Workforce Management Offers Significant Benefits to Government Agencies

By: Tracey E. Schelmetic    8/8/2016

By Tracey E. Schelmetic Once upon a time, "workforce management software" was essentially synonymous with "payroll." Companies' payroll departments w…

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Apple Makes Big Moves Toward Pay Equity in Workforce Management

By: Steve Anderson    8/5/2016

It might seem like a foregone conclusion that people doing the same job get the same pay, barring some of the standard reasons like merit raises, unus…

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Wise Guy Reports Study Illustrates Workforce Management Software Market to 2021

By: Steve Anderson    8/1/2016

For those wondering what the market will look like in workforce management for the next few years, a new report from Wise Guy Reports is set to provid…

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Planning for a Workforce of Millennial Employees

By: Tracey E. Schelmetic    7/27/2016

If you run a contact center, chances are good you've already got some experience managing younger workers from the so-called "Millennial" generation. …

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Workforce Management Market Expected to See Strong Growth

By: Susan J. Campbell    7/25/2016

The variables to manage inside the typical contact center tend to focus on processes, key strategic service delivery goals and human management. The a…

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How to Transition Your Business to be Customer-centric

By: Amy Downs    7/22/2016

One of the most fascinating phenomena in corporate cultures far and wide is the extent to which we all forget that we're in this for the customer. In …

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Take Your Workforce Management to the Next Level with Workforce Optimization

By: Susan J. Campbell    7/20/2016

The individuals that are charged with caring for your customers have a lot to do throughout the day. At the same time, you have a lot of expectations …

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Is it Multichannel, or is it Omnichannel?

By: Tracey E. Schelmetic    7/19/2016

"We're omnichannel. We have lots of channels." In the customer support industry today, "omnichannel" is an important buzzword. In many quarters, it h…

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Why Your Workforce Management Strategy Needs to be Future Proof

By: Susan J. Campbell    7/13/2016

Has any other generation gotten as much attention as millennials? The Baby Boomers sure did drive much of the conversation for years, but marketers do…

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More 'Big Data' Analytics Are Being Used for People-Related Processes

By: Tracey E. Schelmetic    7/12/2016

Many companies have been using analytics for years - even before the term "big data" became popular - but traditionally, data crunching to improve eff…

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Optimizing Workforce Management for Medical Contact Centers

By: Tracey E. Schelmetic    7/7/2016

Most contact centers are in the business of dealing with people, whether it's customers of retail goods, insurance or financial services customers, or…

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BenchmarkPortal CEO Talks Value of Analysis, Benchmarking

By: Paula Bernier    7/7/2016

The advancement in analytics is astounding, says Bruce Belfiore, but selling analytics solutions into contact centers can be a challenge because it re…

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ShoreTel's Knight Tells Story of Transformation

By: Paula Bernier    7/6/2016

ShoreTel was at Call Center Week in Las Vegas talking about how hybrid cloud communications are really coming together, how the company is now offerin…

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Jacada Bridges the Contact Center-Website Divide

By: Paula Bernier    7/6/2016

Jacada has seen crazy strong adoption for its Visual IVR solution, and now it's introducing a solution called SalesEngage that bridges the gap between…

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4 Easy Ways to Drive Customer Experience

By: Susan J. Campbell    7/6/2016

The ultimate goal is to achieve the improve customer experience that helps set you apart from the competition. Workforce management is a great tool to…

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EvolveIP Reveals Contact Center Survey Results, Talks Cloud

By: Paula Bernier    7/5/2016

This week in Las Vegas, EvolveIP was promoting its new study about the call center. It looked at the status of cloud-based contact center adoption and…

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Knoah Solutions Goes Near-Shore, Ensures Agent Optimization

By: Paula Bernier    7/5/2016

Knoah Solutions was in Las Vegas this week talking about its new operations in Honduras and its new KnoahsARK 360 solution.

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Jabra: We're More Than a Headset Company

By: Paula Bernier    7/5/2016

Jabra is more than a headset company. If offers a higher level of service and aims to transform people's lives with the power of sound.

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Mediu Practice Helps Businesses Get Strategic With Customer Service

By: Paula Bernier    7/5/2016

Mediu was in Las Vegas this week talking about its new CX Enablement practice. It delivers professional services that go beyond just installing call c…

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ThinQ Brings Least Cost Routing to Toll-Free Numbers

By: Paula Bernier    7/1/2016

Call centers, competitive local exchange carriers, enterprises, and VoIP providers are among the kinds of customers to which ThinQ caters. It works wi…

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CallMiner Revs Up Its Engine, Helps CX Industry Learn & Share

By: Paula Bernier    6/30/2016

At Call Center Week, CallMiner, which provides speech analytics for call centers, revealed a new and improved speech recognition engine. The company p…

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It's All About Omni-channel to Enhance the Customer Experience

By: Peter Bernstein    6/30/2016

One of the more interesting developments in the customer experience (CX) solutions space the past few years has been what I would describe as a confus…

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Etech Helps Customers Take Action, Better Address Quality

By: Paula Bernier    6/30/2016

There's a lot of talk about big data these days. But data doesn't amount to a hill of beans if you don't act on it. That's why Etech Global Services g…

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3CLogic CCO Discusses the Importance of APIs, Integration

By: Paula Bernier    6/30/2016

As Chief Customer Officer Robert Killory explained in a meeting with me today in Las Vegas, release 6.0 of the 3CLogic contact center solution can be …

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Addressing the Most Common WFM-Related Challenges in the Contact Center

By: Tracey E. Schelmetic    6/29/2016

Beyond keeping track of average handle time, managers using modern workforce management can keep a careful eye on a number of other quality metrics. T…

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Why Even Restaurants Need an Omnichannel Approach

By: Susan J. Campbell    6/28/2016

This is a case of this particular restaurant using just one channel to service its customers: the traditional telephone. The restaurant owners, in thi…

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Four Ways to Improve Your Customer Service

By: Drew Hendricks    6/22/2016

Improvements in customer service ultimately require a focus on your audience and making sure their needs are met. Use these tips to improve your custo…

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Why Killing the Spreadsheet is Key to Improving Visibility

By: Susan J. Campbell    6/21/2016

Workforce management helps to streamline those activities that take considerable manual hours to complete. It no longer requires a significant upfront…

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Call Center Agents Transition to Service Professionals

By: Tracey E. Schelmetic    6/21/2016

What agents will value, however, is more potential to excel in their jobs and benefit from their efforts. Employee engagement is much higher among emp…

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Streamlining Workforce Management Solutions to Save Time

By: Tracey E. Schelmetic    6/16/2016

If it's a goal for your organization to help your customer-facing employees spend more time with customers and less time interacting with outdated wor…

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5 Ways to Show You Are Appreciative of Your Employees

By: Lindsey Patterson    6/16/2016

Showing an appreciation for your employees can go a long way in helping your company succeed. For starters, it can create more cohesiveness in the wor…

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Government Agencies Benefit from Automated Workforce Management

By: Tracey E. Schelmetic    6/10/2016

It's a general rule that the larger the workforce is, the more complex managing it becomes. Employees often have competing needs, and trying to manage…

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Contact Center Show Season Offers Opportunities to Gain New Ideas

By: Tracey E. Schelmetic    6/9/2016

The good news is that it is contact center industry trade show season, and some of the latest and greatest contact center enablement technologies will…

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Alorica Establishes Stock Purchase Agreement with Expert Global Solutions

By: Steve Anderson    6/6/2016

Alorica's acquisition of EGS should help drive that improvement in customer experience by offering better means to tell what works and what doesn't, a…

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Salesforce to Buy Ecommerce Platform Provider Demandware for $2.8B

By: Paula Bernier    6/6/2016

CRM giant Salesforce last week announced plans to acquire ecommerce platform provider Demandware for $2.8 billion. The deal is expected to close by th…

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Read This Before Buying Another Sales Tool!

By: Peg E. Ventricelli    6/2/2016

Every sales organization wants to close more deals. Toward that end, today's businesses have tapped into technologies that help salespeople to be more…

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Automation Was a Hot Topic at the Recent ICMI Event

By: Tracey E. Schelmetic    6/2/2016

At the recent ICMI Contact Center Demo and Conference in Long Beach, Calif., thousands of contact center industry professionals gathered to discuss wh…

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Agent Performance: Why Cultural Change is a Must

By: Susan J. Campbell    6/1/2016

In a recent conversation about unnecessary phrases, a friend pointed out how annoyed she gets when companies tout they have made a positive change. He…

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Front and Center: Successful Companies Empower Their Frontline

By: Amy Downs    6/1/2016

For instance, our frontline team recently came up with the idea of sending a small token of appreciation to customers who, for whatever reason, have h…

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A Better Customer Experience Could Be a Few Genesys AppFoundry Tools Away

By: Steve Anderson    5/25/2016

Genesys AppFoundry is a complete app store, an online marketplace geared specifically toward customer experience solutions. The AppFoundry contains to…

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Don't Let Contact Center Rules Squash the Initiative of High Performing Employees

By: Tracey E. Schelmetic    5/24/2016

While every organization and industry is different, when it comes to high-performing employees, there are shared characteristics. High performing empl…

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HR Tech Busts and Musts in 2016

By: Lindsey Patterson    5/23/2016

HR is one of the fields that is undergoing a technological transformation. Businesses are being faced with a whole range of new employee-focused syste…

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CSPs Partner with Metaswitch & Telax to Deliver Contact Center Solutions

By: Paula Bernier    5/19/2016

Working with Telax helped FairPoint Communications deliver contact center solutions far faster than it would have been able to do alone, added Chris A…

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Understanding How the Workplace Communicates Today

By: Tracey E. Schelmetic    5/18/2016

The study authors emphasize that one size will never fit all. Depending on a particular use case or situation, and a company's needs - does communicat…

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Top 10 Features You Should Consider In HR Software

By: Special Guest    5/16/2016

But, choosing HR software can be a difficult task. There are lots of things you need to look out for. Below are the top ten features you should consid…

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Replace Field Service WFM with Newer, Mobile-Focused Solutions

By: Tracey E. Schelmetic    5/13/2016

While the goal is ultimately to make better use of field service personnel's time, a great secondary goal includes improved customer satisfaction: by …

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Pindrop Study Shows Spike in Call Center Fraud

By: Casey Houser    5/11/2016

Pindrop found in its 2016 Call Center Fraud Report that the number of phone fraud attacks in the U.K. and U.S. has grown by 45 percent between 2013 an…

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New Report: Few Contact Centers Adequately Address Omni-Lingual Support

By: Paula Bernier    5/11/2016

Contact centers are ill prepared to meet the rising tide of non-primary language requirements, according to a new report by The International Customer…

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Michael's Gets a Leg Up on Workforce Management

By: Steve Anderson    5/10/2016

Considering, these days, how many laws there are around the use of employees, it must be a welcome development to have a tool specifically geared towa…

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Today's Workforce Optimization Enables More Personalized Coaching for Millennial Contact Center Employees

By: Tracey E. Schelmetic    5/6/2016

While everyone seems to have an opinion on today's younger members of the workforce - the so-called "millennial" generation, what's really important i…

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