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Contact Center Workforce Management

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ALSO CALLED: WFM, Job Scheduling
DEFINITION: The balancing of work factors, such as optimal staff levels, anticipated workloads, campaign timetables, resource availability and technological capability, all while considering elements such as agent preferences and unexpected absences.
Contact Center Workforce Management Multimedia (View All Report Types)
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Avoiding Common Pitfalls of Evaluating and Implementing DCIM Solutions
sponsored by Schneider Electric
PODCAST: Tune into this podcast to discover how you can avoid 3 common pitfalls for DCIM software implementation. Access now to gain practical guidance for how to ensure the success of your DCIM strategy.
Posted: 09 May 2016 | Premiered: May 9, 2016

Schneider Electric

Bimodal IT Best Practices
sponsored by SearchCIO.com
VIRTUAL ENVIRONMENT: Bimodal IT is an approach in which a company operates two tiers of IT management -- one focused on "keeping the lights on" and the other focused on experimentation and speed to drive business goals. This Classroom explores emerging best practices around bimodal IT.
Posted: 17 Feb 2016 | Premiered: 16 Feb 2016

TOPICS:  IT Management
SearchCIO.com

Building a Solid Foundation for Service Management
sponsored by ServiceNow
VIDEO: In this webcast, Andy Garrett, Head of IT Service Development at Travis Perkins Plc, explains how they modernized their ITSM strategy. Tune in to discover the key factors that set them up for success.
Posted: 01 Mar 2016 | Premiered: 24 Nov 2015

ServiceNow

Building Engaging Content Experiences: A CIO Webinar
sponsored by Box
WEBCAST: Discover in this webinar how to build engaging content experiences in your custom apps, as Mike Schwartz, Platform Product Marketing at Box, will help you reimagine your enterprise content sharing. Tune in now to learn about content PaaS, and boost user experience engagement while overcoming compliance obstacles.
Posted: 25 Apr 2016 | Premiered: Apr 25, 2016

Box

Calling All CIOs: Why It's Time to Rethink Branch IT
sponsored by Riverbed Technology, Inc.
WEBCAST: Branch IT is not an afterthought. Learn how to boost ROBO performance with less branch IT and lower costs.
Posted: 02 Dec 2015 | Premiered: Dec 2, 2015

TOPICS:  IT Management
Riverbed Technology, Inc.

Case Study Video: Red Funnel
sponsored by Mitel Networks Limited
WEBCAST: In this brief video, learn how Red Funnel adapted to customer desires to communicate with them across social, SMS, and more. Discover the technology they leveraged to get the job done, and the benefits they experienced as a result, including: increased staff productivity, a 16% decrease in customer complaints, and more.
Posted: 13 Apr 2016 | Premiered: Apr 7, 2016

Mitel Networks Limited

Case Study: Empowering Customers with an Omni-Channel Contact Center
sponsored by Dimension Data
VIDEO: Explore how Reliance Securities leveraged integrated, omni-channel contact center tools that help them become more agile, responsive, and make better use of their agents' skills. Discover how this transition let them use the same number of agents to engage with more customers – without compromising customer satisfaction.
Posted: 03 May 2016 | Premiered: 15 Dec 2015

Dimension Data

Case Study: Healthcare Company Goes 100% Cloud
sponsored by Dimension Data
VIDEO: In this brief video, learn how an integrated healthcare company completely migrated to a hybrid cloud environment for a more flexible, dynamic, efficient data center.
Posted: 03 Mar 2015 | Premiered: 17 Dec 2014

Dimension Data

Assessment Tool: Understanding the Economics of Cyberdefense
sponsored by Juniper Networks, Inc.
WEBCAST: How should you balance the four spend areas in cyberdefense? Calculate investment levels with RAND's interactive tool.
Posted: 08 Sep 2015 | Premiered: Sep 8, 2015

TOPICS:  IT Management
Juniper Networks, Inc.

Automating Resource Monitoring with Robot/CONSOLE
sponsored by Help/Systems
WEBCAST: Using Robot/CONSOLE, we’ll show you how you can streamline your run book, eliminate manual tasks, and make your operations team more responsive to your critical business processes. Watch this FREE 30-minute Webcast and learn how Robot/CONSOLE can solve the headaches of resource monitoring.
Posted: 28 Apr 2010 | Premiered: Apr 28, 2010

Help/Systems

Be a Superhero: Use Application & Infrastructure Visibility to Gain Competitive Advantage
sponsored by IBM
VIRTUAL TRADESHOW: Access this resource to learn how to optimize operations, performance, analytics, automation and delivery of your IT services in today's complex on-premise, hybrid and cloud environments. You'll be able to select from a wide array of content in different media formats to help you make smarter decisions now and for your organization's future.
Posted: 27 Oct 2014 | Premiered: Oct 27, 2014

IBM

Be a Superhero: Use Application & Infrastructure Visibility to Gain Competitive Advantage
sponsored by IBM
VIRTUAL ENVIRONMENT: Access this resource to learn how IBM can help you with the Operations, Performance, Analytics, Automation and Delivery of your IT services in today's complex on-prem, hybrid and cloud environments. You'll be access a wide array of content in different media format to help you make smarter decisions now and for your organization's future.
Posted: 28 Oct 2014 | Premiered: 28 Oct 2014

IBM

BMC Cloud Lifecycle Management
sponsored by BMC-Accenture
WEBCAST: Most cloud platforms are pretty good at one thing, but still try to do everything else. Access this exclusive resource to learn about an integrated, enterprise-class cloud environment that lets you deliver configurable cloud services from a service catalog and self-service portal, get more efficient administrative control, and much more!
Posted: 31 Aug 2011 | Premiered: Aug 31, 2011

BMC-Accenture

BSR Podcast: Obamacare, the Cloud's impact and more
sponsored by CA Technologies.
PODCAST: Today's businesses depend on IT to deliver competitive advantage and superior user experiences, and with business service reliability, you can do just that. But how do you leverage this concept to not only ensure application availability, but end-to-end service reliability? Tune in to this podcast and find out.
Posted: 09 Jan 2014 | Premiered: Nov 20, 2013

CA Technologies.

Build the Intelligent, Integrated Enterprise
sponsored by Red Hat
WEBCAST: Watch this webcast to learn how to keep up with the ever-changing consumer demands for new and improved products and services. Discover technologies that can help you build an agile, responsive IT infrastructure so you're able to scale to changing needs and make more strategic business decisions.
Posted: 20 Apr 2012 | Premiered: Apr 20, 2012

Red Hat

Building Strong Client Relationships in North East Scotland and the UK
sponsored by Autotask Corporation
VIDEO: This brief video covers a solution that can integrate all of your internal systems and how that can help your business.
Posted: 30 Jan 2014 | Premiered: 30 Jan 2014

Autotask Corporation

Business Process Management and Enterprise Architecture for Better Business Outcomes
sponsored by IBM
WEBCAST: This webcast explores how WebSphere and IBM Rational work together to help businesses achieve strategic objectives with reduced risk and cost and also for translating business vision and strategy into architectural change.
Posted: 16 Jun 2010 | Premiered: Jun 24, 2010, 12:00 EDT (16:00 GMT)

IBM

Butterfly Effect: HCI Has Even Bigger Benefits Than You See
sponsored by Riverbed Technology, Inc.
WEBCAST: Learn how ROBO hyperconvergence creates hidden productivity and cost benefits in ways that aren't obvious at first.
Posted: 02 Dec 2015 | Premiered: Dec 2, 2015

TOPICS:  IT Management
Riverbed Technology, Inc.

BYOD Initiative and Workforce Mobility with the VMware Mobile Secure Workforce Solution
sponsored by VMware
WEBCAST: This exclusive webcast examines an enterprise mobility solution for simplifying IT control and keeping your workforce mobile.
Posted: 17 Oct 2013 | Premiered: Oct 17, 2013

VMware

CA Clarity Project and Portfolio Management
sponsored by CA Technologies.
PRODUCT DEMO: Watch this in-depth product demo to learn how CA Clarity works. This project and portfolio management solution enables users to view all projects, programs, services, assets, and applications in a collection of portfolios.
Posted: 31 Mar 2010 | Premiered: 30 Mar 2010

CA Technologies.

CA eHealth Performance Manager Demo
sponsored by CA Technologies.
PRODUCT DEMO: Download this demo to learn how you can proactively monitor performance of data and voice networks, physical and virtual systems, environmentals, databases and client/server applications across IT, all from one interface, before your business is negatively impacted.
Posted: 23 Nov 2009 | Premiered: 23 Oct 2009

CA Technologies.

Case Based Alarms - Relevant and Actionable
sponsored by Virtual Instruments
VIDEO: Uncover the key features of a new approach to infrastructure monitoring that only sends 1 alert at a time, and contains all relevant case history in that alert.
Posted: 09 Jun 2014 | Premiered: 09 Jun 2014

Virtual Instruments

Case Study: How SunTrust Caught Up With Analytics
sponsored by SAS
WEBCAST: SunTrust's outdated tech had it falling behind competitors. Find out how it caught up with automation and optimization.
Posted: 21 Sep 2015 | Premiered: Sep 21, 2015

TOPICS:  IT Management
SAS

Case Study: How the Orlando Magic Improved Fan Experience
sponsored by SAS
WEBCAST: Fan experience is crucial to satisfaction. Discover how the NBA uses analytics to improve tickets, concessions and more.
Posted: 21 Sep 2015 | Premiered: Sep 21, 2015

TOPICS:  IT Management
SAS

Case Study: How Visa Tailored Services With Analytics
sponsored by SAS
WEBCAST: Credit card fraud is always evolving. Find out how Visa used analytics to minimize invalid transactions.
Posted: 21 Sep 2015 | Premiered: Sep 21, 2015

TOPICS:  IT Management
SAS
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