How Virtual Reality is Changing the Buying Experience Instead of Engaging Multiple Customers, Focus on One at a Time Feedback from Customers Can Improve Workforce Management

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Ximble Workforce Optimization Suite Launched
Nimble Software Systems just launched its Ximble suite of cloud based workforce optimization applications for small and medium sized businesses. - 01/19/2017

Value Existing Customers As Much As New Customers
Apathetic agents will not make customers feel special, nor will agents who don't seem to be able to answer questions with a high degree of confidence. You should also ensure that your workforce management is up to the job of ensuring that the right a… - 01/17/2017

Reputation Management and CRM in a Connected World
How a business treats its customers, regardless of their account status, goes a long way toward defining the business' reputation. And, in today's networked world, a disgruntled customer lashing out through social media can have a lasting impact on a… - 01/13/2017

Book Emphasizes Importance of Service Design
The book "Woo, Wow, and Win," published late last year by HarperCollins, is not so much about marketing or sales hooks, as the title might suggest. Instead, it's about service design, meaning how to create a service so it meets both your businesses' … - 01/11/2017

The Cloud Enables Mobile Workforce Management
Workforce management is more critical than ever, but with employees spread out over the country or the world, these solutions have had to go natively mobile. - 01/09/2017

How to Keep Your User's Attention with Online Learning
With so many high-impact distractions, it is sometimes difficult to maintain clear focus on a task. When planning your training session for an employee, therefore, you must be innovative in order to keep your online learner's attention. - 01/09/2017

Does Your Call Center Have the Tools to Succeed?
We hear a lot about how new technologies and tools being offered for call centers are transforming the way companies serve customers. Sure, not having to wade through long menu trees or repeat information to every new agent you speak to is a great ch… - 01/05/2017

Manage Your Workforce Like It's 2017, Not 1995
If you're still managing your workforce like it's 1995, there is no way you're going to be able to please your customer base - or keep your workforce - in 2017. Ensure your workforce management is helping rather than hindering your efforts to support… - 01/04/2017

Ensure Workforce Management is Aligned with Company Goals and Culture
If the workforce management solution is driving employees in a way that doesn't achieve company goals, then the entire organization will be working against itself. - 12/28/2016

Automating Quality Monitoring Makes Contact Center Management Easier
Often, workforce management and quality monitoring rely on sources from different places, such as spreadsheets, call logs, customer surveys or software solutions that aren't integrated so they can't "talk" to one another. - 12/27/2016