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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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Workforce Management for Small and Midsize Contact Centers
sponsored by NICE Systems
ANALYST REPORT: Explore how you can evaluate and evolve your workforce management practices for small and midsize contact centers, with the help of better workforce management tools.
Posted: 11 Dec 2017 | Published: 11 Dec 2017

NICE Systems

6 Tips for Building a Thriving Help Center
sponsored by Zendesk
WHITE PAPER: Uncover 6 tips for building a help center that thrives, and discover how you can meet the needs of your tech savvy customers.
Posted: 05 Dec 2017 | Published: 05 Dec 2017

Zendesk

The Digital Customer: Closing the Expectation Gap Through Digital Transformation
sponsored by BT
WHITE PAPER: Explore how you can create amazing digital experiences by aligning all customer touchpoints via cloud-based tools.
Posted: 29 Nov 2017 | Published: 29 Nov 2017

BT

IT Service Gets New Cloud-Based Lease of Life
sponsored by BT
CASE STUDY: Discover how cloud-based tools for contact centers can help optimize agents' time, provide performance data, and improve customer satisfaction and staff morale.
Posted: 27 Nov 2017 | Published: 27 Nov 2017

BT

Business Optimization with Workload Management
sponsored by Genesys
RESOURCE: This paper explores how 12 companies (including T-Mobile Czech Republic and New Zealand Ministry of Justice) are using workload management tools to boost contact center performance, increase sales productivity and effectiveness, and more.
Posted: 20 Nov 2017 | Published: 20 Nov 2017

Genesys

Optimize Your Workforce for the Omnichannel Revolution
sponsored by Genesys
EBOOK: Explore how to create comprehensive omnichannel workforce planning. Find out how to orchestrate your customers' digital journeys to improve their overall experiences.
Posted: 17 Nov 2017 | Published: 17 Nov 2017

Genesys

Planning and Managing Your Omnichannel Contact Center Workforce
sponsored by Genesys
WHITE PAPER: Discover how to enable data integration and workforce planning for omnichannel strategies so that you can interact with consumers effectively across all of the devices and channels they use to engage with your business.
Posted: 16 Nov 2017 | Published: 16 Nov 2017

Genesys

Not All Customer Experience Platforms are Created Equal
sponsored by Genesys
EBOOK: Find out how you can execute a comprehensive omnichannel contact center strategy that enables you to manage customer data across channels of engagement and deliver seamless customer experiences.
Posted: 16 Nov 2017 | Published: 16 Nov 2017

Genesys

Are You Getting Enough From Your Remote Support Solution?
sponsored by LogMeIn Rescue
RESOURCE: In a world where people expect support to always be available and efficient, organizations can't aff¬ord to waste time with tools that are slow, cumbersome or incomplete. Learn how you can maximize remote support tools and recognize new levels of efficiency and productivity.
Posted: 10 Nov 2017 | Published: 10 Nov 2017

LogMeIn Rescue

4 Remote Support Teams That Keep it Simple and Succeed
sponsored by LogMeIn Rescue
RESOURCE: Discover how real-world organizations like Make-A-Wish Foundation, Law School Admission Council, Arise Virtual Solutions, and Lenovo use remote support in their call centers to improve efficiency and the customer experience.
Posted: 10 Nov 2017 | Published: 10 Nov 2017

LogMeIn Rescue

How to Design the Right Chatbot for Your Enterprise
sponsored by Sophos
RESOURCE: Use this infographic to better understand how to create a chatbot that lives up to your company's needs and your customers' expectations, and 5 key steps to chatbot building 101.
Posted: 07 Nov 2017 | Published: 07 Nov 2017

Sophos

Building the Business Case for Omnichannel
sponsored by Genesys
RESOURCE: Learn how to improve contact center efficiency and manage omnichannel strategies better for both self-service and assisted service channels. Plus, uncover 10 ways to quantify the omnichannel business case.
Posted: 28 Aug 2017 | Published: 28 Aug 2017

Genesys

Removing the Barriers to Automating Quality Assurance
sponsored by NICE Systems, Inc
WHITE PAPER: Explore 4 barriers to true quality management automation in contact centers and how to overcome them. Discover how to get the most out of your quality management processes and data by paving the way for the automation.
Posted: 18 Aug 2017 | Published: 18 Aug 2017

NICE Systems, Inc

Performance Matters: The NICE Guide to Performance Management in the Contact Center
sponsored by NICE Systems, Inc
EBOOK: Find out how to reshape your contact center and optimize its performance management to meet or even exceed organizational objectives with updated strategies for employee performance management, employee segmentation, gamification, and more.
Posted: 18 Aug 2017 | Published: 18 Aug 2017

NICE Systems, Inc

Harness the Power of the Cloud to Engage Your Customers, Employees and Business
sponsored by NICE Systems, Inc
WHITE PAPER: Discover how to use a cloud-based workforce management (WFM) platform to simplify, automate, and scale your contact center's WFM infrastructure and operations.
Posted: 17 Aug 2017 | Published: 17 Aug 2017

NICE Systems, Inc

The State of Contact Center Workforce Management
sponsored by NICE Systems, Inc
RESEARCH CONTENT: This ICMI research report examines the role played by workforce management (WFM) in making sure contact centers have the right people with the right skills and resources in place to deliver quality customer service. Uncover the report's key findings and learn how to apply WFM best practices to contact centers.
Posted: 17 Aug 2017 | Published: 17 Aug 2017

NICE Systems, Inc

Virtual Contact Center Drives Etihad Airways' Future Success
sponsored by BT
CASE STUDY: How can you maintain your competitive edge with a tightly belted IT budget? In this case study, explore how you can create a cloud-based contact center that extends your reach without expending your budget. Learn tips to help reduce operational complexity and optimize call center resources.
Posted: 29 Jul 2016 | Published: 31 Dec 2015

BT

Connecting Agents and New Leads
sponsored by Twilio
WHITE PAPER: A real estate agent's odds of successfully contacting an online lead are 100 times higher with quick follow up after the first interaction. Learn how Trulia is able to convert 60% of online leads into clients, and how to achieve this goal in your organization.
Posted: 05 May 2017 | Published: 05 May 2017

Twilio

Let's Chat: 4 Limitations of Automated Agents in the Contact Center
sponsored by Genesys
EGUIDE: In this e-guide, experts reveal four chatbot challenges. Learn how to overcome each one, so you can focus on driving innovation in the contact center.
Posted: 17 Jan 2017 | Published: 11 Jan 2017

Genesys

Manage Your Contact Center For More Meaningful KPI's
sponsored by Genesys
EGUIDE: In this expert e-guide you'll find some helpful hints as to how you can identify the proper metrics needed to produce meaningful contact center KPI's. In addition, read 7 dos and don'ts of call center management to help you nourish your agent's best CRM practices.
Posted: 06 Oct 2016 | Published: 06 Oct 2016

Genesys

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

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
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