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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
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
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
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
May 1, 2003
David Myron |
Got Workforce Management? Workforce management took center stage at the recent ICCM show in Las Vegas. The surging interest in workforce management applications comes at a time when companies are battening down their call center hatches and looking for ways to streamline efficiency. |
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
March 2004 |
The 2004 Service Leaders--Part I The leading customer service vendors for 2004 |
CRM
March 2010
Christopher Musico |
The 2010 CRM Service Awards: Service Leaders - Workforce Optimization Suite Verint Systems powered through the recession with the type of confidence that resonates with and creates trust among buyers. It has a state-of-the-art product, strong partnerships, clear vision for the future, strong management, and innovative research and development. |
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. |
PHONE+
October 7, 2009 |
Case Study: CNA Surety Improves Productivity With Aspect To improve call monitoring and recording, CNA selects Aspect Productive Workforce. |
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. |
CRM
April 2005
Bailor et al. |
The 2005 CRM Service Leaders--Part I Awards winners for the most impressive providers of customer care architecture, technology, and services who have worked over the past year to improve their capabilities so that contact centers can go about their business more efficiently and effectively. |
CRM
January 2007
Coreen Bailor |
Making the Grade Most organizations still receive poor grades when it comes to providing comprehensive -- even adequate -- training for service and support professionals. But e-learning deployments earn straight A's when used in conjunction with formal classroom training. |
CRM
April 2007
Bailor et al. |
The 2007 Service Leaders, Part 1 Here is the Contact Center Market's Leading Vendors in Seven Areas: Computer Telephony Integration... Interactive Voice Response... Web-Support Services... Workforce Optimization... Quality Monitoring... Agent-Facing Universal Desktop... Outsourcing Services... |
CRM
September 2011
Leonard Klie |
WFO Hears The Voice of the Customer Workforce optimization suites broaden their focus beyond the company |
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
March 2015
Leonard Klie |
The 2015 CRM Service Leaders: Contact Center Infrastructure For starters, many companies operating multiple contact centers are looking to centralize their infrastructures around single Internet-based communications and collaboration platforms, according to research firm Gartner. |
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
November 2013
Donna Fluss |
Suite Versus Best-of-Breed: Is Less Really More? When not all solutions are created equal, choosing one is no easy task. |
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. |
CRM
January 1, 2006
Coreen Bailor |
Aspect's Facelift The new software company must balance rationalizing its overlapping functionality with retaining and attracting new customers. |
CRM
October 1, 2009
Christopher Musico |
The Evolution of E-Learning As contact centers adapt to the needs of a recession - and an increasing number of Generation Y staffers - the systems designed to train agents have to adapt as well. |
CRM
March 2014 |
The 2014 CRM Service Leaders We asked our judges to evaluate and score companies based on important criteria: reputation for customer satisfaction, depth of functionality or services, company direction, and technology costs over a five-year period. |
IndustryWeek
April 1, 2009
John Teresko |
Top 10 Myths of Workforce Development The following list of workforce development traps to avoid evolved out of the experience of Vince Grassi, director, global learning and knowledge management at Air Products. |
CIO
April 17, 2008 |
The Vendor Management Bible Whether you're new to vendor management or a seasoned negotiator, these expert tips can help you learn more about the process, add value to your deal with any vendor and put you in the driver's seat. |
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. |
Entrepreneur
February 2007
Jennifer Pellet |
Card Guard Try out a new credit monitoring plan. |
CRM
July 2004
Jason Compton |
How to...know when to upgrade your CRM tools Without proper upkeep the technology can become a hindrance, rather than help. |
InternetNews
May 12, 2010 |
Microsoft Introduces Office Mobile 2010 Not only are PC users getting the new version of Office, users of Windows Mobile 6.5 get a phone-friendly version of Office as a free upgrade. |
CIO
January 15, 2006
Michael Friedenberg |
Do Vendors Deliver? CIOs want fewer - and better - vendor partners. |
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
November 19, 2004 |
The Pulse: What Was the Most Critical Factor in Your Choice of CRM Vendor? Here's a chart showing what the deciding factor was in choosing a CRM vendor. |
CIO
September 9, 2009
Albert Eng |
Getting More Value from Offshore Vendors Apply these simple criteria to evaluate potentially strategic offshore partners. |
CRM
November 1, 2005 |
First American A financial services firm reinvests in technical support. |
CRM
December 20, 2004
Jason Compton |
How to...Avoid CRM Upgrade and Replacement Mistakes in 5 Steps The worst thing is to take away an application salespeople are using and liking. Before committing to change, consider the following tips. |
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). |
IndustryWeek
November 1, 2007
Brad Kenney |
Forecasted Wireless Growth -- 2007-2011: By the Numbers Asset monitoring tops the list on forecasted wireless growth. |
CRM
March 1, 2005
Jason Compton |
Managing the Minutia An effective workforce management strategy increases service levels with less effort. |
CRM
September 24, 2004 |
Hot Seat: Can a Single Vendor Satisfy an Organization's Complete CRM Needs? Professionals weigh in on this topic: Laura Preslan, research director, AMR Research: "It depends"... Rebecca Wettemann, vice president of research, Nucleus Research: "...a combination of tools that meet clear, specific needs may be a better strategy"... etc. |
CRM
March 2013 |
CRM Service Awards: Service Leaders Award winners are announced for customer contact, customer case management, interactive voice support, web support and other types of technology management solutions. |
Bank Systems & Technology
July 29, 2008
Maria Bruno-Britz |
Banks Increasingly Are Creating Vendor Management Offices When one considers that large banks can have thousands of vendor relationships, it's no wonder vendor management is a growing trend in the industry. |
Food Processing
August 2008
Bob Sperber |
Predictive Maintenance Environment in Food Processing Plants Provides Early Warning System Maintenance is moving from preventive to predictive mode with condition monitoring, maintenance system upgrades and the promise of easier integration. |
CIO
November 1, 2003
Elana Varon |
Getting the Best from Your Vendors (What Really Works) It may be tempting to squeeze vendors for every dollar. But research shows that lowball tactics eventually boomerang into poor service and support. |
CIO
October 15, 2002
Susannah Patton |
Getting a Witness Witness Systems helps companies build quality call centers. |
CIO
October 10, 2008
Diane Frank |
How to Renegotiate an Outsourcing Contract CIO tips for getting what you want from the vendor. |
Wall Street & Technology
March 26, 2004
Kerry Massaro |
Integration Is Key Integration was raised again and again as one of the largest obstacles to creating the perfect broker-workstation environment. |
HBS Working Knowledge
September 6, 2004
Jonathan Byrnes |
Product Companies: Don't Undersell Services Selling more products can give a vendor additional leverage with customers, but selling the right related services can give a vendor a new strategic positioning and a host of valuable benefits. |
