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CRM
March 1, 2005
Jason Compton
Managing the Minutia An effective workforce management strategy increases service levels with less effort. mark for My Articles similar articles
PHONE+
October 7, 2009
Case Study: CNA Surety Improves Productivity With Aspect To improve call monitoring and recording, CNA selects Aspect Productive Workforce. mark for My Articles similar articles
CRM
February 1, 2006
Phillip Britt
Scheduling Tool Traction By implementing a new workforce scheduling application, agent hours have been reduced by 20% at Taction, a call center outsourcing company. mark for My Articles similar articles
CRM
July 1, 2004
David Myron
Market Watch: Making Sense of Workforce Optimization The reluctance to purchase workforce optimization solutions is based primarily on the general confusion in the marketplace. mark for My Articles similar articles
CRM
July 2003
David Myron
Service on Steroids The contact center performance enhancers of choice these days are training, workflow automation, workforce optimization, and workforce management. These tools are coming together to form one dynamic performance-optimization solution to pump up the service volume. mark for My Articles similar articles
CRM
October 1, 2007
Colin Beasty
Tech Solution: Workforce Management Solutions Business problem: Managers cannot staff and manage their contact centers effectively. Workforce optimization solutions, which are simplifying those complex tasks while providing insightful performance management and learning capabilities. mark for My Articles similar articles
CRM
January 1, 2006
Colin Beasty
Business Problem: Contact Center Managers Cannot Staff and Manage Their Call Centers Effectively Tech Solution: Workforce Optimization Tools -- Envision's Performance Suite... EX's TotalView Workforce Management... Witness Systems' Impact 360... mark for My Articles similar articles
CRM
February 2003
Eric Krell
Quality Is Job One... Or Is It? Before quantifying call center metrics, companies must examine the effect customer service levels have on satisfaction. mark for My Articles similar articles
CRM
March 2007
Coreen Bailor
Intensive Care Learn these workforce management lessons to breed the best contact center forecasting, scheduling, and managing efforts. mark for My Articles similar articles
CRM
December 1, 2006
Coreen Bailor
All Together Now: WFM Centralization UPC Nederland's unified approach to contact center agent scheduling with IEX TotalView leads to cost savings and upped customer satisfaction. mark for My Articles similar articles
CRM
March 2004
The 2004 Service Leaders--Part I The leading customer service vendors for 2004 mark for My Articles similar articles
CRM
May 2, 2005
Coreen Bailor
Convergence in the Contact Center Customers will have a single upgrade path, single maintenance environment, and singular user interface. mark for My Articles similar articles
CRM
August 26, 2011
Rajaram & Manasa
The Next Frontier in Call Center Analytics Investing in operations is not enough. Ideally, companies would invest unlimited funds into ensuring that each and every customer receives a personal, efficient call center experience. mark for My Articles similar articles
CRM
March 14, 2014
Leonard Klie
Aspect Software Releases Workforce Optimization 8.0 and Aspect Mentor Aspect's WFO 8.0 and Aspect Mentor expand the reach of speech analytics beyond basic call recordings. mark for My Articles similar articles
CRM
October 2004
Coreen Bailor
12 Ways to Boost Productivity From better knowledge bases and improved natural-language search engines, to workforce management strategies and business process reengineering, here's what's new in enhancing contact center productivity. mark for My Articles similar articles
CRM
November 1, 2005
Colin Beasty
Consulting Workforce Woes Accenture turns to IEX's TotalView to manage three Indian call centers. mark for My Articles similar articles
InternetNews
June 23, 2005
Roy Mark
Study Says Tech Flunks Diversity Test Racial minorities are significantly underrepresented in IT workforce and the percentage of women in the IT workplace is declining. mark for My Articles similar articles
CRM
June 1, 2005
Paul Stockford
Workforce Optimization's Missing Link Companies should strengthen their workforce optimization strategy with the addition of efficient agent selection tools. mark for My Articles similar articles
HBS Working Knowledge
March 14, 2005
Huselid, Becker, & Beatty
Differentiating Your Workforce Strategy Even the best managers often forget to craft a workforce strategy along with their overall company strategy, but the two really need to be linked. An excerpt from the new book, The Workforce Scorecard. mark for My Articles similar articles
CRM
April 2005
Coreen Bailoret al.
The 2005 CRM Service Leaders--Part II The editors recognize the top-three leaders in CTI, IVR, quality monitoring, Web self-service, workforce management and optimization, contact-center outsourcing services, and agent-facing universal desktop applications. mark for My Articles similar articles
IndustryWeek
December 1, 2006
John S. McClenahen
Human Resources: "Right" Sizing With its world headquarters close to the Finger Lakes, high-tech manufacturer Corning Inc. seems pointed in the right direction. mark for My Articles similar articles
Bank Technology News
September 2004
John Adams
Automation: Workforce Management Is Getting Warm and Fuzzy New strategies in human resource technology are focused on fostering worker comfort and loyalty. As an example, the article looks at Workbrain, which is used by Wachovia. mark for My Articles similar articles
Managed Care
March 2004
IOM: Workforce Diversity Lacking In Health Care The report -- "In the Nation's Compelling Interest: Ensuring Diversity in the Health Care Workforce" -- points out that the health care workforce does not mirror the rest of society's move toward greater ethnic and racial diversity. mark for My Articles similar articles
CRM
March 2004
CRM magazine's 2004 Service Awards CRM magazine reveals the leading customer service vendors in seven categories (Service Leaders), and this year's five best implementations (Service Elite). mark for My Articles similar articles
CRM
September 2006
Paul Korzeniowski
High Performance Workforce optimization suite vendors offer call centers increased ease of use, improved staffing, and lower business costs via new product packages. mark for My Articles similar articles
CRM
April 2006
Bailor et al.
The 2006 Service Leader Awards, Part 1 Computer Telephony Integration: Avaya... Cisco Systems... Genesys Telecommunications Laboratories... Interactive Voice Response: Avaya... Nortel Networks... Genesys Telecommunications Laboratories... etc. mark for My Articles similar articles
CRM
May 7, 2015
NICE Expands Its WFM, Analytics, and Recording Solutions Employee Engagement Manager added to NICE's workforce management solution, while Vidyo integration and cloud availability announced for its analytics products. mark for My Articles similar articles
Job Journal
June 27, 2004
Charting the Choices A easy-to-read guide to the most-promising professions. mark for My Articles similar articles
CRM
March 2015
Oren Smilansky
The 2015 CRM Service Leaders: Workforce Optimization Growth for contact center workforce optimization carried on throughout 2014, though to a lesser extent than it had the previous year. mark for My Articles similar articles
CRM
April 2008
Christopher Musico
The 2008 CRM Service Awards: Workforce Optimization Suite Consolidation is all the rage in workforce optimization; Verint Systems takes the "optimal" spot. mark for My Articles similar articles
CRM
July 2004
Emmy Favilla
CRM in Action: Getting Resolution Right--on the First Call Jefferson Pilot Financial, a provider of universal life insurance, annuities, and employee benefits, wanted to maintain low operating costs, while sustaining content, satisfied customers. mark for My Articles similar articles
CRM
February 1, 2007
Nick Discombe
Get Reacquainted With Your Customers To get the most value from customer interactions and ultimately improve the customer experience, organizations must streamline the flow of information from the customer to the company. mark for My Articles similar articles
Inc.
December 2008
Blogger Logic: Tom Peters Still Thrives on Chaos Among all management gurus, Tom Peters is most associated with managing during bad economic times. On TomPeters.com, he recently wrote about running a business in a time of "significant and sustained economic disarray." mark for My Articles similar articles
Bank Systems & Technology
March 29, 2006
Marianne Kolbasuk McGee
Keeping Older Tech Workers on the Job Nearly two dozen industry associations, ranging from technology to trucking organizations, have joined to create an Alliance for an Experienced Workforce, a collaborative effort aimed at getting employers to develop strategies of keeping aging American workers viable in the workplace. mark for My Articles similar articles
U.S. Banker
July 2009
Steve Garmhausen
Keeping a Tight Schedule The retail banking manager at Mechanics Bank in Richmond, Calif., calls the bank's recent investment in sophisticated scheduling technology a "no-brainer." mark for My Articles similar articles
IndustryWeek
April 1, 2009
What You Need To Know About Workforce Optimization Sustained commitment to employee training and development counters downturns and results in long-term growth and recovery success. mark for My Articles similar articles
CRM
October 28, 2011
Leonard Klie
Verint Launches Fully Web-Enabled Enterprise WFM Solution The offering continues to drive workforce management further into the enterprise with enhanced branch, contact center and back-office operations features. mark for My Articles similar articles
AFP eWire
January 8, 2007
U.S. Charities Employ 7.2 Percent of Workforce A new study by researchers at the Johns Hopkins Center for Civil Studies shows that the U.S. paid charitable workforce has grown significantly faster than the economy over the past several years and now represents 7.2% of the overall workforce. mark for My Articles similar articles
Insurance & Technology
October 5, 2006
Maria Woehr
The Talent Crunch One of the greatest challenges that CIOs currently face is a staffing shortage, and, according to insurance carrier hiring managers and staffing firms, the IT talent crunch is only getting tighter. mark for My Articles similar articles
U.S. Banker
January 2010
Darryl Demos
Bank Branches: The Changing Nature of Work and Workers In today s changing times, banks will need to evaluate and evolve their branch workforce strategies to meet not only the changing needs and interaction preferences of their customers, but also the flexibility requirements of the available labor pool. mark for My Articles similar articles