customer

CUSTOMER NEWS

PCI Compliance in the Contact Center Means Making Changes to Call Recording

By: Tracey E. Schelmetic    3/12/2014

It's not necessary to store the credit card information in the call recordings, after all. Since these recordings are used for training and evaluation…

Read More

Call Recording Offers Boost to Workforce Management

By: Steve Anderson    3/12/2014

While there's a large amount of benefit associated with call recording, there's also a substantial potential for misuse of such recordings-one of the …

Read More

Which Contact Center Applications Are Best Suited for the Cloud?

By: Tracey E. Schelmetic    3/11/2014

Slowly, large enterprise contact centers have also been venturing into the cloud. Even though they generally have the resources for large on-site impl…

Read More

Selling Workforce Management Purchases to the Executive Layer

By: Tracey E. Schelmetic    3/11/2014

While running a contact center on a day-to-day basis is far from easy - it requires juggling a number of balls - from agent hiring and training, to un…

Read More

Workforce Management Improves Operations Before, During and After a Shift

By: Tracey E. Schelmetic    3/6/2014

While most organizations today are aware that their contact centers ought to be becoming "centers of excellence" or places where customer experience m…

Read More

ScheduleSoft Announces Availability of Its Cloud-based Workforce Management Solution

By: Deepika Mala    3/5/2014

In today's competitive marketplace, it's important for organizations to have real-time visibility into how efficient their labor deployment is-both in…

Read More

The Hidden Benefits of Workforce Management: Task Automation

By: Tracey E. Schelmetic    3/5/2014

Today's workforce management solutions allow for automated vacation requests that can be granted based on a number of factors, including seniority or …

Read More

Effective Big Data Usage Can Improve the Workforce Management Function

By: Tracey E. Schelmetic    3/5/2014

The era of "big data" is upon us, and companies are addressing in different ways. Smart companies are using analytics to crunch all this information, …

Read More

Aspect Software Partner TantaComm to Launch TantaComm Manage, Powered by Aspect Workforce Management

By: Mandira Srivastava    3/4/2014

TantaComm Manage, a workforce management suite that is powered by Aspect Workforce Management, has been released by Aspect Software and TantaComm.

Read More

Getting Your Employees to Commit to Customer Service

By: Special Guest    2/28/2014

It's a business no-brainer that happy employees make happy customers. But how do you get happy employees that deliver the best possible customer servi…

Read More

Workforce Management: Simple Solutions, Not Simple Analysis

By: Mae Kowalke    2/24/2014

By analyzing data in an integrated WFO tool, a manager can reference what processes allowed some agents to have lower talk time while meeting their qu…

Read More

Better Call Center Management Could Have Saved Obamacare a Lot of Headaches

By: Mae Kowalke    2/24/2014

With a lot of confusion around the change in healthcare, the contact center has become the front line for many U.S. citizens trying to make sense of t…

Read More

Fieldglass Scores High for Workforce Management

By: Madhubanti Rudra    2/21/2014

Fieldglass is reportedly the largest and most geographically adopted solution evaluated in The Forrester Wave. Used by customers in 101 countries, and…

Read More

Using Historical Data in Call Forecasting Requires Understanding History

By: Tracey E. Schelmetic    2/21/2014

It's therefore important to differentiate between historical events that are likely to be repeated - a regular holiday, a sale, a new product or servi…

Read More

Wheelings & Dealings: ClickSoftware Acquisition of Xora Will Create Mobile Workforce Management Powerhouse

By: Tracey E. Schelmetic    2/20/2014

While workforce management solutions have been with us for decades, recent years have seen these solutions running to catch up with the modern workfor…

Read More

Consider Quality over Quantity in Measuring Contact Center KPIs

By: Tracey E. Schelmetic    2/18/2014

Going into the twenty-first century, as companies realize that quality needs to be the first goal in order to retain existing customers and boost the …

Read More

Cloud-based Workforce Management Is the Best of All Worlds for Small Non-profit Contact Centers

By: Tracey E. Schelmetic    2/18/2014

The truth is that today's cloud-based workforce optimization solutions, which don't require much capital outlay up front (unlike premise-based solutio…

Read More

Will Workforce Management Finally Go Mobile This Year?

By: Tracey E. Schelmetic    2/14/2014

Companies already looking to trim costs envision adding an extra half-hour, potentially of overtime, to all employees' time cards, particularly if the…

Read More

How Can Workforce Management Improve Performance?

By: Susan J. Campbell    2/12/2014

How does your contact center flow on a daily basis? Do your agents show up on time? Are they ready for the work day when they arrive? Do they know wha…

Read More

Helping Employees through the Transition of New Workforce Management Solutions

By: Tracey E. Schelmetic    2/7/2014

While the company may be choosing a new workforce management solution to build in better adherence, more precise forecasting or to free up managers fr…

Read More

Workforce Management - to Update or Upgrade?

By: Susan J. Campbell    2/5/2014

Finally, are you struggling to achieve your customer service initiatives? Are you finding that new programs put in place fall short? If your workforce…

Read More

4 Tips to Improve Call Center Scheduling

By: Susan J. Campbell    2/4/2014

Scheduling for the typical workday is a challenging task, even in the calmest of environments. The unexpected can happen and leave you unprepared; cus…

Read More

Why Call Recording is Useless without Quality Monitoring

By: Susan J. Campbell    1/31/2014

For years, contact centers have relied on call recording for a number of different reasons, not the least of which those industries where call recordi…

Read More

Does Workforce Management Really Make a Difference?

By: Susan J. Campbell    1/31/2014

Regardless of the organization or the industry, Monet's WFM Live brings workforce management to a different level in that it not only drives optimizat…

Read More

Is Workplace Relevance in Danger of Extinction?

By: Emad Rizkalla    1/30/2014

Working in the technology industry means change is always your friend. If you don't like change, then this industry will devour you. When I meet colle…

Read More

What 2014 Might Bring the Workforce Management Function

By: Tracey E. Schelmetic    1/30/2014

While we've run many articles on the trends and predictions for 2014 for the overall contact center, we haven't offered any previews on the specific c…

Read More

Calibration of Quality Monitoring is Essential for Proper Workforce Management

By: Tracey E. Schelmetic    1/27/2014

While this represents a great leap forward for contact center quality monitoring, it still has inherent faults. In a large contact center, different m…

Read More

The Importance of Scheduling Lunch and Breaks into Call Center Operations

By: Tracey E. Schelmetic    1/24/2014

As contact centers strive to improve the customer experience in order to differentiate themselves from the competition, many of them are missing the f…

Read More

WFMSG's New Community WFM Ready for General Delivery

By: Nathesh    1/24/2014

The Workforce Management Software Group, Inc., (WFMSG) a developer and provider of the Community workforce management solution, stated that the newest…

Read More

Organizations Benefit from Dedicated Workforce Management Solutions with Next-Gen Technologies

By: Paula Bernier    1/23/2014

Most businesses are not benefitting from dedicated workforce management systems and new technologies like smartphones and tablets, according to the ne…

Read More

Xora Adds Mileage Manager Feature to its StreetSmart Workforce Management Tool

By: Shamila Janakiraman    1/23/2014

Xora, a company specializing in mobile workforce management solutions, enhanced its Xora StreetSmart workforce management solution by adding the Milea…

Read More

Workforce Management Becomes Critical for Public Sector Employees

By: Tracey E. Schelmetic    1/22/2014

As the workforce becomes more mobile, solutions that can scale across mobile devices and platforms will also become necessary. Together with analytics…

Read More

How Are These Trends Affecting Your Workforce Management?

By: Susan J. Campbell    1/20/2014

Effectively managing the workforce can be a challenging task in any industry. Correctly matching schedules to availability of staff and demand of the …

Read More

A Happy Workforce Gets More Days Off

By: Stefania Viscusi    1/13/2014

Today's workforce has changed dynamically from the days of piece work and the when office workers were tethered to their computer and headset.

Read More

The Disconnect Between Front-Line Agents and Call Center Management

By: Tracey E. Schelmetic    1/13/2014

If you believe that the purpose of the contact center's existence is to delight, retain and win customers, then you need to communicate this fact to t…

Read More

How Millennials Are Already Changing Workforce Management

By: Mae Kowalke    1/10/2014

So businesses need to recognize that the Millennial generation is big and definitely will bring changes to how employees are managed. Businesses need …

Read More

2014 Will Be the Year of Meeting Customer Expectations

By: Tracey E. Schelmetic    1/9/2014

While this may be bad news for companies with marginal customer service, it represents opportunities for more gung-ho companies. Forrester notes that …

Read More

Wheelings & Dealings: Sageview Invests in Reflexis Systems

By: Rahul Arora    1/9/2014

Reflexis Systems, Inc., a company that provides real-time execution and workforce management solutions, recently announced that Sageview Capital LP, a…

Read More

Investing in Your Contact Center Agents is Investing in Your Customers

By: Tracey E. Schelmetic    1/9/2014

And while gamification has been shown to work effectively, contact centers need to remember the basics, as well. Ensure that agent desktops are easy t…

Read More

Workforce Management Made Easier with Gamification

By: Tracey E. Schelmetic    1/9/2014

In plain English, gamified learning or business applications are simply more fun than other methods. They allow the agents to strive, to compete and t…

Read More

Good Workforce Management in the Contact Center is About Much More Than Scheduling

By: Tracey E. Schelmetic    1/3/2014

For this reason, communicating goals, methods and challenges to employees is critical. If employees don't understand the goals and how the company pla…

Read More

Call Quality Scoring Built into Workforce Optimization Can Turbocharge Performance Evaluation

By: Tracey E. Schelmetic    12/30/2013

Most contact centers use call recording as a critical element of agent performance evaluation. The idea is that at review time, managers can listen to…

Read More

The Home Agent Model Can Benefit Quality and Boost Service Levels While Keeping Costs Low

By: Tracey E. Schelmetic    12/26/2013

U.S. companies are at a crossroads when it comes to customer support. The offshore outsourcing of previous decades - a business model that was promise…

Read More

Boosting Quality and Reducing Costs By Putting Workforce Optimization in the Cloud

By: Tracey E. Schelmetic    12/26/2013

Contact centers have been around for a long time, dating back to the late 1950s. The idea of "workforce management," in those early decades, would see…

Read More

Outdated Call Recording Solutions Create More Problems than Benefits

By: Tracey E. Schelmetic    12/19/2013

If you run a call center operation of nearly any size, from just a few agents to hundreds or even thousands, you probably use call recording software.…

Read More

It's The Holidays: Your Customers Expect Some Basic Gifts from You

By: Tracey E. Schelmetic    12/18/2013

Since it's the season for wishing, chances are pretty good that many customers are wishing for better customer service. Since it's also the season for…

Read More

Why Call Center Management Needs Cloud Computing

By: Susan J. Campbell    12/11/2013

As Unified Communications is gaining momentum in the corporate environment, call center management already relying on cloud computing and VoIP phone s…

Read More

Monet Software Launches Workforce Management Resource

By: CustomerZone360 News    12/9/2013

Workforce Management Resource is designed for decision-makers from contact centers seeking information regarding effective workforce management soluti…

Read More

Call Center Management: Getting the Most Out of Your Tools

By: Michelle Amodio    12/6/2013

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

Read More

How to Gracefully Handle a Challenging Customer Call

By: Michelle Amodio    12/5/2013

As a call center manager, using tools like a workforce management solution can help in these instances. Monet Software's Workforce Management offering…

Read More