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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 Reports
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Adaptive Workforce Optimization: Know your Customer-Facing Workforce for Greater Success
sponsored by NICE Systems, Inc
RESOURCE: Calls go better, and customers are happier when contact center operations adapt to agents' personalities and specific needs. Access this resource and discover ways to help agents make better decisions and lead them to success.
Posted: 19 Aug 2016 | Published: 19 Aug 2016

NICE Systems, Inc

SMBs Transform Contact Center, Customer Experience with Collaborative UC
sponsored by Avaya TSG
DATA SHEET: Empower your organization with the feature-rich functionality and scalability of cloud. Discover how to mobilize your workforce, thereby producing a seamless customer and patient experience, by leveraging a unified communications platform that unites telephony, messaging, conferencing, ACD, video and UC.
Posted: 06 Jul 2016 | Published: 06 Jul 2016

Avaya TSG

Deliver Upon Customers' Ever-Growing Expectations
sponsored by Genesys
VIDEO: Using one man's adventures in online automotive shopping as an example, you'll explore ways to build exceptional customer relationships across all phases of an omnichannel journey.
Posted: 13 Jun 2016 | Premiered: 13 Jun 2016

Genesys

A Multi-Company Contact Centre Business Value Analysis for Enterprises
sponsored by Genesys
WHITE PAPER: The "interaction silo" contact center approach is fragmented, expensive and difficult to maintain. Explore ways to integrate engagement opportunities and give customers a consistent, seamless, low-effort, and personalized experience.
Posted: 08 Jun 2016 | Published: 29 Feb 2016

Genesys

Top 10 Strategies For Modernising Call Centre Optimisation
sponsored by Genesys
WHITE PAPER: There are typical business and operational challenges found in the majority of contact center operations. Explore ways to deliver on service level agreements, stay within the operating budgets, improve the analysis of process efficiency, identify the root causes of issues, and much more.
Posted: 07 Jun 2016 | Published: 07 Jun 2016

Genesys

Six Keys to Effective Chat Operations: Insights to Help Improve Your Business
sponsored by [24]7 Customer, Inc.
WHITE PAPER: Today, customers expect highly capable chat, including the ability for it to seamlessly integrate other channels as needed. So getting it getting it right is critical to an effective omnichannel strategy. This paper summarizes common misperceptions about chat, and presents six key insights based on lessons learned.
Posted: 27 Jan 2016 | Published: 31 Dec 2015

[24]7 Customer, Inc.

Managing and Optimizing the Call Center
sponsored by SearchCRM
EGUIDE: In this e-guide from the experts at SearchCRM.com, learn how your organization can optimize its call center and drive customer service success with the use of workforce management (WFM) software, real-time speech analytics software, guidance applications, predictive analytics, and other tools.
Posted: 24 Sep 2013 | Published: 24 Sep 2013

SearchCRM

Supporting a Multichannel Contact Center
sponsored by SearchCRM
EGUIDE: Consult this expert e-guide to uncover how you can provide customer support across multiple communication channels. Assisting customers efficiently is imperative to the reputation of your business. This e-guide covers best practices for managing multiple channels, so you can prepare for communication from every angle.
Posted: 13 Feb 2013 | Published: 13 Feb 2013

SearchCRM

10 Steps to a More Social Contact Center
sponsored by Oracle Corporation
EGUIDE: This expert e-guide reveals the actions you can take to manage social media contact more efficiently. Inside, Donna Fluss, founder of DMG Consulting, explains the benefits and limitations of workforce management systems for social media. Bonus: Discover the 10 steps to create a successful call center social media strategy.
Posted: 03 Feb 2016 | Published: 29 Jan 2016

Oracle Corporation

Best Practices for Improving Back Office Workforce Efficiency
sponsored by Genesys
WHITE PAPER: 70% of customers report that they have ended a relationship due to poor customer service, a statistic that demands companies be at the top of their capabilities. View this in-depth whitepaper to discover an extensive 7 step guide to streamlining workforce efficiency, ultimately keeping customers happy.
Posted: 13 Aug 2014 | Published: 13 Aug 2014

Genesys

How to Meet and Exceed Customer Demands
sponsored by Genesys
WHITE PAPER: Customers expect a great end-to-end experience. Wherever work is accomplished in the enterprise, it's all part of the Customer Service Value Chain. Is your enterprise meeting this expectation? What about in the future?
Posted: 30 Jun 2014 | Published: 26 Jun 2014

Genesys

Best Practices for Knowledge Management
sponsored by KANA
WHITE PAPER: Implementing a knowledge management program in the contact center can improve the efficiency and quality of your services, optimize customer experience, reduce agent training costs, and increase job satisfaction. In this white paper, explore best practices for successful knowledge management implementation in the contact center.
Posted: 24 Jun 2014 | Published: 24 Jun 2014

KANA

The Mixed Blessings of Contact Center Automation
sponsored by SearchCRM
EBOOK: Automation technologies were created to provide customers with a standardized, consistent experience. Why, then, are companies trying to avoid them? In this e-book, you'll learn why automation technologies don't work for every contact center use case, regardless of their intent.
Posted: 28 May 2014 | Published: 28 May 2014

SearchCRM

Workforce Management Applications: FAQ and Best Practices
sponsored by Genesys
EGUIDE: Workforce management (WFM) applications are among the most important productivity tools in contact centers. In this e-guide, learn how to incorporate WFM software into your broader HR landscape, and how to achieve maximum productivity with WFM.
Posted: 21 Mar 2014 | Published: 21 Mar 2014

Genesys

Why Workforce Management and Contact Centers Should go Hand-In-Hand with Customer Experiences
sponsored by Aspect
EGUIDE: In this expert e-guide, learn why companies should focus on an "outside-in" approach to customer experience management (CEM) and workforce management. Discover how "workforce management gives you the tools to manage and optimize staff and, in doing so, keep your costs as low as possible" according to DMG Consulting's Donna Fluss.
Posted: 14 Mar 2014 | Published: 14 Mar 2014

Aspect

Contact Center: Mobile Apps and KPI to Boost Customer Satisfaction
sponsored by Five9
EGUIDE: In this expert e-guide, explore the emergence of mobile contact center apps for creating a better customer experience.   You'll also discover best practices for cutting through copious contact center data with key performance indicators (KPI).
Posted: 13 Mar 2014 | Published: 13 Mar 2014

Five9

Putting the contact center at the center of the customer experience
sponsored by Aspect
WHITE PAPER: Today's customers have more control of the conversation than ever before -- and your contact center must be equipped to deliver seamless interactions across a variety of channels, lest your customers take their business somewhere else. To do this, you need a comprehensive platform that enables anywhere, anytime service.
Posted: 04 Mar 2014 | Published: 31 Mar 2013

Aspect

Deployment Flexibility
sponsored by Aspect
WHITE PAPER: In this white paper, explore two alternatives to traditional infrastructures: cloud deployments and managed services. Discover how managed services allow you to keep your contact center infrastructure on-premise without the burden of managing it, and how cloud deployments offer a scalable host solution with unparalleled flexibility.
Posted: 28 Feb 2014 | Published: 31 Oct 2013

Aspect

It's Time to Fix Back-Office Operations
sponsored by Aspect
WHITE PAPER: Many organizations have been managing back-office operations the same way for years. In this white paper, learn how workforce optimization (WFO) suites can transform your operating model for back-office functions, and get a framework to create a more effective, efficient model.
Posted: 27 Feb 2014 | Published: 31 Dec 2013

Aspect

Avaya Asia Pacific Customer Experience Index 2013
sponsored by Avaya
WHITE PAPER: This exclusive resource discusses the critical role that contact centers play in driving customer satisfaction and how your organization can ensure that your contact centers provide customers with the experience that they desire.
Posted: 11 Nov 2013 | Published: 11 Nov 2013

Avaya

Avaya Users Deploy Best-in-Class Practices to Improve Contact Center Performance
sponsored by Avaya
WHITE PAPER: This exclusive paper examines how your organization can position itself to meet changing buyer needs by establishing best-in-class contact center programs. Read on and also discover 14 best practices that can ensure successful customer interactions.
Posted: 11 Nov 2013 | Published: 11 Nov 2013

Avaya

The Azzurri Contact Centre Leader Peer-to-Peer Opinion Exchange 2013
sponsored by Azzurri
WHITE PAPER: This white paper features a quantified report on UK contact centre leaders, and compares the results of those who have implemented a single multi-channel communications system and those who have not, to get a clear picture of what the barriers and benefits of this system may be.
Posted: 08 Oct 2013 | Published: 08 Oct 2013

Azzurri

5 Ways to Optimize Your Workforce for Customer Contact in a Social Marketplace
sponsored by Aspect
WHITE PAPER: This white paper discusses how workforce, quality and performance management capabilities provide practical business processes and tools for effective staffing, monitoring, reporting, evaluation and coaching.
Posted: 29 Aug 2013 | Published: 29 Aug 2013

Aspect

How to Fine-Tune your Contact Center
sponsored by SearchCRM
EBOOK: With call center software, best business practices can be difficult to navigate. But the payoff is worth investigating. In this handbook, readers find detailed explanations of the latest call center technologies as well as insight on call center management—including schedule and workforce management.
Posted: 07 Aug 2013 | Published: 07 Aug 2013

SearchCRM

The New CRM Metrics: Putting Them to Work
sponsored by SearchCRM
WHITE PAPER: There is added pressure for modern contact center agents, with customers armed to the teeth with devices to connect with businesses—from tweets to texts to phone calls. But with proper metrics to gauge performance and lead to instructive training, some of that pressure can be alleviated.
Posted: 25 Jan 2013 | Published: 25 Jan 2013

SearchCRM
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