Kwik-FIT Implements NICE IEX Workforce Management System in Partnership with Sinclair Voicenet

By: Madhubanti Rudra    4/1/2013

A NICE platinum partner and NICE Master Distributor, Sinclair Voicenet will implement NICE IEX Workforce Management system at one of the Kwik-Fit Fina…

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Use a Call Center Scheduling Solution for Agent Adherence

By: Michelle Amodio    4/1/2013

No matter what industry you work in, if you're a manager, keeping on top of employees' schedules can be a bit of an undertaking, particularly in an en…

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Two Approaches to Multichannel Agent Skilling in Today's Contact Center

By: Tracey E. Schelmetic    4/1/2013

In today's contact center, customers continue to prefer the telephone over all other possible communications media: about 75 percent of the time, when…

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It Takes Both Art and Science to Staff a Call Center

By: Susan J. Campbell    3/26/2013

It sounds easy enough - staffing the call center to meet the needs of the organization. The challenge, however, is that needs and volume can change in…

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BROWZ Introduces Web-Based Learning Management System

By: Anuradha Shukla    3/25/2013

A new offering from BROWZ promises to remove the labor intensive tasks related to providing classroom-style training to contractors at the employee le…

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BROWZ Introduces Web-Based Learning Management System

By: Anuradha Shukla    3/25/2013

A new offering from BROWZ promises to remove labor-intensive tasks related to providing classroom-style training to contractors at the employee level.…

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Innovation Works Provides Seed Investment to Kextil

By: Anuradha Shukla    3/21/2013

Innovation Works has provided seed funding to support continued development of the Kextil software suite and the rollout of new customers. Kextil is t…

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Agent Shift Swapping Beneficial for Call Center Scheduling

By: Michelle Amodio    3/21/2013

There are a few headaches when it comes to managing an efficient call center. With so much to keep tabs on, from operational strategies, financial obj…

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Call Center Scheduling Made Easy

By: Susan J. Campbell    3/13/2013

The color-coded dashboard goes a long way toward simplifying information capture in a variety of environments. In the call center, it can serve as a p…

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A Look Inside Monet Metrics

By: Susan J. Campbell    3/12/2013

The intelligence needed in the call center is greater than the brainpower of its employees. Today's call center must also have intelligent solutions t…

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Workforce Management Solutions Provider TEAM Software Partners with Intellum

By: Rajani Baburajan    3/12/2013

Intellum, a provider of cloud-based learning solutions, has formed partnership with TEAM Software, a provider of integrated financial, operations and …

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Why Call Center Management Benefits from Call Recording

By: Susan J. Campbell    3/6/2013

Customer interactions can play a large part in satisfaction. Whether that satisfaction is on the part of the customer, the agent or the company, the i…

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WFM Live Streamlines Call Center Scheduling

By: Susan J. Campbell    3/4/2013

The call center is the perfect dance of call volume, agent availability and productive interactions - at least that is the goal for every call center …

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Ventana Research Educates Organizations About Human Capital Analytics

By: Anuradha Shukla    3/4/2013

Ventana Research is set to educate organizations on human capital analytics through a new benchmark research that will provide readers with a broad-ba…

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Workforce Management: It's for More than Telephone Calls

By: Tracey E. Schelmetic    2/27/2013

There's a reason why call centers today seldom use that appellation anymore. Instead, they are more likely to be called "contact centers," and for ver…

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Digital Dispatcher Improves Efficiency for Field Service

By: Anuradha Shukla    2/25/2013

Digital Dispatcher has enhanced efficiency for field service and delivery businesses with the release of a new multi-tool mobile field workforce manag…

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Brendan Courtney Appointed President and CEO of Parallon's Workforce Management Unit

By: Anuradha Shukla    2/19/2013

Brendan Courtney has joined as president and CEO of Parallon Business Solutions' Workforce Management Solutions business unit. Today, Parallon Busines…

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Switching to an Online Workforce Management System Increases Scheduling Efficiency

By: Susan J. Campbell    2/19/2013

Moving from a manual call center scheduling system to one that is managed online can be a daunting change. You may have a certain way you like to sche…

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Monet Software Recognized for Cloud-based Call Center Workforce Optimization Solution

By: Amanda Ciccatelli    2/13/2013

We live in an increasingly mobile society, so the pressure to deliver outstanding customer experience goes far beyond the standard live call with an a…

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SaaShr Expands Workforce Management Platform for SMB Market

By: Rajani Baburajan    2/13/2013

SaaShr, a provider of software as a service (SaaS)-based workforce management platform, is now offering enterprise-level applications to the small and…

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Manage Your Workforce from the Cloud

By: Robbie Pleasant    2/11/2013

I've written before about the benefits of workforce management (WFM) software, as well as the benefits of the cloud. So it's only natural that using t…

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Schedule Call Center Agents with Ease

By: Robbie Pleasant    2/5/2013

Call centers can make or break the customer experience. So what can make or break a call center? Workforce management, of course. A good WFM solution …

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Streamlining Call Center Resolutions with Workforce Optimization

By: Tracey E. Schelmetic    2/4/2013

While you may be struggling to keep up with your own New Year's resolutions (they seem so distant now, and you may be at the point where you'll scream…

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Workforce Management - Think You Can Still Do Manual?

By: Susan J. Campbell    1/28/2013

Scheduling for anticipated volume in the call center is one of the tasks the call center manager cannot escape, yet it is also one of those tasks that…

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TOA Technologies' ETADirect Receives Industry Accolade for Helping Advance Europe's Ambitious Smart Meter Initiative

By: Madhubanti Rudra    1/28/2013

Smart meters can go a long way to prevent energy wastage at residential and commercial buildings. But, not every property owner is willing to let a ut…

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ViryaNet Mobile Workforce Management Solution Provides More Efficiency and Flexibility

By: Amanda Ciccatelli    1/24/2013

Companies with mobile workforces have found that mobile workforce management solutions add critical support to business strategies, and the growth of …

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Manage Your Workforce Affordably

By: Robbie Pleasant    1/22/2013

There are some who worry about investing in workforce management software. They might wonder, "Does it provide enough benefits to compensate for its c…

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Verint Intros Customer Advisory Council to Enable Enterprise Workforce Optimization

By: Rajani Baburajan    1/14/2013

Verint Systems is a provider of enterprise intelligence solutions like scheduling and workforce optimization software. The company is well known for i…

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Google Coordinate Promises to Streamline Workforce Management

By: Susan J. Campbell    1/14/2013

Managing the workforce inside the customer service center is a challenge that many managers would rather set aside. Proper forecasting for anticipated…

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Joe Olson Joins as VP of Enterprise Workforce Management at Empower Software Solutions

By: Rajani Baburajan    1/11/2013

Empower Software Solutions, a provider of workforce management solutions, has announced the appointment Joe Olson to the position of executive vice pr…

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Amadeus Implements Reflexis Workforce Management Solution

By: Rajani Baburajan    1/10/2013

Reflexis provides workforce management/task execution solutions that enable retailers to align store labor/activities to corporate goals and instituti…

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NOVAtime Boosts its Workforce Management Solution

By: Anuradha Shukla    1/2/2013

The enhanced NOVAtime 4000 Time and Attendance/Workforce Management solution is now supporting an Automated Time Distribution feature. NOVAtime Techno…

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Verint Intros Enhancements to 360 Workforce Optimization Software

By: Rajani Baburajan    12/27/2012

Verint Systems, a provider of Actionable Intelligence solutions and value-added services for call center scheduling, has upgraded its Impact 360 Workf…

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How Workforce Management Drives Customer Satisfaction

By: Susan J. Campbell    12/27/2012

The workforce within the customer service division of a company is the most important asset as these individuals manage channels, drive customer inter…

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Verint Targets Operational Excellence with Enhancements to Workforce Optimization Software

By: Amanda Ciccatelli    12/19/2012

In contact center environments, it can be a challenge to identify the cause of issues quickly, especially those issues that result in decreased perfor…

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Evolv and the Wharton School Collaborate to Advance Workforce Management Understanding

By: Amanda Ciccatelli    12/18/2012

These days, workforce management software offers call centers actionable intelligence in preparing staff levels on a daily basis. Generally, workforce…

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Kronos Drives Workforce Management to the Cloud

By: Amanda Ciccatelli    12/12/2012

The cloud is a hot topic these days, leaving many IT decision makers wondering whether the benefits are really worth the transition or if on-premises …

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Call Forecasting Stimulation Makes Workforce Management Efficient During the Holidays

By: Amanda Ciccatelli    12/10/2012

Call Forecasting Stimulation Makes Workforce Management Efficient During the Holidays Whether you run a call center in a small business or an enterp…

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Collaboration Technologies are Top Priority for Workforce Managers

By: Mae Kowalke    12/10/2012

New technology brings much promise for workforce management, whether the cloud, mobility, collaboration technologies or Facebook. But, companies are o…

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CliIntel's Process Optimization Solution Powers ARRIS Workforce Management Suite

By: Rajani Baburajan    12/6/2012

CliIntel, a company specializing in data analytics solutions, has recently signed an agreement with workforce management solutions provider ARRIS Grou…

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Centralized Call Recording Benefits Today's Distributed Call Center Models

By: Tracey E. Schelmetic    12/3/2012

Increasingly, a call center is less about a physical location and more about a concept. Many companies are finding values with distributed call center…

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Intellum and Valiant WFM Solutions to Deliver Integrated Learning Management Solution

By: Amanda Ciccatelli    11/29/2012

Businesses come in all shapes and sizes. Some operate in diversified areas, while others operate in miniature geographical areas. These factors all co…

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ADP's Workforce Management Outsourcing Solution Surpasses 1,000 Clients

By: Rajani Baburajan    11/26/2012

ADP, a provider of workforce management solutions, has achieved a significant milestone. The company has won more than 1,000 clients for ADP Workforce…

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Flowfinity Streamlines Workforce Management for Cinematronix

By: Anuradha Shukla    11/20/2012

Flowfinity software has streamlined workforce management for Cinematronix, the largest provider of cinema equipment and services in Canada. Cinematron…

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Flowfinity's Updated Mobile Workforce Management Solution Improves Customer Service

By: Amanda Ciccatelli    11/15/2012

These days, mobile workforce management software has moved far beyond dispatching and field updates, and now requires everyone in the workforce to com…

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Kronos Workforce Tablet Makes Workforce Management More Efficient in Real-Time

By: Amanda Ciccatelli    11/12/2012

As we enter the post-PC era, the rapid adoption of tablets by consumers is reshaping the computer hardware and software industry. This "consumerizatio…

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Utopy Intros Contact Center WFO Driven by Interaction Analytics

By: Amanda Ciccatelli    11/7/2012

Unless your call center consists of one person, you must manage your organizational goals through a workforce of employees. If that workforce is not m…

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Embracing Workforce Management to Support the Mobile Workforce

By: Susan J. Campbell    11/6/2012

A focus in customer service has long been meeting customers where they are, whether that means physically arriving in their building or understanding …

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Integrating Call Recording with Workforce Optimization Improves Customer Experience

By: Amanda Ciccatelli    10/31/2012

Today, workforce optimization (WFO) helps companies improve the efficiency and effectiveness of customer interactions by capturing those interactions …

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Workforce Management: Why Software is Vital for Contact Centers

By: Michelle Amodio    10/29/2012

Contact centers are rather busy places. These facilities are the hub of client and customer contact, and rely on various mediums to reach out to said …

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