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CUSTOMER NEWS

How to Keep Quality Employees

By: Susan J. Campbell    10/27/2014

If you had to examine your current call center and point to the biggest drains on resources, would turnover make the list? It's not uncommon for call …

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Smartsheet Work Management Seeks to Show How Businesses Operate

By: Casey Houser    10/21/2014

There is a lot of focus on business technologies that can improve employee collaboration. One segment of that technology that is rarely discussed, how…

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Modern Workforce Management Helps Predict the Future - Sort Of

By: Tracey E. Schelmetic    10/21/2014

Forecasting is a science, and it will never be right all the time. (Witness the weather forecast.) The trick is to use a mix of past behavior - one of…

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The Cost of Poor Customer Satisfaction

By: Tracey E. Schelmetic    10/15/2014

Most companies today strive to offer excellence in customer service. They may have it on a goals list, and they may discuss the idea at every meeting.…

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Workforce Management is a Must, But Should it Come From the Cloud?

By: Susan J. Campbell    10/13/2014

The amount of information available in the market that supports the benefits of the workforce management solution makes it an easy sell for those in t…

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Young Call Center Workers Encouraged To Finish Studies

By: Michelle Amodio    10/8/2014

When it comes to the call center workforce, completing studies is key to continued success. While that may seem like an obvious statement, the trend i…

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Call Centers Restrict Their Potential with Manual Workforce Management Processes

By: Tracey E. Schelmetic    10/6/2014

We like to think that the contact center is a pretty automated place. After all, software solutions to make customers' (and agents') lives easier have…

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Survey Measures Workplace Distractions

By: David Delony    9/30/2014

As long as people still work, they'll always find ways to avoid actually doing their work. The Human Capital Institute (HCI) has released another vers…

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Can Middle Managers Prove an Innovation Gold Mine?

By: Steve Anderson    9/29/2014

While the middle manager of today's office is commonly regarded as something of a slow-witted villain drunk on his or her own inflated sense of self-i…

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Going Beyond the Basics to Make the Most of Workforce Management

By: Tracey E. Schelmetic    9/24/2014

According to Ciarlo, a good workforce management solution can also help in the area management discipline, allowing managers and executives to conduct…

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Brokerage Firm to Sell Portfolio of Seven Workforce Management Patents

By: Casey Houser    9/22/2014

The company will be approaching potential buyers to explain the benefits the portfolio can provide for their individual companies. Following bids rece…

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Effective Quality Monitoring Depends on Training and Employee Expectations

By: Casey Houser    9/17/2014

Call center management, among its many other responsibilities, is tasked with monitoring operations and employees. This can manifest in activities suc…

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Workforce Management Solutions Can Lighten the Load for Call Center Managers

By: Laura Stotler    9/17/2014

Many of today's WFM solutions offer mobile apps, enabling managers to step away from the office and still be apprised of activity. Sometimes a few min…

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Why Workforce Management is Good for the Back Office

By: Susan J. Campbell    9/9/2014

At the same time, if they have to wait in the queue too long to talk to a live agent, they may hang up and call the competition. Without a robust work…

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Superior Call Center Management Means Being Both Proactive and Reactive

By: Tracey E. Schelmetic    9/9/2014

This is also a person who uses a meeting planner schedule to set meetings for times when he or she is confident that call center coverage is acceptabl…

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Consider Extending Workforce Management to Back-Office Functions for Improved Efficiency

By: Tracey E. Schelmetic    9/4/2014

By using a cloud-based solution, companies can keep upfront costs down and configure the solution to the precise parameters they require. Organization…

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Why the Helpdesk Needs Workforce Management

By: Susan J. Campbell    9/3/2014

At the end of the day, all the customer cares about is quick resolution to the issue that spurred the call in the first place. If a workforce manageme…

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Using Real-time Management for Call Center Insight

By: Michelle Amodio    8/28/2014

Excellent customer service, employee satisfaction, enthusiasm and office organization are all desirable characteristics of a company. To achieve the a…

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Intra-day WFM Enables Real-time Decision Making

By: Michelle Amodio    8/28/2014

Irrespective of the size of the contact center, workforce management is a challenge. In addition to making the right technology decision to help manag…

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Top 8 Things to Consider When Evaluating a Cloud Contact Center Provider

By: Susan J. Campbell    8/19/2014

With all the buzz surrounding the cloud contact center, chances are you've considered the possibilities for your own environment. Like with any change…

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Hosted vs. Cloud: Evaluating Contact Center Solution Delivery

By: Tracey E. Schelmetic    8/18/2014

Experts advise that companies understand their needs and wants before they go shopping so they can determine what works best for them. There are those…

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Comprehensive Report Shows Positive Trends in Employee Engagement

By: Christopher Mohr    8/13/2014

Quantum Workplace recently released a report on employee engagement that shows improvement in employee engagement across the U.S. The detailed report …

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How the Employee Handbook Can Improve Workforce Management

By: Susan J. Campbell    8/12/2014

While the employee handbook won't prevent all issues that could occur with employees, it does help set the expectations you have for tone, attitude an…

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Employee Engagement Begins and Ends with Call Center Management

By: Tracey E. Schelmetic    8/11/2014

In the end, employees who feel that they have more control over their jobs and a bigger stake in personally contributing to the company's success, wil…

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Workforce Management Solutions Provider Hosts Events to Address WFM Trends and Challenges

By: Tracey E. Schelmetic    8/5/2014

While the essential function of workforce management in the contact center hasn't changed much in recent decades - the goal is still to make the most …

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Why Workforce Management Should Focus on Happy Agents

By: Susan J. Campbell    8/4/2014

What does it take to create happy agents in the call center environment? Is it more money, better hours or the promise that they never have to deal wi…

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Process Improvements in the Contact Center Require Embracing Innovation

By: Tracey E. Schelmetic    7/31/2014

Most organizations seem to know instinctively that innovation is the lifeblood of a successful business. Various studies have found that as many as 90…

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Worldwide Utilities Mobile Field Force Management Software, 2014 Vendor Assessment: Latest from IDC

By: Meenakshi Shankar    7/29/2014

IDC Energy Insights, the research wing of International Data Corporation (IDC), a global provider of market intelligence, advisory services, and event…

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Monet's Ciarlo Offers Advice on How to Recognize the True Cloud

By: Paula Bernier    7/22/2014

That's frustrating to both Monet, which Ciarlo says has dedicated a lot of time, effort, and expense to provide a true cloud solution, and to organiza…

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The Importance of Scheduling Employee Collaboration in the Contact Center

By: Tracey E. Schelmetic    7/21/2014

Breaks are critical not only to take the pressure off employees, but also to allow them to communicate with coworkers, sharing knowledge and experienc…

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Checking the Health of Your Workforce Management System

By: Mae Kowalke    7/15/2014

Workforce management solutions are used to track and influence all activities of productive employees. This type of system focuses on optimizing every…

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Consider Deemphasizing Average Handle Time in Favor of First-Call Resolution

By: Tracey E. Schelmetic    7/15/2014

While nearly all contact centers chase some kind of metrics - average handle time (AHT) being the most popular - as customers have become more demandi…

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Employee Satisfaction Improvements Lead to Double Customer Satisfaction Improvements

By: Tracey E. Schelmetic    7/9/2014

There is a trend in workplaces today that most Americans can relate to. Companies, faced with shrinking profit margins, are continuing a push on their…

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Skills Gap in Dubai Leads to New Tips for Recruiters in Workforce Management

By: Steve Anderson    7/8/2014

The more the business can cement the philosophy that "we're all in this together," so to speak, the more likely that said business will find the peopl…

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Making the Most of Mobile Workforce Management

By: Special Guest    7/2/2014

More and more in today's work environment, employees do not need to stay at their desk to be effective at their job. The ability for individuals to wo…

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The Cloud Eliminates the Burdens of Performance Management and Leaves Only the Benefits

By: Tracey E. Schelmetic    7/1/2014

The cloud has revolutionized most contact center processes today, from telephony to workforce management to analytics. But there is no area that has b…

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Why Workforce Management Should Focus on Agent Satisfaction

By: Susan J. Campbell    7/1/2014

Do you have happy agents? In the contact center industry, there is often much focus placed on the satisfaction of the customer base while the agent di…

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Companies Can Boost Employee Engagement by Offering Flexible Working Environments

By: Tracey E. Schelmetic    6/26/2014

Do you hate work? If you're an American, you're in good company with most of your fellow compatriots.

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Natural Insight Selected by InStore Group

By: Rahul Arora    6/24/2014

Natural Insight, a provider of cloud-based workforce management software, recently announced that its solution has been selected by The InStore Group,…

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Contact Center Workforce Management Goes Mobile

By: Tracey E. Schelmetic    6/24/2014

Bring Your Own Device (BYOD) is a strong component of today's workforce. Employees are using their own smartphones and tablets to engage in work activ…

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Is It Time for a Contact Center Workforce Management Health Check?

By: Tracey E. Schelmetic    6/16/2014

There is a strong disconnect between how well companies think they are servicing customers and how well they actually are. Many companies are often st…

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Cloud-based Workforce Management Eliminates the Upgrade Headaches of Premises-Based Solutions

By: Tracey E. Schelmetic    6/16/2014

Using a cloud-based solution, contact centers can completely sidestep these expensive upgrades. The nature of the cloud-based solutions means that upd…

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Better Workforce Management with Improved Scheduling

By: CustomerZone360 Staff    6/12/2014

Contact centers have another problem that exacerbates this: extremely high turnover. While the average annual turnover for a contact center is about 3…

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Building a Stronger Contact Center with Robust Performance Management

By: Tracey E. Schelmetic    6/10/2014

Most contact centers engage in some kind of performance management system. Often, it comes in the form of using the center's call recording solution t…

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Customer Experience: Contact Center Vital Stop in Customer Journey as Voice of Your Brand

By: Steve Brubaker    6/5/2014

The final paragraph in the article talks about the importance of employee engagement for customer experience professionals. I couldn't agree more. A h…

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Strategies to Optimize Workforce Management

By: Susan J. Campbell    6/3/2014

Managing the workforce is one of those must-have activities in the call center that can either make or break your success. That may mean you simply la…

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Strategies to Optimize Workforce Management

By: Susan J. Campbell    6/3/2014

Managing the workforce is one of those must-have activities in the call center that can either make or break your success. That may mean you simply la…

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How Workforce Management Can Improve Employee Motivation

By: Tracey E. Schelmetic    6/3/2014

Workforce management can do a lot of things for a company. It can ensure that realistic schedules are created and adhered to, ensuring that the contac…

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Workforce Management A Big Problem for Government

By: Steve Anderson    5/30/2014

The government isn't exactly the first place that's considered when looking for models of efficiency, and even when it looks to do the right thing, th…

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SaaShr Gives Resellers New Tools to Take On SMB Market

By: Steve Anderson    5/30/2014

There's a projected hours mechanism that allows for easier tracking of labor costs and projected overtime, if needed, as well as integration with comp…

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