ALSO CALLED: WFM and 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.
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WHITE PAPER: Posted: 09 Jun 2008 | Published: 01 Mar 2007
SUMMARY:
Oracle Business Intelligence (BI) Applications are complete, prebuilt BI solutions that deliver intuitive, role-based intelligence for everyone in an organization--from front line employees to senior management.
WHITE PAPER: Posted: 03 Jun 2008 | Published: 01 Jan 2006
SUMMARY:
This white paper is intended to give you a sense of what these new proactive management technologies can do for you, and to help you establish criteria for evaluating products in this arena.
WHITE PAPER: Posted: 20 May 2008 | Published: 01 Mar 2007
SUMMARY:
Explore a three-part guide to identifying the potential presented by Internet Protocol (IP), building a business case for migration to IP and ultimately designing and implementing an IP infrastructure.
WHITE PAPER: Posted: 20 May 2008 | Published: 19 May 2008
SUMMARY:
In this paper, Tim Montgomery, a highly regarded industry consultant, speaker and author explores new ideas on ways every call center can keep up with new customer demands.
SUMMARY:
This white paper addresses high labor costs that are inevitable with contact centers and how a telecommuting or home agent program can greatly reduce your labor cost while increasing productivity of your contact center.
WHITE PAPER: Posted: 26 Sep 2007 | Published: 01 Aug 2006
SUMMARY:
Computer telephony integration (CTI) enabled contact centers realize immense cost savings, increased reliability and improved performance. Learn how an on-demand solution can simplify your organization???s contact center technology.
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