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Contact Center Workforce Management Software

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ALSO CALLED: WFM Software, Workforce Scheduling Software
DEFINITION: Software that allows contact center managers to effectively balance 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 Software Reports
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Demo: NICE inContact CXone – Agent for Salesforce WFO
sponsored by Nice-InContact
VIDEO: Watch this demo to learn how contact center agents can boost productivity and focus with easy access to WFO functionality from within Salesforce.
Posted: 21 Nov 2018 | Premiered: 15 Nov 2018

Nice-InContact

Cloud Native Contact Center Applications Ease the Burden of IT
sponsored by Nice-InContact
VIDEO: Download this webinar to learn from Melanie Turek of Frost & Sullivan as she discusses how cloud native contact center applications can ease the burden of IT, so they can focus on adding business value to their other applications.
Posted: 20 Nov 2018 | Premiered: 15 Nov 2018

Nice-InContact

4 Companies that Migrated from On-Premises Contact Centers to a Cloud Contact Center
sponsored by Nice-InContact
RESEARCH CONTENT: Customers want to feel valued and 73% say that valuing their time is one of the most important indicators of good customer service. In this Total Economic Impact report, uncover feedback from 4 companies that migrated from on-premises contact centers to a cloud contact center.
Posted: 19 Nov 2018 | Published: 30 Nov 2017

Nice-InContact

Understanding the Difference between a Cloud-native and a Hosted Solution
sponsored by Nice-InContact
RESOURCE: When it comes to contact center solution, it's very important to understand the difference between a hosted solution and a cloud-native solution. Download this brief one-page Frost & Sullivan report to better understand the differences between hosted and cloud-native capabilities.
Posted: 16 Nov 2018 | Published: 16 Nov 2018

Nice-InContact

Vendor Comparison: How 10 CCaaS Vendors Compare
sponsored by Nice-InContact
RESEARCH CONTENT: Download this Gartner Magic Quadrant, explore the strengths and cautions of 10 CCaaS vendors, and find out how the dynamics of the CCaaS market have changed based on the evolution of the contact center to the customer experience center.
Posted: 14 Nov 2018 | Published: 17 Oct 2018

Nice-InContact

A Maturity Model for Delivering Proactive Customer Service
sponsored by ServiceNow
ANALYST REPORT: In this IDC report, you can examine the shift in customer service requirements within a highly digitized and competitive environment and how holistic customer handling creates a superior customer service experience.
Posted: 23 Oct 2018 | Published: 31 Jan 2017

ServiceNow

The Inner Circle Guide to Omnichannel
sponsored by Serenova
ANALYST REPORT: In this report, uncover a detailed and definitive view of the reality of implementing and using customer contact center technologies, as well as a checklist of key elements to achieving your omnichannel strategy.
Posted: 23 Oct 2018 | Published: 23 Oct 2018

Serenova

KPI Guide for Omni - Channel Contact Centers
sponsored by Serenova
WHITE PAPER: In this white paper, explore the most useful KPIs for managing customer service, sales and collections contact centers, and the importance and complexity of measuring all aspects of the customer journey. Uncover a list of the type of data required by contact centers and how it can be used to help companies meet and exceed customers' needs.
Posted: 23 Oct 2018 | Published: 23 Oct 2018

Serenova

Transforming Your Legacy Contact Center Into a Customer Experience Center
sponsored by Avtex
EBOOK: To attract and retain empowered customers of today, businesses must transform their legacy contact center into a modern experience center by embracing new processes and technologies. Find out how doing so can improve customer satisfaction rates, generate loyalty, decrease unnecessary costs and drive efficiencies for your organization.
Posted: 02 Oct 2018 | Published: 02 Oct 2018

Avtex

InteractionSyn: Solving Agent Efficiency Issues and Increasing Contact Center Productivity
sponsored by Avtex
WHITE PAPER: The burden of providing the near-instantaneous response time your customers demand falls largely on the shoulders of contact center agents. How can your agents thrive under this pressure? Find out how you can turn your contact center into a true customer engagement hub, by improving efficiency, productivity, and overall success.
Posted: 02 Oct 2018 | Published: 02 Oct 2018

Avtex

Use Gamification and Workforce Optimization to Help Improve Your Customer Experience
sponsored by Verizon
VIDEO: Learn about the right tools to kindle employee excitement and the importance of attracting and retaining high quality talent with workforce optimization. Also uncover why you need to provide unique, personalized CX to gain new customers and keep the ones you have.
Posted: 22 Mar 2018 | Premiered: 05 Oct 2016

Verizon

Better, Faster, Shorter: Engaging Customers and Resolving Issues With New Contact Center Tools
sponsored by Verizon
WEBCAST: Hear from Alla Reznik and Jessica Smith from Verizon about the importance of the customer experience and how your organization can make the move from contact centers to experience centers while capturing the voice of the customers.
Posted: 22 Mar 2018 | Premiered: Oct 10, 2016

Verizon

Rethinking Your Contact Center: How to Engage the Modern Customer
sponsored by 8x8, Inc.
WHITE PAPER: Inside, learn about the challenges in creating an exceptional customer experience, the value of a contact center that supports all channels, and best practices for positively impacting customers.
Posted: 21 Mar 2018 | Published: 31 Dec 2017

8x8, Inc.

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

Contact Center Automation Tools You Can't Ignore
sponsored by TechTarget
RESOURCE: By completing our brief Call Center Survey, receive your complimentary expert guide on the top 5 contact center automation tools. We have also compiled 5 benefits of speech analytics tools for contact centers to give your business a significant advantage.
Posted: 02 Nov 2017 | Published: 03 Mar 2018

TechTarget

The 8 Criteria for Enterprise-Grade Communications as a Service
sponsored by 8x8, Inc.
WHITE PAPER: Enterprise Communications as a Service (ECaaS) was created to provide continuous communications and true mobility to enhance the way companies work. This white paper introduces and summarizes the 8 key aspects and unique benefits of ECaaS.
Posted: 10 Oct 2018 | Published: 10 Oct 2018

8x8, Inc.

AI in CRM: 10 Tips for Implementing Bots
sponsored by ConvergeOne
EGUIDE: Explore how AI and NLP work with – not in lieu of – contact agents, and key factors to consider about virtual agent chatbots.
Posted: 23 May 2018 | Published: 18 May 2018

ConvergeOne

Contact Center Technology and Automation Tools You Should Know
sponsored by ConvergeOne
EGUIDE: Explore the considerations of cataloging your organization's business requirements for call center technology purchasing decisions, and why automation is critical for customer interactions.
Posted: 14 May 2018 | Published: 14 May 2018

ConvergeOne

Create and implement an all-purpose multichannel contact center
sponsored by ConvergeOne
EBOOK: Find out why it's hard to determine exactly how to integrate social channels with CRM and how your business model -- and finding where your customers hang out -- will show the way.
Posted: 03 May 2018 | Published: 03 May 2018

ConvergeOne

Ovum Decision Matrix: Selecting a Multichannel Cloud Contact Center Solution, 2017 - 18
sponsored by Genesys
ANALYST REPORT: With all the options in the rapidly changing marketplace for cloud-based contact centers, it's a challenge to find the right solution for your business. Learn why Genesys has been positioned as a leader who has solutions for businesses of all sizes and in all industries around the world.
Posted: 13 Mar 2018 | Published: 13 Mar 2018

Genesys

eBook: Not All Cloud Contact Center Platforms Are Created Equal
sponsored by Genesys
EBOOK: Everyone says they're "in the cloud," but most technology leaders would agree that not all clouds are created equal. When evaluating a cloud contact center solution for your business, it's important to understand the difference between a true Cloud 2.0 application and traditional software.
Posted: 12 Mar 2018 | Published: 31 Dec 2017

Genesys

Forrester Study: Artificial Intelligence with the Human Touch
sponsored by Genesys
RESEARCH CONTENT: See how enterprises around the world use AI to improve customer service and uncover new revenue streams, the challenges they overcame, and why a blended solution with live agents makes sense.
Posted: 12 Mar 2018 | Published: 30 Nov 2017

Genesys

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

Is Providing 24-Hour Global Support Right for You?
sponsored by Zendesk
WHITE PAPER: Learn now about key questions to ask as you determine your global customer support strategy. Access this resource and you'll also discover best practices for providing global support such as dashboards, collaboration tools, the cloud, and more.
Posted: 30 Nov 2016 | Published: 30 Nov 2016

Zendesk
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