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CUSTOMER NEWS

Monet WFO Live Excels in Performance, Named 2014 Product of the Year

By: Susan J. Campbell    4/22/2014

Developing a product that meets the needs of the target market is a great first step to a company's success. What really sets it apart from the compet…

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Understanding Your Impact on Customer Experience

By: Alisen Downey    4/22/2014

These days, "customer experience" is not just a buzzword-it's a significant part of most companies' business plans. With many markets maturing and bec…

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Exony Makes the Customer Experience Smarter

By: Alisen Downey    4/22/2014

The contact center is a rapidly changing environment and, as means of communication become more diversified, branching out with antiquated and complex…

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What is Customer Experience?

By: Alisen Downey    4/22/2014

Whether it happens in a brick-and-mortar store, online, on the phone with a call center agent, or through SMS, the customer experience has become a mu…

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Three Crucial Takeaways from the Target Data Breach

By: Steve Brubaker    4/16/2014

Target's follies, however, cast a spotlight on broader business lessons that can be learned, serving as a reminder of the extreme importance of excell…

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To Improve Processes and Make Customers Happy, Try Quality Monitoring in Your Workforce Management Strategy

By: Susan J. Campbell    4/15/2014

How do you know that each and every one of your customers is enjoying a quality experience when engaging with your brand? You likely have specific con…

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Centralized Administration of Workforce Optimization Helps Unify the Contact Center Function

By: Tracey E. Schelmetic    4/15/2014

The contact center of any organization has a lot of potential. It can help improve customer relationships, win over new customers, please and retain e…

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More Businesses Should Think Redeployment and Not Layoffs

By: Mae Kowalke    4/14/2014

Employees no longer perform the same job their entire career, let alone stay with the same company all of their working lives. The business of busines…

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Understanding Agents' Feelings is a Critical Part of Workforce Management

By: Tracey E. Schelmetic    4/9/2014

The job of a contact center manager can feel a bit like juggling. Managers are in charge of ensuring that key performance indicators (KPIs) and servic…

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SaaShr Introduces New Referral Program for Benefits Industry

By: Jyothi Shanbhag    4/4/2014

SaaShr, a provider of software as a service (SaaS)-based workforce management platform, has started a new referral program for companies that sell gro…

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Call Recording and Quality Management Can Help You Replicate Top Agent Behaviors

By: Tracey E. Schelmetic    4/3/2014

Is your contact center made up of the very best agents? In your dreams, perhaps. While every call center has a couple of ringers managers wish they co…

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Inefficient Contact Center Scheduling Could Be Costing Small Centers $50,000 Each Year

By: Tracey E. Schelmetic    4/3/2014

As with most industries, in the contact center, labor is the number one cost. It's estimated that between 60 and 80 percent of ongoing call center exp…

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Taking the 'Big Brother' Fears Out of Workforce Management Solutions

By: Tracey E. Schelmetic    3/27/2014

In companies that haven't been using a workforce management solution, scheduling is often accomplished via spreadsheets and a mix of proprietary "tric…

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"Closing the Loop" In Call Center Training Requires Regular Monitoring and Follow-up

By: Tracey E. Schelmetic    3/27/2014

There are many forms training can take. It can be any combination of classroom-based training, day-long seminars, training by professional third parti…

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The Cloud Makes Workforce Management Easier

By: Mae Kowalke    3/20/2014

This ease of use inherent in cloud design also should be a factor when evaluating software solutions. When the choice is between an on-premise solutio…

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What Do Your Key Performance Indicators Say About Your Call Center?

By: Michelle Amodio    3/20/2014

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

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Effective Quality Monitoring Starts with a Definition

By: Tracey E. Schelmetic    3/18/2014

Most contact centers today engage in some kind of quality monitoring. If you ask them what this consists of, however, you're likely to get a broad ran…

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theCOMMSapp Launches theEMPLOYEEapp to Engage Workforces

By: Michael Guta    3/17/2014

Bring your own device (BYOD) initiatives, which are now being adopted by organizations, allow employees to communicate more effectively by making ever…

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Working to Win: How Gamification Can Improve Performance at Work

By: Steve Anderson    3/13/2014

Every company has within it, some jobs that most would rather not do. Often, the lowest-paid, highest-turnover positions are found here. Things like c…

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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…

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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 …

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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…

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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…

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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…

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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…

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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 …

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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, …

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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.

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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…

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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…

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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…

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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…

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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…

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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…

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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 …

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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…

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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…

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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…

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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…

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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…

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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…

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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…

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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…

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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…

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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…

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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…

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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…

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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…

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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…

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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…

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