Let Workforce Management and Call Recording Work Together to Optimize the Contact Center

By: Tracey E. Schelmetic    8/7/2012

When it comes to call center solutions, it's often true that the power of an integrated solution is greater than the sum of its parts. This is particu…

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Foot Locker Deploys Enterprise Workforce Management Solution for Interactive Customer Service

By: Amanda Ciccatelli    8/1/2012

In order to meet a business's goals, enterprises must rely on workforce management software because without the right tools in place to identify and c…

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LivePerson Launches Text Analytics Solution LP Insights

By: Rachel Ramsey    8/1/2012

Today's online businesses have no shortage of customer data: chat transcripts, e-mails, call recordings, CRM notes, Web analytics, survey data and soc…

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DCR Workforce Named 'Top 100 Human Resource Experts to Follow on Twitter'

By: Anuradha Shukla    7/30/2012

DCR Workforce has made the list of "July 2012 Top 100 Human Resources Experts to Follow on Twitter." This ranking was conducted by Evan Carmichael, a …

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Five Steps to Cost Savings Through Better Schedule Adherence

By: Mae Kowalke    7/23/2012

An unscheduled 10-minute break during a typical eight-hour call center shift doesn't sound costly, but financial implications grow a lot worse when mu…

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Why Call Center Workforce Management and Optimization is Vital to Any Business

By: Steve Anderson    7/23/2012

For those businesses that have call centers in the first place, it seldom takes long to discover that the call center is much, much more important tha…

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Speech Analytics Boost the Power of the Contact Center and Workforce Management

By: Amanda Ciccatelli    7/19/2012

In contact centers these days, workforce management and optimization is key. Contact centers must have the right software to analyze call data in orde…

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ViryaNet Delivers Mobile Workforce Management Solution in Ecuador

By: Anuradha Shukla    7/17/2012

ViryaNet has delivered its mobile workforce management solution to a telecommunications provider in Ecuador.

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NICE Leads the Workforce Management Market

By: Anuradha Shukla    7/10/2012

DMG Consulting has recognized NICE as the global market leader in the contact center workforce management (WFM) market.

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A New Generation of Workforce Management for Today's Call Centers

By: Tracey E. Schelmetic    7/9/2012

If you think about the most expensive part of running a call center, you'll find that labor costs are at the top. This is true across all call centers…

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ARRIS Group Integrates SkyCreek Solution to Improve Workforce Management

By: Rajani Baburajan    7/3/2012

Global communications technology company ARRIS Group announced it has integrated the workforce management solution, WorkAssure system, with SkyCreek's…

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Mobile Workforce Management Gets the Right Person to Job Site on Time

By: Amanda Ciccatelli    7/2/2012

In the utilities sector, a major challenge of local governments and service providers is that they have to manage an offsite workforce who works on a …

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RedPrairie Delivers Workforce Management Solution to South African Retailer

By: Anuradha Shukla    6/25/2012

RedPrairie has delivered a workforce management solution (WFM) to South African retailer Woolworths South Africa. The solution will improve the in-sto…

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Workforce Management Software Improves Business Alignment for Customers

By: Anuradha Shukla    6/25/2012

WorkForce Software is helping customers to further improve business alignment by highlighting the latest iteration of its award-winning EmpCenter work…

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XLScheduler Looking to Expand Its International Reach

By: Rich Steeves    6/19/2012

When it comes to saving money in a call center, sometimes a simple change in workforce management solutions can make a huge difference. Using the righ…

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Abaqus and 1Shop Wireless Launch Mobile Workforce Management Service for T-Mobile

By: Rajani Baburajan    6/18/2012

Abaqus, a provider of cloud-based location and messaging platform for workforce management and asset management, announced partnership with 1Shop Wire…

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Kronos Intros New SMB Workforce Management Suite

By: Madhubanti Rudra    6/18/2012

Kronos Incorporated, a provider of workforce management solutions has expanded its portfolio with the introduction of a new suite of cloud-based workf…

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West Coast Arborists Automates Administrative Reporting with Xora Workforce Management Solution

By: Rajani Baburajan    6/18/2012

Workforce management provider Xora has been selected by West Coast Arborists (WCA), which has been providing urban forestry-management services to mun…

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IFS Aims to Become Leader in Mobile Workforce Management with Metrix Acquisition

By: Rajani Baburajan    6/14/2012

IFS, a public company that develops, supplies, and implements IFS Applications, a component-based extended ERP suite built on SOA technology, announce…

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Private Pipkins Provides Powerful Products

By: Rich Steeves    6/11/2012

As Facebook is finding out recently, there are indeed drawbacks to being a publically held company. In fact, after speaking with Bob Webb, vice presid…

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ClearPath Workforce Management Gives Insight on Labor and Employment Law

By: Rajani Baburajan    6/6/2012

ClearPath Workforce Management, in association with Scherer Smith & Kenny, has recently organized a webinar on labor and employment laws and the pract…

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Croma Picks Kronos Workforce Management Solutions

By: Meenakshi Shankar    6/5/2012

Croma, the electronics Megastore of Tata Enterprise has signed an agreement with Kronos, a company specializing in workforce management solutions that…

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TimeLink to Exhibit Workforce Management Solutions at the OHUG Global Conference

By: Amanda Ciccatelli    6/4/2012

In order to meet the goals of a call center, enterprises must rely on workforce management because without proper workforce management tools to identi…

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Entity Solutions Launches Post-Recruitment Contract Workforce Management Solution in Australia

By: Rajani Baburajan    5/30/2012

Entity Solutions, Australia's leading professional engagement services organization, announced the launch of a Managed Vendor Service (MVS) that provi…

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Workforce Management Success Begins with Quality Assurance

By: Susan J. Campbell    5/29/2012

The customer service levels experienced by your customer base are highly dependent upon the quality assurance measures that exist within your call cen…

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Workforce Management: IFS Acquires Metrix to Create Unified Service Management Solutions

By: Amanda Ciccatelli    5/29/2012

IFS, a global enterprise applications company that provides workforce management services, has signed an agreement with the owners of Metrix LLC to pu…

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ETAdirect Smart Collaboration: New Social Work Force Management Solution

By: Monica Gleberman    5/23/2012

TOA Technologies has released, ETAdirect Smart Collaboration, which is a mobile workforce management solution with integrations of next-generation tec…

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Workforce Management Provider to Hold its AGM Next Month

By: Anuradha Shukla    5/21/2012

The 2012 Annual General Meeting of ClickSoftware Technologies shareholders will be held on June 28 in Israel. All shareholders of record at the close …

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Workforce Management Provider Extends Distribution Network in the GCC

By: Anuradha Shukla    5/21/2012

Kronos is extending its distribution network in the Gulf Cooperation Council (GCC) with a special emphasis on the Arab states of Oman and Qatar. The c…

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Workforce Management Drives Performance Management Success

By: Susan J. Campbell    5/21/2012

What do people, processes and systems all have in common? A lot if they're housed together within the call center. Each of these things needs to work …

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Workforce Management Provider's ETAdirect Now Certified for SAP applications

By: Meenakshi Shankar    5/17/2012

TOA Technologies, a provider of cloud-based mobile workforce management applications for large and medium-sized enterprises, revealed that its ETAdire…

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Monet Software's WFO Solution is the Next Call Center Industry Trend

By: Amanda Ciccatelli    5/16/2012

These days, global provider of Workforce Optimization (WFO) solutions Monet Software is seeing major trends in the call center industry based on marke…

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Cloud-based Workforce Management Software Threatens 'Back Office' Technology

By: Amanda Ciccatelli    5/15/2012

Workforce management (WFM) software is maturing beyond time clocks to incorporate mobile access for improved labor productivity, a new study from Nucl…

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Contact Center Productivity is Biggest Challenge in Workforce Management

By: Anuradha Shukla    5/14/2012

Knowlagent has identified the biggest challenges and opportunities workforce managers face concerning contact center productivity through a survey it …

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WorkForce Software & EmployTouch Introduce Tablet-Based Workforce Management

By: Michelle Amodio    5/9/2012

Workforce management solutions provider WorkForce Software recently linked with EmployTouch to bring workforce management to tablets. EmployTouch is t…

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Monet Unifies Workforce Management and Call Recording

By: Amanda Ciccatelli    5/7/2012

Monet Software's call recording software helps businesses capture voice conversations with their customers. Combined with call center workforce manage…

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Carteret General Hospital Taps Kronos for Workforce Management

By: Rajani Baburajan    4/30/2012

Kronos provides workforce management solutions that enable organizations to effectively manage their workforce and improve efficiencies. Recently the …

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MoCo Offers Signature Capture in Mobilize Workforce Management System

By: Meenakshi Shankar    4/30/2012

MoCo Software Solutions, a company established in 1985 as a mobile phone solutions company, is offering Signature Capture in their Mobilize mobile wor…

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ReportTime to Introduce SaaS Workforce Management Solution

By: Amanda Ciccatelli    4/25/2012

ReportTime, LLC has released the launch of the ReportTime time and attendance workforce management solution, a fully integrated labor management and s…

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Workforce Management Provider Cornerstone OnDemand in Pact with Visier

By: Rajani Baburajan    4/23/2012

Workforce management and analytics solutions help HR organizations make fact-based decisions about their employee-related investments. In this harsh e…

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Survey Shows Recognition Programs Improve Workforce Management

By: Amanda Ciccatelli    4/16/2012

The SHRM/Globoforce semi-annual survey examines the current state of HR leaders' employee engagement and recognition practices and their impact on per…

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Monet Software's Unified WFO Platform Improves Workforce Management

By: Amanda Ciccatelli    4/16/2012

Monet Software, Inc., a provider of cloud-based Workforce Optimization, recently unveiled the availability of Monet Record and Monet Quality, expandin…

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Natural Insight Workforce Management Data Shows Retail Economy Improvement

By: Amanda Ciccatelli    4/12/2012

Private retail technology company specializing in workforce management Natural Insight has shared an update on corporate performance that reflects rec…

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WilcoHess Chooses Workforce Management Solution for Improved Productivity

By: Amanda Ciccatelli    4/10/2012

An operator of more than 400 convenience stores, travel plazas, and restaurants in southeastern U.S., WilcoHess recently selected a workforce manageme…

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Mobile Workforce Management Solution Deployed for Customers Across the Globe

By: Amanda Ciccatelli    4/4/2012

Syclo, a provider of mobile solutions for workforce automation and management, revealed today that the large European utility TMVW implemented its SMA…

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Calabrio Now a Part of Cisco's SolutionsPlus Program

By: Meenakshi Shankar    4/2/2012

Calabrio, a company specializing in enterprise recording and contact center workforce optimization software, expanded its relation with Cisco by becom…

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Call Recording Can Extend the Value of Your Workforce Management Software

By: Amanda Ciccatelli    3/27/2012

The goal of workforce management is to create a more productive work environment through the planning, management tracking and analysis of agent perfo…

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TimeLink to Showcase Workforce Management Innovation at Inforum 2012

By: Rajani Baburajan    3/26/2012

Workforce management has become integral to improve employee efficiency and overall productivity of the business. Nowadays there is a growing trend am…

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Workforce Management Solutions Could Save Your Business during Hard Times

By: Rajani Baburajan    3/19/2012

Workforce management becomes critical for businesses during trying times like the ongoing recession. The need for an effective workforce management ha…

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Tips for Optimizing Workforce Management Platforms

By: Susan J. Campbell    3/19/2012

You know you need to focus on call center scheduling to keep all channels manned at all times. But is it enough to simply provide the right number of …

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