| 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.   |
CRM
January 21, 2005
Paul Stockford |
It's Not Your Father's e-Learning The entire concept of agent training has been turned on its ear, and delivers unprecedented levels of efficiency and productivity. |
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
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. |
PHONE+
October 7, 2009 |
Case Study: CNA Surety Improves Productivity With Aspect To improve call monitoring and recording, CNA selects Aspect Productive Workforce. |
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
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
November 1, 2005
Colin Beasty |
Consulting Workforce Woes Accenture turns to IEX's TotalView to manage three Indian call centers. |
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
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
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 2013
Leonard Klie |
A Matter of Time Within five days of introducing RightTime management solution from Intradiem, Vivint delivered 2,400 training and coaching sessions, all during idle time. |
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
July 2013
Barton Goldenberg |
Happy Agents, Happy Customers Increased agent productivity leads to increased satisfaction. |
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
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
July 9, 2015
Yvonne Ba |
How to Solve the Customer Experience Puzzle You can't do a jigsaw puzzle without the box; likewise, you can't satisfy today's omnichannel customer without a sound strategy. |
CRM
March 2004 |
The 2004 Service Leaders--Part I The leading customer service vendors for 2004 |
CRM
September 2007
Ian Jacobs |
Across the Universe Contact center managers have begun to examine this idea of the universal agent, agents theoretically capable of handling any contact, via any channel. |
Insurance & Technology
July 3, 2008
Peggy Bresnick Kendler |
Shift to Independent Agents Compels Insurers to Modify Practices Industry insiders discuss keys to leveraging technology to boost agent performance. |
CRM
December 2003
David Myron |
Service Revs Up Nissan's Turnaround Getting a better understanding of agent performance enabled Nissan Motor Acceptance Corp. to address problem areas; the results were significant. |
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. |
Insurance & Technology
November 28, 2005
Peggy Bresnick Kendler |
Higher-Tech Agents Leading experts in agent technology answer critical questions about the relationship between agents and technology. |
CRM
January 2004
Jason Compton |
The Changing Role of the Contact Center Agent With the proliferation of online self-help and new call center technologies, agents are being asked to resolve more challenging issues or to transform themselves into salespeople. But are current agents, who primarily respond to basic service requests, right for these new roles? |
CRM
January 27, 2012
Anand Subramaniam |
Deliver on Your Customer Service Brand Promises Six ways to make promises you can keep. |
PHONE+
April 9, 2009
Al Subbloie |
TEM Tips for Agents Companies are being challenged to adjust their communications costs. This is an opportunity for agents and channel partners to come to their customers' rescue. |
The Motley Fool
February 16, 2007
Dan Caplinger |
Have an Agent in Your Corner Buying a house is stressful enough without having to worry about whether you can trust the real estate agent you're working with. By using a dedicated buyers' agent, you can make sure your agent is working for you. |
CRM
July 1, 2005
Coreen Bailor |
On the Scene: From Cost Center To Cash Cow As contact centers are under mounting pressure to grow revenue for organizations, CSRs are being encouraged to engage in cross- and upsell opportunities. |
CRM
February 26, 2013
Leonard Klie |
inContact Releases New Version of Cloud Contact Center Software The company expands multichannel offering with Universal Queue, new agent interface, true inbound and outbound blending, and an API-driven cloud ecosystem. |
CRM
March 2006
Coreen Bailor |
Keeping Balance in the Center Organizations no longer have to choose between efficiency and effectiveness as contact center technology evolves. If your contact center efforts are unbalanced, consider these five approaches to achieving service and efficiency equilibrium. |
CRM
February 22, 2013
Paul Lang |
What's Next for the Contact Center? The challenge for contact center managers will be finding a way to offer the best customer service at the lowest cost. Here are seven trends that we can't ignore. |
The Motley Fool
May 26, 2004 |
Choosing the Right Real Estate Agent A good agent can serve you very well -- so choose carefully. |
CRM
January 2015
Leonard Klie |
In Customer Service, It's More Efficient to Be Effective Rushing customers off the phone might cut costs, but ignores the potential for greater value. |
CIO
July 15, 2005
Alice Dragoon |
CRM Wake-Up Call How to transform your call center from a budget drain into a source of competitive advantage. |
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. |
Insurance & Technology
July 11, 2008
Akhil Tripathi |
Web-Based Solutions Deliver on Agents' Tech Expectations Insurers can leverage agent portals and systems integration technology to streamline agents' workflow and improve efficiencies. |
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. |
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. |
The Motley Fool
January 31, 2005 |
Working With Real Estate Agents Approach the relationship sensibly, and you'll both be happier. |
Job Journal
December 2, 2007
Natalie Ostrom |
The Rise of Free Agents Free agents -- also known as independent contractors and consultants -- can expect a promising future as more companies switch to hiring workers on an as-needed basis. |
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. |
| PHONE+ |
Back to Basics: Channel Partners Fact Book 2011 An editorial regarding the inspiration and intention of the Channel Partners Fact Book guide for telephony agents. |
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. |
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
December 1, 2005
Coreen Bailor |
CSAA Steers Its Performance Management To ease supervisors' time-intensive data-collection method, the California State Automobile Association created an in-house tool. |
CIO
June 1, 2006
Susannah Patton |
Answering the Call Everyone's had a bad experience with a call center. But now companies are investing in advanced technologies and at-home agents to connect with customers, not put them on hold. |
CRM
November 2014
Leonard Klie |
Work-at-Home Solutions Are Transforming Call Center Operations At-home agents can be as productive, if not more so, as those in the contact center. |
The Motley Fool
February 17, 2006 |
Choosing a Real Estate Agent How should you go about choosing a real estate broker or agent? Don't just sign up with the one who promises you the highest price for your house. Here are a few tips. |
CRM
January 1, 2007
Kate Leggett |
The Informed Agent Customers are searching for a good service experience and will pay a premium to be assured of such service. Only when you have a receptive customer base can you be successful at marketing to them. Help drive customer loyalty with sophisticated knowledge retrieval methods. |
IndustryWeek
January 24, 2012
Jonathan Katz |
Midsize Firms Choose Technology Over Hiring Executives attribute productivity increases to business process improvements and tech investments. |
