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CRM
May 2015
Donna Fluss |
WFM Finds a Better Direction Algorithms and simulation address a key mathematical challenge   |
CRM
September 2010
Donna Fluss |
The Golden Age of WFM What contact centers must do to manage workforce management. |
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. |
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. |
CRM
July 2013
Donna Fluss |
Workforce Management: Better but Not Good Enough What makes an ideal solution? |
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
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
March 2007
Coreen Bailor |
Intensive Care Learn these workforce management lessons to breed the best contact center forecasting, scheduling, and managing efforts. |
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
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
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
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. |
CRM
August 1, 2007
Coreen Bailor |
Market Focus: Financial Services--Case Study Barclaycard Business runs its contact centers as one virtual operation, integrating each center's automatic call distributor with TotalView. |
CRM
February 2014
Donna Fluss |
Exploring the Role of Cloud-Based Contact Center Solutions Adoption is growing, but concerns remain. |
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
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 2007
Bailor et al. |
The 2007 Service Leaders, Part 2 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... |
