
Top 10 Characteristics of an Effective Quality Management Program
Even with the cutting edge customer experience tools that contact centers have at their disposal today, inContact, a company that helps contact centers create profitable customer experiences through its cloud-based call center software solutions, is continuing to push boundaries in order to stay on top of the trends that customers care about most.
1/23/2013
Call Center Workforce Optimization Provider Verint Unveils Customer Advisory Council for 2012-13
Verint Systems, a provider of back-office operations and call center workforce optimization solutions, has unveiled the list of back-office Customer Advisory Council members for 2012-2013. The company's back-office Customer Advisory Council is established with a focus on driving enterprise workforce optimization in today's back-office operations environments.
1/22/2013
Calabrio Enhances its Call Recording Platform for Improved Workforce Optimization
In the call center, workforce optimization helps companies improve the efficiency of their customer interactions through solutions that capture those interactions across all channels, analyze them to reveal insights, and drive actions that impact business results and customer experience.
1/17/2013
Key Motivators to Drive Quality Evaluations in Call Center Workforce Optimization
While the call center serves as a critical interaction point between the customer and the company, a focus on quality customer care has to begin with the call center staff. If staff members are not adequately trained for the predicted volume of interactions; if skills sets are not effectively managed in the distribution of calls; or if the tools necessary to complete accurate interactions are not readily available, the customer experience suffers. To ensure the opposite is true, the implementation of call center workforce optimization is a good investment.
1/17/2013
Can You Improve Performance with Robust Call Center Workforce Optimization?
How often are you able to deliver on customer expectations? Are all of your customer contact channels in sync? Do you measure each customer experience and then evaluate how you can improve upon it? Is your call center workforce optimization solution meeting your expectations? If you're unable to answer in the affirmative to any of these questions, it may be time to take a step back and evaluate your current process
1/17/2013
The Key to Successful Call Center Workforce Optimization
Change in the contact center is not always met with positive results. Those who have been in the industry for a while know what works and what doesn't and are often known to stay the course rather than rock the boat. Such a mentality can be damaging to the mentality and productivity of the center, however, especially when call center workforce optimization can lead to significant gains.
1/17/2013
ASC, a provider of workforce optimization solutions for call centers and other markets, has formed partnership with Teleopti, a provider of workforce management (WFM) software for call centers, to deliver a combined offering to the call center industry.
3/4/2013
NICE Unveils Cloud-Based Call Center Workforce Optimization Suite
NICE Systems, a provider of call center workforce optimization solution, has introduced a breakthrough offering that delivers the entire capabilities for recording, quality management, analytics, workforce management, performance management, incentive compensation management, and voice of the customer in cloud.
3/4/2013
Indosoft's Work Force Management Integration Connector Provides ACD Data for Improved Scheduling
When it comes to call center workforce management and optimization, automatic call distribution (ACD) plays a big role as the primary purpose of ACD software is to disperse incoming calls to contact center agents with specific skills. ACD utilizes a rule-based routing strategy based on instructions that dictate how inbound calls are directed.
2/28/2013
inContact's New Cloud Contact Center Software Harmonizes Operations for Improved Customer Experience
Over the years, cloud contact center software has quickly grown to deliver benefits of traditional premise applications combined with a much more flexible and scalable model. It has been proven that moving a contact center to the cloud brings countless benefits including working with outsourced agents, cost-savings and minimizing the frequency of bad customer experiences.
2/27/2013
Why the Cloud is Critical for Contact Center Outsourcing Profitability
The buzz surrounding the benefits associated with the cloud can seem like nothing more than hype. Vendors are pining for greater market share and why not flood the market with propaganda that supports a migration that secures their revenue strategy indefinitely? The problem with this argument is that the benefits associated with the cloud are very real and not just relegated to one industry.
2/27/2013
ClickSoftware Technologies Unveils Free App for Mobile Workforce Optimization
ClickSoftware Technologies, a provider of automated mobile workforce management solutions, has unveiled ClickExpress Lite, a new free app for mobile team management. The cloud-based application is a powerful, but simple tool that can be used by everyone alike. It is ideally designed for small firms, project teams or even large families that want to organize and manage day-to-day tasks in a more convenient manner.
2/21/2013
Verint Systems Leads in Cloud-based Workforce Optimization Market
Verint Systems, a provider of Enterprise Intelligence Solutions and Security Intelligence Solutions, announced it continues to lead hosted and cloud-based workforce optimization market. Recently, DMG Consulting declared Verint as the market leader in hosted/cloud-based workforce optimization (WFO) revenue with more than twice as much market share as the closest competitor.
2/19/2013
Knoahsoft Workforce Optimization Solutions Now Available through Avaya
Call center workforce optimization solutions provider KnoahSoft's Harmony suite of solutions is now available directly from Avaya and its channel partners. KnoahSoft is offering a suite of recording, quality assurance, surveying, workforce management and analytics solutions through the Avaya Select Product Program.
2/13/2013
Ushering in Multichannel Excellence with Cloud-based Workforce Optimization
While contact centers have always had a lot of demands placed on them - answer all calls quickly, keep the calls short, provide the information needed, keep the customer relationship positive, boost the sales and do it all under a limited budget - these days, it seems like the demands are multiplying. New media channels have broadened the contact center's footprint as well as the expectations placed upon it. Social media channels have hit like a bolt out of the blue, and today's increasingly mobile customer base expects high quality service at any time, day or night.
2/12/2013
OpenSpan Experiences Record 2012 Workforce Optimization Performance
OpenSpan, Inc., a provider of user optimization, activity management and automation solutions, has recently shared its 2012 results, with a record-breaking performance. This past year, OpenSpan saw revenue increasing 69 percent, with over 130-percent growth in software license revenue compared to 2011. Growth increased product development spend by over 100 percent.
2/7/2013
Aspect Software, eg Deliver Combined Back Office Optimization Solution
Aspect Software, a provider of customer contact and call center workforce optimization solutions, has partnered with eg solutions, a provider of back office optimization and services, to deliver a combined back-office WFO solution that brings cost savings from 20 percent to 40 percent.
2/7/2013
inContact Extends Presence in Healthcare and BPO Verticals
inContact has extended its presence across an assortment of industries. The organization aims to offer cloud offerings to these industries with an aim to resolve customer service issues that have not be successfully tackled by proprietary premise technology.
1/31/2013
TZA Unveils ProTrack Mobile Application
TZA, a premier provider of supply chain productivity software and services, recently launched a new mobile app for the users of ProTrack Labor Management System.
1/28/2013
Top 10 Characteristics of an Effective Quality Management Program
Even with the cutting edge customer experience tools that contact centers have at their disposal today, inContact, a company that helps contact centers create profitable customer experiences through its cloud-based call center software solutions, is continuing to push boundaries in order to stay on top of the trends that customers care about most.
1/23/2013
Call Center Workforce Optimization Provider Verint Unveils Customer Advisory Council for 2012-13
Verint Systems, a provider of back-office operations and call center workforce optimization solutions, has unveiled the list of back-office Customer Advisory Council members for 2012-2013. The company's back-office Customer Advisory Council is established with a focus on driving enterprise workforce optimization in today's back-office operations environments.
1/22/2013
Calabrio Enhances its Call Recording Platform for Improved Workforce Optimization
In the call center, workforce optimization helps companies improve the efficiency of their customer interactions through solutions that capture those interactions across all channels, analyze them to reveal insights, and drive actions that impact business results and customer experience.
1/17/2013
Key Motivators to Drive Quality Evaluations in Call Center Workforce Optimization
While the call center serves as a critical interaction point between the customer and the company, a focus on quality customer care has to begin with the call center staff. If staff members are not adequately trained for the predicted volume of interactions; if skills sets are not effectively managed in the distribution of calls; or if the tools necessary to complete accurate interactions are not readily available, the customer experience suffers. To ensure the opposite is true, the implementation of call center workforce optimization is a good investment.
1/17/2013
Can You Improve Performance with Robust Call Center Workforce Optimization?
How often are you able to deliver on customer expectations? Are all of your customer contact channels in sync? Do you measure each customer experience and then evaluate how you can improve upon it? Is your call center workforce optimization solution meeting your expectations? If you're unable to answer in the affirmative to any of these questions, it may be time to take a step back and evaluate your current process
1/17/2013
The Key to Successful Call Center Workforce Optimization
Change in the contact center is not always met with positive results. Those who have been in the industry for a while know what works and what doesn't and are often known to stay the course rather than rock the boat. Such a mentality can be damaging to the mentality and productivity of the center, however, especially when call center workforce optimization can lead to significant gains.
1/17/2013
When it comes to call center workforce management and optimization, automatic call distribution (ACD) plays a big role as the primary purpose of ACD software is to disperse incoming calls to contact center agents with specific skills. ACD utilizes a rule-based routing strategy based on instructions that dictate how inbound calls are directed.
2/28/2013
inContact's New Cloud Contact Center Software Harmonizes Operations for Improved Customer Experience
Over the years, cloud contact center software has quickly grown to deliver benefits of traditional premise applications combined with a much more flexible and scalable model. It has been proven that moving a contact center to the cloud brings countless benefits including working with outsourced agents, cost-savings and minimizing the frequency of bad customer experiences.
2/27/2013
Why the Cloud is Critical for Contact Center Outsourcing Profitability
The buzz surrounding the benefits associated with the cloud can seem like nothing more than hype. Vendors are pining for greater market share and why not flood the market with propaganda that supports a migration that secures their revenue strategy indefinitely? The problem with this argument is that the benefits associated with the cloud are very real and not just relegated to one industry.
2/27/2013
ClickSoftware Technologies Unveils Free App for Mobile Workforce Optimization
ClickSoftware Technologies, a provider of automated mobile workforce management solutions, has unveiled ClickExpress Lite, a new free app for mobile team management. The cloud-based application is a powerful, but simple tool that can be used by everyone alike. It is ideally designed for small firms, project teams or even large families that want to organize and manage day-to-day tasks in a more convenient manner.
2/21/2013
Verint Systems Leads in Cloud-based Workforce Optimization Market
Verint Systems, a provider of Enterprise Intelligence Solutions and Security Intelligence Solutions, announced it continues to lead hosted and cloud-based workforce optimization market. Recently, DMG Consulting declared Verint as the market leader in hosted/cloud-based workforce optimization (WFO) revenue with more than twice as much market share as the closest competitor.
2/19/2013
Knoahsoft Workforce Optimization Solutions Now Available through Avaya
Call center workforce optimization solutions provider KnoahSoft's Harmony suite of solutions is now available directly from Avaya and its channel partners. KnoahSoft is offering a suite of recording, quality assurance, surveying, workforce management and analytics solutions through the Avaya Select Product Program.
2/13/2013
Ushering in Multichannel Excellence with Cloud-based Workforce Optimization
While contact centers have always had a lot of demands placed on them - answer all calls quickly, keep the calls short, provide the information needed, keep the customer relationship positive, boost the sales and do it all under a limited budget - these days, it seems like the demands are multiplying. New media channels have broadened the contact center's footprint as well as the expectations placed upon it. Social media channels have hit like a bolt out of the blue, and today's increasingly mobile customer base expects high quality service at any time, day or night.
2/12/2013
OpenSpan Experiences Record 2012 Workforce Optimization Performance
OpenSpan, Inc., a provider of user optimization, activity management and automation solutions, has recently shared its 2012 results, with a record-breaking performance. This past year, OpenSpan saw revenue increasing 69 percent, with over 130-percent growth in software license revenue compared to 2011. Growth increased product development spend by over 100 percent.
2/7/2013
Aspect Software, eg Deliver Combined Back Office Optimization Solution
Aspect Software, a provider of customer contact and call center workforce optimization solutions, has partnered with eg solutions, a provider of back office optimization and services, to deliver a combined back-office WFO solution that brings cost savings from 20 percent to 40 percent.
2/7/2013
inContact Extends Presence in Healthcare and BPO Verticals
inContact has extended its presence across an assortment of industries. The organization aims to offer cloud offerings to these industries with an aim to resolve customer service issues that have not be successfully tackled by proprietary premise technology.
1/31/2013
TZA Unveils ProTrack Mobile Application
TZA, a premier provider of supply chain productivity software and services, recently launched a new mobile app for the users of ProTrack Labor Management System.
1/28/2013
Top 10 Characteristics of an Effective Quality Management Program
Even with the cutting edge customer experience tools that contact centers have at their disposal today, inContact, a company that helps contact centers create profitable customer experiences through its cloud-based call center software solutions, is continuing to push boundaries in order to stay on top of the trends that customers care about most.
1/23/2013
Call Center Workforce Optimization Provider Verint Unveils Customer Advisory Council for 2012-13
Verint Systems, a provider of back-office operations and call center workforce optimization solutions, has unveiled the list of back-office Customer Advisory Council members for 2012-2013. The company's back-office Customer Advisory Council is established with a focus on driving enterprise workforce optimization in today's back-office operations environments.
1/22/2013
Calabrio Enhances its Call Recording Platform for Improved Workforce Optimization
In the call center, workforce optimization helps companies improve the efficiency of their customer interactions through solutions that capture those interactions across all channels, analyze them to reveal insights, and drive actions that impact business results and customer experience.
1/17/2013
Key Motivators to Drive Quality Evaluations in Call Center Workforce Optimization
While the call center serves as a critical interaction point between the customer and the company, a focus on quality customer care has to begin with the call center staff. If staff members are not adequately trained for the predicted volume of interactions; if skills sets are not effectively managed in the distribution of calls; or if the tools necessary to complete accurate interactions are not readily available, the customer experience suffers. To ensure the opposite is true, the implementation of call center workforce optimization is a good investment.
1/17/2013
Can You Improve Performance with Robust Call Center Workforce Optimization?
How often are you able to deliver on customer expectations? Are all of your customer contact channels in sync? Do you measure each customer experience and then evaluate how you can improve upon it? Is your call center workforce optimization solution meeting your expectations? If you're unable to answer in the affirmative to any of these questions, it may be time to take a step back and evaluate your current process
1/17/2013
The Key to Successful Call Center Workforce Optimization
Change in the contact center is not always met with positive results. Those who have been in the industry for a while know what works and what doesn't and are often known to stay the course rather than rock the boat. Such a mentality can be damaging to the mentality and productivity of the center, however, especially when call center workforce optimization can lead to significant gains.
1/17/2013
The buzz surrounding the benefits associated with the cloud can seem like nothing more than hype. Vendors are pining for greater market share and why not flood the market with propaganda that supports a migration that secures their revenue strategy indefinitely? The problem with this argument is that the benefits associated with the cloud are very real and not just relegated to one industry.
2/27/2013
ClickSoftware Technologies Unveils Free App for Mobile Workforce Optimization
ClickSoftware Technologies, a provider of automated mobile workforce management solutions, has unveiled ClickExpress Lite, a new free app for mobile team management. The cloud-based application is a powerful, but simple tool that can be used by everyone alike. It is ideally designed for small firms, project teams or even large families that want to organize and manage day-to-day tasks in a more convenient manner.
2/21/2013
Verint Systems Leads in Cloud-based Workforce Optimization Market
Verint Systems, a provider of Enterprise Intelligence Solutions and Security Intelligence Solutions, announced it continues to lead hosted and cloud-based workforce optimization market. Recently, DMG Consulting declared Verint as the market leader in hosted/cloud-based workforce optimization (WFO) revenue with more than twice as much market share as the closest competitor.
2/19/2013
Knoahsoft Workforce Optimization Solutions Now Available through Avaya
Call center workforce optimization solutions provider KnoahSoft's Harmony suite of solutions is now available directly from Avaya and its channel partners. KnoahSoft is offering a suite of recording, quality assurance, surveying, workforce management and analytics solutions through the Avaya Select Product Program.
2/13/2013
Ushering in Multichannel Excellence with Cloud-based Workforce Optimization
While contact centers have always had a lot of demands placed on them - answer all calls quickly, keep the calls short, provide the information needed, keep the customer relationship positive, boost the sales and do it all under a limited budget - these days, it seems like the demands are multiplying. New media channels have broadened the contact center's footprint as well as the expectations placed upon it. Social media channels have hit like a bolt out of the blue, and today's increasingly mobile customer base expects high quality service at any time, day or night.
2/12/2013
OpenSpan Experiences Record 2012 Workforce Optimization Performance
OpenSpan, Inc., a provider of user optimization, activity management and automation solutions, has recently shared its 2012 results, with a record-breaking performance. This past year, OpenSpan saw revenue increasing 69 percent, with over 130-percent growth in software license revenue compared to 2011. Growth increased product development spend by over 100 percent.
2/7/2013
Aspect Software, eg Deliver Combined Back Office Optimization Solution
Aspect Software, a provider of customer contact and call center workforce optimization solutions, has partnered with eg solutions, a provider of back office optimization and services, to deliver a combined back-office WFO solution that brings cost savings from 20 percent to 40 percent.
2/7/2013
inContact Extends Presence in Healthcare and BPO Verticals
inContact has extended its presence across an assortment of industries. The organization aims to offer cloud offerings to these industries with an aim to resolve customer service issues that have not be successfully tackled by proprietary premise technology.
1/31/2013
TZA Unveils ProTrack Mobile Application
TZA, a premier provider of supply chain productivity software and services, recently launched a new mobile app for the users of ProTrack Labor Management System.
1/28/2013
Top 10 Characteristics of an Effective Quality Management Program
Even with the cutting edge customer experience tools that contact centers have at their disposal today, inContact, a company that helps contact centers create profitable customer experiences through its cloud-based call center software solutions, is continuing to push boundaries in order to stay on top of the trends that customers care about most.
1/23/2013
Call Center Workforce Optimization Provider Verint Unveils Customer Advisory Council for 2012-13
Verint Systems, a provider of back-office operations and call center workforce optimization solutions, has unveiled the list of back-office Customer Advisory Council members for 2012-2013. The company's back-office Customer Advisory Council is established with a focus on driving enterprise workforce optimization in today's back-office operations environments.
1/22/2013
Calabrio Enhances its Call Recording Platform for Improved Workforce Optimization
In the call center, workforce optimization helps companies improve the efficiency of their customer interactions through solutions that capture those interactions across all channels, analyze them to reveal insights, and drive actions that impact business results and customer experience.
1/17/2013
Key Motivators to Drive Quality Evaluations in Call Center Workforce Optimization
While the call center serves as a critical interaction point between the customer and the company, a focus on quality customer care has to begin with the call center staff. If staff members are not adequately trained for the predicted volume of interactions; if skills sets are not effectively managed in the distribution of calls; or if the tools necessary to complete accurate interactions are not readily available, the customer experience suffers. To ensure the opposite is true, the implementation of call center workforce optimization is a good investment.
1/17/2013
Can You Improve Performance with Robust Call Center Workforce Optimization?
How often are you able to deliver on customer expectations? Are all of your customer contact channels in sync? Do you measure each customer experience and then evaluate how you can improve upon it? Is your call center workforce optimization solution meeting your expectations? If you're unable to answer in the affirmative to any of these questions, it may be time to take a step back and evaluate your current process
1/17/2013
The Key to Successful Call Center Workforce Optimization
Change in the contact center is not always met with positive results. Those who have been in the industry for a while know what works and what doesn't and are often known to stay the course rather than rock the boat. Such a mentality can be damaging to the mentality and productivity of the center, however, especially when call center workforce optimization can lead to significant gains.
1/17/2013
Verint Systems, a provider of Enterprise Intelligence Solutions and Security Intelligence Solutions, announced it continues to lead hosted and cloud-based workforce optimization market. Recently, DMG Consulting declared Verint as the market leader in hosted/cloud-based workforce optimization (WFO) revenue with more than twice as much market share as the closest competitor.
2/19/2013
Knoahsoft Workforce Optimization Solutions Now Available through Avaya
Call center workforce optimization solutions provider KnoahSoft's Harmony suite of solutions is now available directly from Avaya and its channel partners. KnoahSoft is offering a suite of recording, quality assurance, surveying, workforce management and analytics solutions through the Avaya Select Product Program.
2/13/2013
Ushering in Multichannel Excellence with Cloud-based Workforce Optimization
While contact centers have always had a lot of demands placed on them - answer all calls quickly, keep the calls short, provide the information needed, keep the customer relationship positive, boost the sales and do it all under a limited budget - these days, it seems like the demands are multiplying. New media channels have broadened the contact center's footprint as well as the expectations placed upon it. Social media channels have hit like a bolt out of the blue, and today's increasingly mobile customer base expects high quality service at any time, day or night.
2/12/2013
OpenSpan Experiences Record 2012 Workforce Optimization Performance
OpenSpan, Inc., a provider of user optimization, activity management and automation solutions, has recently shared its 2012 results, with a record-breaking performance. This past year, OpenSpan saw revenue increasing 69 percent, with over 130-percent growth in software license revenue compared to 2011. Growth increased product development spend by over 100 percent.
2/7/2013
Aspect Software, eg Deliver Combined Back Office Optimization Solution
Aspect Software, a provider of customer contact and call center workforce optimization solutions, has partnered with eg solutions, a provider of back office optimization and services, to deliver a combined back-office WFO solution that brings cost savings from 20 percent to 40 percent.
2/7/2013
inContact Extends Presence in Healthcare and BPO Verticals
inContact has extended its presence across an assortment of industries. The organization aims to offer cloud offerings to these industries with an aim to resolve customer service issues that have not be successfully tackled by proprietary premise technology.
1/31/2013
TZA Unveils ProTrack Mobile Application
TZA, a premier provider of supply chain productivity software and services, recently launched a new mobile app for the users of ProTrack Labor Management System.
1/28/2013
Top 10 Characteristics of an Effective Quality Management Program
Even with the cutting edge customer experience tools that contact centers have at their disposal today, inContact, a company that helps contact centers create profitable customer experiences through its cloud-based call center software solutions, is continuing to push boundaries in order to stay on top of the trends that customers care about most.
1/23/2013
Call Center Workforce Optimization Provider Verint Unveils Customer Advisory Council for 2012-13
Verint Systems, a provider of back-office operations and call center workforce optimization solutions, has unveiled the list of back-office Customer Advisory Council members for 2012-2013. The company's back-office Customer Advisory Council is established with a focus on driving enterprise workforce optimization in today's back-office operations environments.
1/22/2013
Calabrio Enhances its Call Recording Platform for Improved Workforce Optimization
In the call center, workforce optimization helps companies improve the efficiency of their customer interactions through solutions that capture those interactions across all channels, analyze them to reveal insights, and drive actions that impact business results and customer experience.
1/17/2013
Key Motivators to Drive Quality Evaluations in Call Center Workforce Optimization
While the call center serves as a critical interaction point between the customer and the company, a focus on quality customer care has to begin with the call center staff. If staff members are not adequately trained for the predicted volume of interactions; if skills sets are not effectively managed in the distribution of calls; or if the tools necessary to complete accurate interactions are not readily available, the customer experience suffers. To ensure the opposite is true, the implementation of call center workforce optimization is a good investment.
1/17/2013
Can You Improve Performance with Robust Call Center Workforce Optimization?
How often are you able to deliver on customer expectations? Are all of your customer contact channels in sync? Do you measure each customer experience and then evaluate how you can improve upon it? Is your call center workforce optimization solution meeting your expectations? If you're unable to answer in the affirmative to any of these questions, it may be time to take a step back and evaluate your current process
1/17/2013
The Key to Successful Call Center Workforce Optimization
Change in the contact center is not always met with positive results. Those who have been in the industry for a while know what works and what doesn't and are often known to stay the course rather than rock the boat. Such a mentality can be damaging to the mentality and productivity of the center, however, especially when call center workforce optimization can lead to significant gains.
1/17/2013
While contact centers have always had a lot of demands placed on them - answer all calls quickly, keep the calls short, provide the information needed, keep the customer relationship positive, boost the sales and do it all under a limited budget - these days, it seems like the demands are multiplying. New media channels have broadened the contact center's footprint as well as the expectations placed upon it. Social media channels have hit like a bolt out of the blue, and today's increasingly mobile customer base expects high quality service at any time, day or night.
2/12/2013
OpenSpan Experiences Record 2012 Workforce Optimization Performance
OpenSpan, Inc., a provider of user optimization, activity management and automation solutions, has recently shared its 2012 results, with a record-breaking performance. This past year, OpenSpan saw revenue increasing 69 percent, with over 130-percent growth in software license revenue compared to 2011. Growth increased product development spend by over 100 percent.
2/7/2013
Aspect Software, eg Deliver Combined Back Office Optimization Solution
Aspect Software, a provider of customer contact and call center workforce optimization solutions, has partnered with eg solutions, a provider of back office optimization and services, to deliver a combined back-office WFO solution that brings cost savings from 20 percent to 40 percent.
2/7/2013
inContact Extends Presence in Healthcare and BPO Verticals
inContact has extended its presence across an assortment of industries. The organization aims to offer cloud offerings to these industries with an aim to resolve customer service issues that have not be successfully tackled by proprietary premise technology.
1/31/2013
TZA Unveils ProTrack Mobile Application
TZA, a premier provider of supply chain productivity software and services, recently launched a new mobile app for the users of ProTrack Labor Management System.
1/28/2013
Top 10 Characteristics of an Effective Quality Management Program
Even with the cutting edge customer experience tools that contact centers have at their disposal today, inContact, a company that helps contact centers create profitable customer experiences through its cloud-based call center software solutions, is continuing to push boundaries in order to stay on top of the trends that customers care about most.
1/23/2013
Call Center Workforce Optimization Provider Verint Unveils Customer Advisory Council for 2012-13
Verint Systems, a provider of back-office operations and call center workforce optimization solutions, has unveiled the list of back-office Customer Advisory Council members for 2012-2013. The company's back-office Customer Advisory Council is established with a focus on driving enterprise workforce optimization in today's back-office operations environments.
1/22/2013
Calabrio Enhances its Call Recording Platform for Improved Workforce Optimization
In the call center, workforce optimization helps companies improve the efficiency of their customer interactions through solutions that capture those interactions across all channels, analyze them to reveal insights, and drive actions that impact business results and customer experience.
1/17/2013
Key Motivators to Drive Quality Evaluations in Call Center Workforce Optimization
While the call center serves as a critical interaction point between the customer and the company, a focus on quality customer care has to begin with the call center staff. If staff members are not adequately trained for the predicted volume of interactions; if skills sets are not effectively managed in the distribution of calls; or if the tools necessary to complete accurate interactions are not readily available, the customer experience suffers. To ensure the opposite is true, the implementation of call center workforce optimization is a good investment.
1/17/2013
Can You Improve Performance with Robust Call Center Workforce Optimization?
How often are you able to deliver on customer expectations? Are all of your customer contact channels in sync? Do you measure each customer experience and then evaluate how you can improve upon it? Is your call center workforce optimization solution meeting your expectations? If you're unable to answer in the affirmative to any of these questions, it may be time to take a step back and evaluate your current process
1/17/2013
The Key to Successful Call Center Workforce Optimization
Change in the contact center is not always met with positive results. Those who have been in the industry for a while know what works and what doesn't and are often known to stay the course rather than rock the boat. Such a mentality can be damaging to the mentality and productivity of the center, however, especially when call center workforce optimization can lead to significant gains.
1/17/2013
Aspect Software, a provider of customer contact and call center workforce optimization solutions, has partnered with eg solutions, a provider of back office optimization and services, to deliver a combined back-office WFO solution that brings cost savings from 20 percent to 40 percent.
2/7/2013
inContact Extends Presence in Healthcare and BPO Verticals
inContact has extended its presence across an assortment of industries. The organization aims to offer cloud offerings to these industries with an aim to resolve customer service issues that have not be successfully tackled by proprietary premise technology.
1/31/2013
TZA Unveils ProTrack Mobile Application
TZA, a premier provider of supply chain productivity software and services, recently launched a new mobile app for the users of ProTrack Labor Management System.
1/28/2013
Top 10 Characteristics of an Effective Quality Management Program
Even with the cutting edge customer experience tools that contact centers have at their disposal today, inContact, a company that helps contact centers create profitable customer experiences through its cloud-based call center software solutions, is continuing to push boundaries in order to stay on top of the trends that customers care about most.
1/23/2013
Call Center Workforce Optimization Provider Verint Unveils Customer Advisory Council for 2012-13
Verint Systems, a provider of back-office operations and call center workforce optimization solutions, has unveiled the list of back-office Customer Advisory Council members for 2012-2013. The company's back-office Customer Advisory Council is established with a focus on driving enterprise workforce optimization in today's back-office operations environments.
1/22/2013
Calabrio Enhances its Call Recording Platform for Improved Workforce Optimization
In the call center, workforce optimization helps companies improve the efficiency of their customer interactions through solutions that capture those interactions across all channels, analyze them to reveal insights, and drive actions that impact business results and customer experience.
1/17/2013
Key Motivators to Drive Quality Evaluations in Call Center Workforce Optimization
While the call center serves as a critical interaction point between the customer and the company, a focus on quality customer care has to begin with the call center staff. If staff members are not adequately trained for the predicted volume of interactions; if skills sets are not effectively managed in the distribution of calls; or if the tools necessary to complete accurate interactions are not readily available, the customer experience suffers. To ensure the opposite is true, the implementation of call center workforce optimization is a good investment.
1/17/2013
Can You Improve Performance with Robust Call Center Workforce Optimization?
How often are you able to deliver on customer expectations? Are all of your customer contact channels in sync? Do you measure each customer experience and then evaluate how you can improve upon it? Is your call center workforce optimization solution meeting your expectations? If you're unable to answer in the affirmative to any of these questions, it may be time to take a step back and evaluate your current process
1/17/2013
The Key to Successful Call Center Workforce Optimization
Change in the contact center is not always met with positive results. Those who have been in the industry for a while know what works and what doesn't and are often known to stay the course rather than rock the boat. Such a mentality can be damaging to the mentality and productivity of the center, however, especially when call center workforce optimization can lead to significant gains.
1/17/2013
TZA, a premier provider of supply chain productivity software and services, recently launched a new mobile app for the users of ProTrack Labor Management System.
1/28/2013
Top 10 Characteristics of an Effective Quality Management Program
Even with the cutting edge customer experience tools that contact centers have at their disposal today, inContact, a company that helps contact centers create profitable customer experiences through its cloud-based call center software solutions, is continuing to push boundaries in order to stay on top of the trends that customers care about most.
1/23/2013
Call Center Workforce Optimization Provider Verint Unveils Customer Advisory Council for 2012-13
Verint Systems, a provider of back-office operations and call center workforce optimization solutions, has unveiled the list of back-office Customer Advisory Council members for 2012-2013. The company's back-office Customer Advisory Council is established with a focus on driving enterprise workforce optimization in today's back-office operations environments.
1/22/2013
Calabrio Enhances its Call Recording Platform for Improved Workforce Optimization
In the call center, workforce optimization helps companies improve the efficiency of their customer interactions through solutions that capture those interactions across all channels, analyze them to reveal insights, and drive actions that impact business results and customer experience.
1/17/2013
Key Motivators to Drive Quality Evaluations in Call Center Workforce Optimization
While the call center serves as a critical interaction point between the customer and the company, a focus on quality customer care has to begin with the call center staff. If staff members are not adequately trained for the predicted volume of interactions; if skills sets are not effectively managed in the distribution of calls; or if the tools necessary to complete accurate interactions are not readily available, the customer experience suffers. To ensure the opposite is true, the implementation of call center workforce optimization is a good investment.
1/17/2013
Can You Improve Performance with Robust Call Center Workforce Optimization?
How often are you able to deliver on customer expectations? Are all of your customer contact channels in sync? Do you measure each customer experience and then evaluate how you can improve upon it? Is your call center workforce optimization solution meeting your expectations? If you're unable to answer in the affirmative to any of these questions, it may be time to take a step back and evaluate your current process
1/17/2013
The Key to Successful Call Center Workforce Optimization
Change in the contact center is not always met with positive results. Those who have been in the industry for a while know what works and what doesn't and are often known to stay the course rather than rock the boat. Such a mentality can be damaging to the mentality and productivity of the center, however, especially when call center workforce optimization can lead to significant gains.
1/17/2013
Verint Systems, a provider of back-office operations and call center workforce optimization solutions, has unveiled the list of back-office Customer Advisory Council members for 2012-2013. The company's back-office Customer Advisory Council is established with a focus on driving enterprise workforce optimization in today's back-office operations environments.
1/22/2013
Calabrio Enhances its Call Recording Platform for Improved Workforce Optimization
In the call center, workforce optimization helps companies improve the efficiency of their customer interactions through solutions that capture those interactions across all channels, analyze them to reveal insights, and drive actions that impact business results and customer experience.
1/17/2013
Key Motivators to Drive Quality Evaluations in Call Center Workforce Optimization
While the call center serves as a critical interaction point between the customer and the company, a focus on quality customer care has to begin with the call center staff. If staff members are not adequately trained for the predicted volume of interactions; if skills sets are not effectively managed in the distribution of calls; or if the tools necessary to complete accurate interactions are not readily available, the customer experience suffers. To ensure the opposite is true, the implementation of call center workforce optimization is a good investment.
1/17/2013
Can You Improve Performance with Robust Call Center Workforce Optimization?
How often are you able to deliver on customer expectations? Are all of your customer contact channels in sync? Do you measure each customer experience and then evaluate how you can improve upon it? Is your call center workforce optimization solution meeting your expectations? If you're unable to answer in the affirmative to any of these questions, it may be time to take a step back and evaluate your current process
1/17/2013
The Key to Successful Call Center Workforce Optimization
Change in the contact center is not always met with positive results. Those who have been in the industry for a while know what works and what doesn't and are often known to stay the course rather than rock the boat. Such a mentality can be damaging to the mentality and productivity of the center, however, especially when call center workforce optimization can lead to significant gains.
1/17/2013
While the call center serves as a critical interaction point between the customer and the company, a focus on quality customer care has to begin with the call center staff. If staff members are not adequately trained for the predicted volume of interactions; if skills sets are not effectively managed in the distribution of calls; or if the tools necessary to complete accurate interactions are not readily available, the customer experience suffers. To ensure the opposite is true, the implementation of call center workforce optimization is a good investment.
1/17/2013
Can You Improve Performance with Robust Call Center Workforce Optimization?
How often are you able to deliver on customer expectations? Are all of your customer contact channels in sync? Do you measure each customer experience and then evaluate how you can improve upon it? Is your call center workforce optimization solution meeting your expectations? If you're unable to answer in the affirmative to any of these questions, it may be time to take a step back and evaluate your current process
1/17/2013
The Key to Successful Call Center Workforce Optimization
Change in the contact center is not always met with positive results. Those who have been in the industry for a while know what works and what doesn't and are often known to stay the course rather than rock the boat. Such a mentality can be damaging to the mentality and productivity of the center, however, especially when call center workforce optimization can lead to significant gains.
1/17/2013
Change in the contact center is not always met with positive results. Those who have been in the industry for a while know what works and what doesn't and are often known to stay the course rather than rock the boat. Such a mentality can be damaging to the mentality and productivity of the center, however, especially when call center workforce optimization can lead to significant gains.
1/17/2013
