customer

CUSTOMER NEWS

With the Right Workforce Management Solution, Call Center Scheduling is Easy

By: Susan J. Campbell    11/17/2011

The average call center has a significant list of things to accomplish on any given day. Even with a large and skilled team of agents, the workload ca…

Read More

Key Drivers for Rapid ROI on Workforce Management Solutions

By: Susan J. Campbell    11/17/2011

You've likely heard all the benefits a workforce management software platform can deliver within your contact center environment, but how can you be s…

Read More

Workforce Management Helps to Identify Trends and Respond to Fluctuations in Call Volume

By: Susan J. Campbell    11/10/2011

With all the technological innovations emerging in the call center space to streamline interactions and keep costs down, one challenge that continues …

Read More

Research Firm States More Organizations Including Call Centers are Implementing Workforce Management Solutions

By: Jamie Epstein    11/8/2011

Today, Nucleus Research, a provider of investigative, case-based technology research and advisory services released the updated Technology Value Matri…

Read More

Should You Leverage Workforce Management in the Cloud?

By: Susan J. Campbell    11/3/2011

Workforce management is a popular implementation in the call center to help streamline forecasting and scheduling activities. Without a clear understa…

Read More

Let Delivery Companies and More Make Your Relocation Better

By: Special Guest    10/28/2011

If your boss has recently asked you to relocate to another country for your job, you probably don't know how to feel. You might be honored that your b…

Read More

Getting the Most out of Your Workforce Management Solution

By: Chris DiMarco    10/17/2011

If you have any amount of experience in the call center space, then you've realized that without a proper workforce management solution, it is nearly …

Read More

Why You Should Care about Real-time Contact Center Schedule Adherence

By: Linda Dobel    10/14/2011

When you admit that things seldom go as planned, even with the best contact center workforce management software, it's not being negative, it's being …

Read More

Mindjet Announces Next Generation Collaboration Software for Work Management

By: Rajani Baburajan    10/6/2011

Mindjet, a provider of collaborative work management solutions, announced the release of Mindjet MindManager 2012 Professional for Windows, the latest…

Read More

Monet Tweet Tips for Workforce Management Success

By: Chris DiMarco    10/3/2011

Workforce management in the call center space is always a challenge, and since staffing is generally the largest overhead a company will face, it's mi…

Read More

The Social Enterprise Demands Workforce Management in the Call Center

By: Susan J. Campbell    9/23/2011

The movement toward the Social Enterprise is set to be led by salesforce.com. The company announced at the Dreamforce conference that this next step t…

Read More

Migrate to a Flexible Shift Model to Drive Effective Workforce Management

By: Susan J. Campbell    9/14/2011

Have you motivated your call center team today? Have you helped to create excitement about a campaign? Are your agents excited about showing up for wo…

Read More

Adding Channels Increases the Need for Forecasting

By: Chris DiMarco    9/8/2011

The channels a contact centers manages have expanded dramatically since the 80's when the telephone was king-adding email, instant messages and SMS al…

Read More

Call Center Abandon Rates: What the Metric Means

By: David Sims    9/8/2011

Monet Software has been posting some good info about call center metrics, how to use them to set goals, what they mean, exactly.

Read More

Managing Shrinkage in the Modern Call Center

By: Tracey E. Schelmetic    8/24/2011

The call center of today is very different from the call center of 30 years ago. For starters, companies are more likely to use the term "contact cent…

Read More

How Not to Be Intimated When Selecting Workforce Management Solutions

By: Linda Dobel    8/19/2011

Contact center managers know that as Murphy's Law would have it, two of the most critical elements in the center--human resources and service levels--…

Read More

Workforce Management Forecasting Solutions Turn Assumptions into Educated Guesses

By: Chris DiMarco    8/8/2011

Making assumptions can land you in hot water in any situation. But add some intelligence to what would otherwise be an assumption and you end up with …

Read More

Web-Based Communication Tools Good for Call Center Collaboration

By: David Sims    8/4/2011

If you're looking for a way to make your call center workforce's schedules more flexible to better address fluctuating call volumes, you might want to…

Read More

Workforce Management Tools Help with Schedule Adherence

By: Susan J. Campbell    7/28/2011

The dynamics within the call center make it an exciting and challenging environment. Call center managers are charged with developing accurate forecas…

Read More

Ten Ways to Improve Call Center Employee Motivation

By: David Sims    7/28/2011

Monet Software runs one of the better industry blogs for call centers out there, and now they have a post up about employee motivation.

Read More

The Basics of Workforce Management Explained by Monet Software

By: David Sims    7/22/2011

According to a recent post on the Monet Software blog, Workforce management in a call center is "the art and science of having the right number of emp…

Read More

Peoplefluent Unveils Mobile Talent Management Suite

By: Rajani Baburajan    7/14/2011

Peoplefluent, a provider of mobile and software-as-a-service (SaaS) suite solutions for Talent Management, Vendor Management and Workforce Compliance …

Read More

PayrollManager Express Announces Partnership with ADI Time

By: Deepika Mala    7/13/2011

PayrollManager Express, a full-service payroll provider offering outsourcing services to small to mid-sized businesses throughout North America, has s…

Read More

The Details of Workforce Management

By: Chris DiMarco    7/5/2011

We've discussed in general terms what workforce management programs are capable of within a business, but the details of workforce management are what…

Read More

Shrinkage Addressed with Workforce Management Software

By: Chris DiMarco    6/30/2011

Getting a handle on periods of inefficiency within a call center is a paramount concern in the industry. Every minute that one of your agents is unava…

Read More

Portugal Telecom Benefits from ClickSoftware Workforce Management

By: Susan J. Campbell    6/23/2011

Automated workforce management and optimized solutions provider, ClickSoftware Technologies is celebrating a new customer success. Portugal Telecom, a…

Read More

Pipkin Workforce Management Brings Focus Back to Workforce Management

By: Chris DiMarco    6/20/2011

It's rare these days that you find a call center software company that's totally devoted to providing workforce management utilities. Given that just …

Read More

Honeywell Finalizes Offer to Buy EMS Technologies

By: David Sims    6/17/2011

Officials of Honeywell have announced the signing of an agreement to acquire EMS Technologies, which sells connectivity tools for mobile networking, r…

Read More

Ultimate Software Releases UtiliPro HCM Spring Edition

By: David Sims    6/9/2011

Ultimate Software, a vendor of unified human capital management SaaS products for global businesses, has announced the Spring 2011 release of UltiPro …

Read More

Why Smart Call Centers Use Workforce Management

By: David Sims    6/9/2011

Have you noticed that call center configurations are increasingly complex, what with multiple locations and time zones, more demanding customer intera…

Read More

Workforce Management Helps to Create a Solid Performance Plan for the Call Center

By: Susan J. Campbell    6/2/2011

How motivated is your workforce? It is not enough for your call center agents to know what is expected of them. Yes, there are certain tasks they need…

Read More

Workforce Management Software Trumps Spreadsheet Scheduling

By: Chris DiMarco    5/31/2011

For small and medium sized call centers, utilizing workforce management software is often prohibitively expensive. Frequently, this means that call ce…

Read More

Workforce Management Proves Effective in Protecting Top Talent

By: Susan J. Campbell    5/25/2011

How do you keep good talent on your team? This is a question for any manager with quality employees. If an individual is good at his or her job, it is…

Read More

SilkRoad Technology Partners With HireRight

By: Mandira Srivastava    5/24/2011

To enhance screening of applicants seeking employment in various industries and regions, SilkRoad Technology, Inc., a provider of talent management so…

Read More

Improve Agent Adherence and Improve your Customer Service Operation

By: Chris DiMarco    5/17/2011

The ultimate goal of a workforce management program is to ensure that your call center operation is consistently filled with the best available agents…

Read More

Explore the Potential in Schedule Adherence: Free Webinar

By: Susan J. Campbell    5/11/2011

There are a number of different challenges that exist for managers in the call center space. While it may be easy to assume that the biggest challenge…

Read More

Monet Webinar Addresses Adherence in the Call Center

By: Chris DiMarco    5/10/2011

Adherence needs to be constantly monitored to ensure the maximum efficiency in your call center operation. Adherence compares the planned activity lev…

Read More

Workforce Management Essential to Combating Seasonal Call Center Peaks

By: Chris DiMarco    4/27/2011

The challenge of managing a workforce is of major concern in a business where the absence of one agent can botch the flow of your entire operation. Th…

Read More

Workforce Management Drives Effective Scheduling for Optimal Call Center Performance

By: Susan J. Campbell    4/19/2011

Call center staffing is a challenging task for any call center leader as there are many elements to juggle to present a schedule that adheres to proje…

Read More

Workforce Management: An Essential Tool for the Small Call Center

By: Susan J. Campbell    4/14/2011

Companies that rely on call centers to produce revenues, address customer issues and manage all outside interactions place a lot of responsibility on …

Read More

Hosted Workforce Management Solutions are Nothing to Be Scared of

By: Chris DiMarco    4/7/2011

Everyone in a call center management position understands that even though there is a lot of technology involved in running a successful communication…

Read More

Is On-Premise or Cloud Call Center Software the Way to Go?

By: David Sims    4/1/2011

We know: You want to compare the cloud-based versions of call center software with the on-premise model to see how the different models stack up in te…

Read More

OpenConnect Unveils Comprehend Business Process Intelligence and Analytics Software

By: Anil Sharma    3/22/2011

OpenConnect, a major player in business process intelligence and analytics software and services, has unveiled Comprehend 6, business software allowin…

Read More

Top 25 KPIs of 2010 Draws from Workforce Management

By: Susan J. Campbell    3/15/2011

smartKPIs.com has announced that Talent Development, Recruitment and Human Resources (HR) Efficiency and Effectiveness dominate the "Top 25 KPIs of 20…

Read More

Monet Software Offers Tips for Call Center Scheduling

By: Susan J. Campbell    3/11/2011

Call center scheduling - it is perhaps one of the most stressful of all the call center manager's tasks, and yet it is also one of the most important.…

Read More

Workforce Management Solutions Help to Align Proper Forecasting and Scheduling

By: Susan J. Campbell    3/3/2011

Effectively managing the workforce is a tall order in the contact center as many different variables have to align correctly to achieve success. The g…

Read More

Ohio Food Chain Adopts Workforce Management Software to Improve Employee Scheduling

By: Beecher Tuttle    2/28/2011

Workforce management software is quickly becoming a must-have solution for businesses with complex labor needs, including those that employ a large nu…

Read More

Comparing Cloud vs. On Premise for Workforce Management Software

By: David Sims    2/24/2011

A recent study from Monet Software compares the cloud-based and the on premise software model, illustrating "how the different models would impact the…

Read More

API Healthcare Synergy Now Available to Streamline Workforce Management

By: Susan J. Campbell    2/16/2011

API Healthcare has announced the release of API Healthcare Synergy. This comprehensive, fully integrated single-platform workforce management solution…

Read More

Aberdeen Publishes Study Report on Trends Followed in Workforce Management

By: Shamila Janakiraman    2/11/2011

Aberdeen Group announced that its Service Management team has published its 2011 report on Field Service 2011: Key Trends in Workforce Management.

Read More