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CRM
May 2014
Donna Fluss |
Use Desktop Analytics to Improve Your Servicing Environment Adoption of these solutions is poised to take off over the next few years.   |
CRM
September 2015
Donna Fluss |
The Outlook for WFO: Optimal The workforce optimization market stays strong, and better analytics and back-office features could make it stronger |
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. |
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
September 2012
Donna Fluss |
The Revitalization of the Workforce Management Market One-size-fits-all solutions are no longer the answer. |
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. |
IndustryWeek
April 1, 2005
Patricia Panchak |
Best Practices -- Labor-Chain Management Managing the workforce with supply-chain strategies yields big benefits. |
CRM
February 2011
Donna Fluss |
Customer Service Initiatives for 2011 Tough economy erodes customer loyalty, but there are ways to rebuild it. |
CRM
September 2011
Leonard Klie |
WFO Hears The Voice of the Customer Workforce optimization suites broaden their focus beyond the company |
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
September 22, 2014
Maria Minsker |
Verint Engagement Analytics Offers 'Unprecedented' Cross-Channel Analytics The joint Verint-Kana cloud-based solution enhances customer engagement insight. |
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
March 2012
Donna Fluss |
The Argument for Desktop Analytics This new IT sector offers visibility, real-time guidance, and process automation. |
CRM
July 2012
Donna Fluss |
In Contact Centers, WFO's Star Is on the Rise A host of innovations are adding new dimensions. Contact center workforce optimization continues to be one of the top technology sectors in the contact center market. |
CRM
September 5, 2014
Howard Latham |
3 Ways Mobile Apps Can Elevate Your Customers' Experience Reliable tracking of service and employees can give your business a significant competitive advantage. |
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. |
CRM
May 2015
Donna Fluss |
WFM Finds a Better Direction Algorithms and simulation address a key mathematical challenge |
CRM
July 2013
Donna Fluss |
Workforce Management: Better but Not Good Enough What makes an ideal solution? |
CRM
January 1, 2007 |
Business Problem: The call center needs to strike a balance between call volumes and quality of service. Tech Solution: Quality monitoring tools. NICE Perform... Verint ULTRA IntelliQuality... Witness Systems Impact 360... |
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
May 2014
Donna Fluss |
WFM Growth Brings Choices and Challenges For some companies, ease of use of workforce management applications is winning out over functionality. |
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. |
Bank Technology News
November 2008
David Foote |
IT Jobs Not in Jeopardy - for This Quarter With capital markets in tatters and investment banks disappearing, rampant consumer pessimism, and the national unemployment rate already at a five-year high, you might think that the financial sector's IT departments are in dire straits. Think again. |
CRM
April 1, 2008
Donna Fluss |
Productivity and Workforce Management Contact center workforce management solutions typically pay for themselves in under a year - can you afford not to have one? |
CRM
March 2011 |
The 2011 Service Leaders Here are this year's class of service winners and leaders. Each leader is graded on three criteria - customer satisfaction, depth of functionality, and company direction - in seven categories of support and service. |
Bank Technology News
June 2007
John Adams |
Expense Management: Cost Controls Come In Many Flavors Whether it is Bank of the West's human capital project, Amex's procurement savings or MasterCard's corporate travel initiative, there are lots of places to shave corporate costs |
CRM
June 2010
Donna Fluss |
Analyzing the Workforce Analytics and on-demand offerings are changing the nature of workforce optimization. |
U.S. Banker
April 2007
Spitler & Mattei |
Is Your Front-Line Force a Farce? At a time when extraordinary attention is paid to customer acquisition, retention and relationship expansion, front-line sales representatives often are handled as look-alike production components. |
CRM
March 13, 2015
Daniel Sarfati |
Measure CRM Usage to Optimize Business Processes Current tools leave insight lacking when it comes to employee interaction. |
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. |
Global Services
September 16, 2008
Allan Schweyer |
The Powerful Link Between Talent Management & Biz Performance Outsourcing works with talent; its a reality. But how does one ensure that customers talent-management systems and processes in outsourcing are properly administered and effectively supported to increase employee and business productivity and performance? |
CRM
September 2010
Donna Fluss |
The Golden Age of WFM What contact centers must do to manage workforce management. |
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. |
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
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
January 6, 2014
Maria Minsker |
Verint to Acquire Kana Software for $514M The deal expands Verint's cross-selling opportunities within the customer service market. |
CRM
March 2007
Coreen Bailor |
Intensive Care Learn these workforce management lessons to breed the best contact center forecasting, scheduling, and managing efforts. |
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
April 1, 2007 |
destinationCRM Dashboard Enterprise CRM Is Three Sheets to the Wind... Sage Unveils a New Taste of CRM... VoIP Has Too Much Variation for SMBs... Verint: Can I Get a Witness?... etc. |
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." |
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
May 9, 2012 |
CallCopy Presents Upgraded cc: Discover v5.0 Workforce Optimization Suite Updates to security and analytics include new permissions rules, recording integrations, and active directory enhancements. |
CRM
March 1, 2005
Jason Compton |
Managing the Minutia An effective workforce management strategy increases service levels with less effort. |
Bank Systems & Technology
March 27, 2008
Nancy Feig |
Verint's Impact 360 for Retail Financial Services Enhances U.S. Bank's Workforce Management U.S. BANK implemented Verint Witness Actionable Solutions' workforce optimization solution... RBC Centura Bank Rolls Out FIS' TouchPoint... Malaysian Bank Implements Algorithmics... Japan's Mizuho Bank Deploys Teradata... |
Job Journal
October 21, 2007
Michael Kinsman |
Career Pros: Training is Employers' Responsibility Rapidly evolving technology requires expansion of on-the-job training. |
Insurance & Technology
August 14, 2006
Peggy Bresnick Kendler |
Measuring Success Experts comment on what metrics are best for determining the success of technology investments, and which key performance indicators are the most valuable for insurance IT initiatives? |
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. |
CRM
June 2011
Donna Fluss |
New-Gen WFM Solutions Make a Real Difference Many contact center offerings require a trade-off between accuracy and ease of use. |
Financial Advisor
March 2007
David L. Lawrence |
Managing Your Employees: A Holistic Approach Finding time to manage employees can be more than just a simple challenge for financial advisors. One solution is to take a systems approach, offering efficient management techniques within an environment that fosters individual employee growth. |
