Workforce Management Can Lead to Increased Profits

By: Laura Stotler    4/28/2017

A comprehensive workforce management solution can help businesses reduce costs, operate more efficiently, boost productivity and ultimately increase p…

Read More

Workforce Management Expands to Include Contingent Workforces

By: Tracey E. Schelmetic    4/28/2017

Luckily, many of today's workforce management solutions are already wired for managing contingent labor. WFM can collect a great deal of data, and dat…

Read More

Engage 2017 to Convene Contact Center Expertise and Customer Experience Insights

By: Special Guest    4/24/2017

Engage 2017 will convene many of the world's foremost contact center experts with whom Enghouse Interactive customers can interact with and discuss th…

Read More

The Virtual Call Center's Contribution to Workforce Management

By: Steve Anderson    4/18/2017

A virtual call center can be a big contributor to workforce management, if it's used properly.

Read More

Workforce Management in the Age of the Millennial Worker

By: Tracey E. Schelmetic    4/17/2017

It's critical to remember that Millennials watched their Baby Boomer parents work long hours (often at the expense of their families) and they're not …

Read More

Augmented and Virtual Reality Take Their Place in Workforce Management

By: Tracey E. Schelmetic    4/12/2017

In a recent article for HC Online, Dr. John Burgin, head of digital business, Asia Pacific and Middle East, for Cognizant, outlined how the technologi…

Read More

Bright Future Ahead for Workforce Management

By: Steve Anderson    4/11/2017

Research and Markets releases new report on workforce management, reveals substantial gains likely ahead.

Read More

Managing the Workforce: It's Never Easy to Say Goodbye

By: Stefania Viscusi    4/6/2017

Do you know how to fire people? There's definitely a right and wrong way to do it. Using workforce management tools may even help turn some of those t…

Read More

Flowroute Simplifies Customer Onboarding for CSPs

By: Alicia Young    4/5/2017

Flowroute has launched a new customer onboarding platform to help CSPs simplify and speed up the process.

Read More

Workforce Management Helps Build a Remote Call Center Workforce

By: Tracey E. Schelmetic    4/5/2017

Today's cloud-based workforce management solutions are ideal for remote workers, since they can be deployed widely and used by anyone with Internet ac…

Read More

CJaaS: The Exciting Future of Communication Network Providers

By: Special Guest    4/4/2017

Unlike the last wave of outsourcing that was largely network focused, this one - let's call it "Transformation 2.0" - is centered on Customer Journey …

Read More

A Two-Stage Program to Improve Emergency Response Capabilities

By: ASC Horizons    3/31/2017

Customer service is critical for any contact center, but emergency response organizations face an especially rigorous set of demands and expectations.…

Read More

Workforce Management Challenges and How to Solve Them

By: Tracey E. Schelmetic    3/30/2017

Spreadsheets were once the method of choice for workforce management, and creating these manually required a skilled, numbers-savvy manager who spent …

Read More

Call Centers' Leg Up With Amazon Web Services

By: Steve Anderson    3/29/2017

A new development from Amazon Web Services means a lot more power for call centers, turning to cloud-based systems for extra benefit.

Read More

Caring for Your Workforce: Are You Doing Enough?

By: Stefania Viscusi    3/28/2017

How can you keeping your best employees from quitting? Workforce management tools combined with caring and respect for employees will go a long way in…

Read More

Linc's New Chatbot Means Better Customer Experience

By: Steve Anderson    3/23/2017

Linc's new universal chatbot for voice and digital platforms looks to improve customer service, customer experience, and hopefully, profitability.

Read More

Avaya Honored for Exceptional Customer Service

By: Alicia Young    3/22/2017

Avaya recently received the NorthFace ScoreBoard Award from Omega Management Group for its exceptional customer service.

Read More

Customer Success: A Dash of Data and a Pinch of People

By: Amy Downs    3/21/2017

Data has become the secret sauce for most companies. Businesses now recognize that data drives product development, marketing and sales decisions. Mos…

Read More

The Future is in the Clouds

By: Special Guest    3/21/2017

Call centers have since evolved to become contact centers, and today's customers expect choices in the way they choose to communicate and they expect …

Read More

The Help Desk Learns Workforce Management from the Call Center

By: Tracey E. Schelmetic    3/21/2017

All the things that make a help desk succeed, including adequate staffing, accurate forecasts, intraday management, schedule adherence, and workload t…

Read More

Monet Software WFO Live Wins Innovation Award

By: Stefania Viscusi    3/20/2017

To honor the advancements of Monet Software's work, TMC recently presented the company with a 2017 Workforce Optimization Innovation Award for its WFO…

Read More

Secrets to Making the Case for New HCM Technology

By: Special Guest    3/15/2017

You've done your market research. You've sat though a dozen technology demonstrations. You've followed up with references and combed through countless…

Read More

Tips for Ensuring a Smooth Transition to WFM Software

By: Tracey E. Schelmetic    3/14/2017

Executives are looking for very rapid return on investment - by the end of the week - and get a little nervous when it doesn't happen immediately. Tho…

Read More

Better Customer Relationships Start at the Call Center

By: Stefania Viscusi    3/13/2017

Customer relationships are important for any business today. Finding out how to meet customer needs and beat the competition is the goal. Real time an…

Read More

CUSTOMER Magazine Announces Winners of First Workforce Optimization Innovation Awards

By: TMC    3/10/2017

Several overarching technology trends - including cloud computing, a growing demand for single-vendor contact center solutions, increased attention to…

Read More

WFM: Continuous Improvement with Quality Monitoring

By: Stefania Viscusi    3/9/2017

Workforce management tools are vital to the success of a call center today. Are you doing enough to improve quality monitoring? Here are some tips for…

Read More

Setting the Right Tone: Why Customer Success Starts in Sales

By: Special Guest    3/9/2017

People don't like being sold to in the traditional sense, and they don't respond well to overt sales pitches. Generic, overblown messages simply don't…

Read More

Analytics Provide a Boost to Human Contact Center Agents

By: Tracey E. Schelmetic    3/8/2017

Increasingly, speech analytics can help with workforce management by determining which agents are the best choices to handle certain calls.

Read More

Zenmonics Customers Bank on Omnichannel CX

By: Paula Bernier    3/3/2017

A company called Zenmonics announced earlier this week that two financial institutions have recently come aboard its channelUNITED customer service pl…

Read More

Study Finds Growth in Workforce Management Tech in the UK

By: Tracey E. Schelmetic    3/3/2017

The study found that there has been a strong increase in usage of workforce management technology in the past year. Since the beginning of 2016, respo…

Read More

Overusing Customers' Names Feels Like Forced Sincerity

By: Tracey E. Schelmetic    2/28/2017

It's up to call center management to understand that quality of service shouldn't be sacrificed for time. An agent asking a customer how he/she liked …

Read More

Recipients of the 2017 CUSTOMER Products of the Year Award Announced

By: TMC    2/24/2017

TMC, a global, integrated media company helping clients build communities in print, in person and online, announced today the winners of the 2017 CUST…

Read More

Workforce Management Market Set to Grow

By: Tracey E. Schelmetic    2/23/2017

There is evidence that many organizations are finding that modern workforce management solutions are the answer to the over- or under-staffing problem…

Read More

Understand Your Business Better: Take a Walk in the Contact Center

By: Tracey E. Schelmetic    2/23/2017

Decision makers often have too little insight into their products, services and customers to make smart decisions or engage in meaningful workforce ma…

Read More

Contact Center Solutions Are a Bridge between Agents and Customers

By: Tracey E. Schelmetic    2/16/2017

It's call center management's job to ensure that agents have the right tools to service customers in a way that delights those customers. Without upda…

Read More

Seeing Beyond the Customer Loyalty Illusion

By: Special Guest    2/15/2017

Traditional customer loyalty programs are costing organizations significantly more and delivering significantly less than they used to. With 78 percen…

Read More

AI, CX, Emotional Intelligence & Love

By: Paula Bernier    2/14/2017

There's a lot of talk about emotional intelligence in customer service these days. And now artificial intelligence can help businesses better understa…

Read More

Forecasting is a Critical Element of Workforce Management

By: Tracey E. Schelmetic    2/13/2017

Many workforce management solutions today specialize in creating accurate forecasts. Buyers of WFM solutions should ensure that any tool they're evalu…

Read More

Five Must-Have Sales Management Tools

By: Peg E. Ventricelli    2/9/2017

Top-notch sales execution is critical to maintaining an edge in today's highly competitive business environment. Consequently, sales leaders' No. 1 pr…

Read More

Workforce Management Delivers Value Where It Counts Most

By: Tracey E. Schelmetic    2/7/2017

With WFM, the appropriate data is automatically collected and delivered so you always know how you're doing. Being able to track metrics is an importa…

Read More

Improving Productivity and Efficiency in the Contact Center

By: Tracey E. Schelmetic    2/6/2017

Efficiency and productivity are the two most important elements of successful call center management. Neither will be easy to maintain: no red light f…

Read More

Contact Center Agents are the Biggest Influencers of All

By: Tracey E. Schelmetic    2/1/2017

Without supporting technologies such as workforce management, updated and easy-to-find databases of information, easy-to-navigate desktops and the pow…

Read More

The Changing Role of the HR Department

By: Laura Stotler    1/31/2017

The human resources (HR) department is set to undergo some big changes in 2017, driven by worker demands, a globalized workforce and technology advanc…

Read More

Tech in the Workplace: Millennials or Baby Boomers?

By: Stefania Viscusi    1/26/2017

Managing the workforce is no easy task. Then add to it the fact that millennials and baby boomers are butting heads in their work environments, and WF…

Read More

Increasing Efficiency and Reducing Costs with Workforce Management

By: Tracey E. Schelmetic    1/24/2017

One of the best benefits of workforce management is the elimination of unexpected call volume spikes, which cost companies customer goodwill and agent…

Read More

Make the Call Center Experience as Pleasant as Possible for Your Customers

By: Special Guest    1/24/2017

Right now, call centers are the human face of your business and customer support is critical to maintaining a good reputation for your brand. It's oft…

Read More

Ximble Workforce Optimization Suite Launched

By: Frank Griffin    1/19/2017

Nimble Software Systems just launched its Ximble suite of cloud based workforce optimization applications for small and medium sized businesses.

Read More

Value Existing Customers As Much As New Customers

By: Tracey E. Schelmetic    1/17/2017

Apathetic agents will not make customers feel special, nor will agents who don't seem to be able to answer questions with a high degree of confidence.…

Read More

Reputation Management and CRM in a Connected World

By: Special Guest    1/13/2017

How a business treats its customers, regardless of their account status, goes a long way toward defining the business' reputation. And, in today's net…

Read More

Book Emphasizes Importance of Service Design

By: Paula Bernier    1/11/2017

The book "Woo, Wow, and Win," published late last year by HarperCollins, is not so much about marketing or sales hooks, as the title might suggest. In…

Read More