WFM Software

EGUIDE: The market for workforce management (WFM) software in the contact center saw double-digit growth last year, but the technology still needs work, according to experts. In this e-guide you’ll explore the pros and cons of WFM.

Posted: 09 Jan 2012 | Published: 09 Jan 2012

WHITE PAPER: There has been tremendous innovation in contact center workforce management (WFM) over the past three years, with new vendors and offerings entering the scene. Find out how the new generation of WFM solutions are easier to use, improve agent satisfaction, enhance customer experience and cut costs.

Posted: 31 Jan 2012 | Published: 31 Jan 2012

WHITE PAPER: Against a backdrop of increased use of software that is generally more sophisticated, flexible, scalable and easy to use than it was 5 years ago, this research set out to explore the impact of having to maintain a plethora of different software solutions in today’s cash-strapped corporate environment.

Posted: 24 Oct 2011 | Published: 24 Oct 2011

VIDEO: This video answers important questions related to application portfolio management, including why now is such an important time to modernize and rationalize your applications, and the best practices and tools which can ensure success.

Posted: 15 Sep 2011 | Premiered: 15 Sep 2011

WHITE PAPER: Selecting a supplier for manufacturing ERP solutions is more important than ever before, due to the increasingly complex set of business processes involved.  Manufacturers now require the ability to share data in real time across all functional areas touching the manufacturing process. This paper takes a fresh look at manufacturing ERP options.

Posted: 21 Apr 2011 | Published: 21 Apr 2011

WHITE PAPER: Access this white paper to learn how software escrow agreements can be a critical tool to help ensure application continuity within your business continuity plan.

Posted: 04 Jan 2012 | Published: 04 Jan 2012

WEBCAST: Access this exclusive webcast to discover Red Hat’s plans for deploying virtualization environments to handle most the demanding and critical workloads. Learn about the features and functionality of Red Hat Enterprise Virtualization through customer deployments, common practices and use cases, and much more.

Posted: 27 Jul 2011 | Premiered: 27 Jul 2011

WHITE PAPER: In this white paper, uncover the three most important things you should know about service-oriented architecture (SOA) in order to be sure you are getting the most efficient and effective performance out of your enterprise application architecture.

Posted: 18 Jan 2012 | Published: 18 Jan 2012

EGUIDE: This tip guide features chapter 6 from Paul R. Timm's book, 'Technology and Customer Service: Profitable Relationship Building.' Access this resource now to learn how to align business process with customer relationship management (CRM) initiatives, tips for CRM strategy and how to effectively leverage the call center to improve customer loyalty.

Posted: 08 Feb 2012 | Published: 08 Feb 2012

WHITE PAPER: Explore the results of a recent IDG survey gauging IT leaders’ perspectives on technology escrow agreements with software vendors, as well as the importance of including verification services within them.

Posted: 04 Jan 2012 | Published: 04 Jan 2012