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CRM March 1, 2005 Jason Compton |
Managing the Minutia An effective workforce management strategy increases service levels with less effort.  |
PHONE+ October 7, 2009 |
Case Study: CNA Surety Improves Productivity With Aspect To improve call monitoring and recording, CNA selects Aspect Productive Workforce.  |
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.  |
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.  |
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.  |
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.  |
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...  |
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.  |
CRM March 2007 Coreen Bailor |
Intensive Care Learn these workforce management lessons to breed the best contact center forecasting, scheduling, and managing efforts.  |
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.  |
CRM March 2004 |
The 2004 Service Leaders--Part I The leading customer service vendors for 2004  |
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.  |
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.  |
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.  |
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.  |
CRM November 1, 2005 Colin Beasty |
Consulting Workforce Woes Accenture turns to IEX's TotalView to manage three Indian call centers.  |
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.  |
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.  |
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.  |
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.  |
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.  |
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.  |
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.  |
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).  |
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.  |
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.  |
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.  |
Job Journal June 27, 2004 |
Charting the Choices A easy-to-read guide to the most-promising professions.  |
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.  |
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.  |
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.  |
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.  |
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."  |
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.  |
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."  |
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.  |
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.  |
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.  |
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.  |
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.  |