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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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Contact center workforce management: Best practices for shifting to remote work
sponsored by Verizon
RESOURCE: Many companies have struggled to shift contact center employees to a work-from-home model. Fortunately for you, remote contact center employees can actually improve the customer experience—with the right set of best practices. Read this article to discover how you can overcome the inevitable challenges of remote work and come out on top in the end.
Posted: 14 May 2021 | Published: 14 May 2021

Verizon

Deliver an Integrated, Data-Driven Customer Experience with the NWN Contact Center
sponsored by NWN Corporation
DATA SHEET: Meeting customer demands and delivering an excellent experience consistently across channels is a core challenge for every organization. Read this solution brief to learn about the NWN Contact Center offering, and how it can help you simplify service management and instead focus on optimizing your customers' experiences.
Posted: 12 Feb 2021 | Published: 12 Feb 2021

NWN Corporation

5 ways a chatbot for the contact center can help workflow
sponsored by ServiceNow
EGUIDE: Explore 5 ways a business's workflow can benefit from chatbots for the contact center in this expert guide.
Posted: 27 Jan 2021 | Published: 25 Jan 2021

ServiceNow

Contact Center Agility In The Post-covid World
sponsored by NICE CXone
WHITE PAPER: This white paper will help you create a roadmap to succeed in the post-COVID-19 era by offering a new strategy for your contact centers that enables your organization to deliver an outstanding customer experience in a cost-effective manner.Download your copy to get started.
Posted: 19 Jan 2021 | Published: 19 Jan 2021

NICE CXone

5 Ways To Manage Demand Swings In Your Contact Center
sponsored by NICE CXone
EBOOK: In this eBook, explore 5 strategies that can help you maintain customer service levels when expected events occur. Download your copy to get started.
Posted: 19 Jan 2021 | Published: 19 Jan 2021

NICE CXone

The Transformed Workplace
sponsored by NICE CXone
RESEARCH CONTENT: Companies around the world are preparing for a future where many of their agents continue to work outside of the office as well as onsite in blended teams. So how do you get your contact center ready for a changing agent workforce that works from anywhere? Download this Nemertes report for expert tips on navigating a successful transition.
Posted: 19 Jan 2021 | Published: 19 Jan 2021

NICE CXone

The Real-World Guide to Managing Remote Teams with CXone
sponsored by NICE CXone
WEBCAST: In this interactive workshop, learn how you can better manage your remote contact center agents with NICE inContact’s CXone. You’ll also be provided with a workbook you can use as a real-life reference once you’re back in the office. Watch now to get started.
Posted: 15 Jan 2021 | Premiered: Jan 15, 2021

NICE CXone

Integrated cloud phone and contact centre: the smart option
sponsored by RingCentral
WHITE PAPER: In this white paper, learn why organizations and moving their phone systems to the cloud and uncover the benefits of combining cloud phones and contact centers.
Posted: 16 Dec 2020 | Published: 16 Dec 2020

RingCentral

How to future-proof your contact centre
sponsored by RingCentral
EBOOK: The coronavirus pandemic has forced most contact centers into rapid transformation. In this white paper, RingCentral examines the effects of COVID-19 on business practices, with insights on how consumer behaviors are likely to shape the future requirements of the contact center and its employees. Download now to learn more.
Posted: 14 Dec 2020 | Published: 14 Dec 2020

RingCentral

How to Choose a Contact Center Software System in 2020
sponsored by CloudCall Ltd
EGUIDE: Contact center software buyers must consider features including data reporting, speech analytics, routing methods and AI. Learn what to look for with this guide to RFP creation.
Posted: 02 Dec 2020 | Published: 02 Dec 2020

CloudCall Ltd

EMP Webinar - Devices
sponsored by NWN Corporation
WEBCAST: NWN recently enhanced their NWN Experience Management Platform (EMP) for their 1,300+ customers, to help them achieve real-time visibility and control, and self-service capabilities. Learn about their EMP platform in this webinar, which also includes a quick demo of the solution.
Posted: 18 Nov 2020 | Premiered: Nov 18, 2020

NWN Corporation

How to choose a contact center software system in 2020
sponsored by CloudCall Ltd
EGUIDE: Selecting contact center software is a daunting task. Contact center software is the heart of an organization, handling all inbound and outbound contacts, and it's critical for driving efficient and effective business performance. Explore some expert tips for choosing a contact center software system in this guide.
Posted: 18 Nov 2020 | Published: 18 Nov 2020

CloudCall Ltd

ChaseData CCaaS: Improving their solution since 1997
sponsored by ChaseData
PRODUCT OVERVIEW: ChaseData CCaaS uses a suite of outbound calling solutions to help you maximize your live answer connection rates, avoid SCAM LIKELY, keep you in 100% compliance with TCPA, and more. Learn more about their solution and how you can get started in this white paper.
Posted: 18 Nov 2020 | Published: 18 Nov 2020

ChaseData

Workstations That Automatically Adapt to the Call
sponsored by ChaseData
WHITE PAPER: In this brief white paper, learn about Chase Data’s CCaaS Agent Workstation offering, which is designed to help agents manage multiple channels and provide the quickest, most effective customer service. Download now to learn about key features and possible use cases.
Posted: 18 Nov 2020 | Published: 18 Nov 2020

ChaseData

Remote Working Made Simple - CloudCall
sponsored by CloudCall Ltd
VIDEO: Many teams are now working from home and this is set to continue for a while. Explore some of the common remote issues in the recruitment industry and how CloudCall can help overcome them in this brief video.
Posted: 11 Nov 2020 | Premiered: 11 Nov 2020

CloudCall Ltd

5 benefits of call reports - CloudCall
sponsored by CloudCall Ltd
WEBCAST: Analyzing call data can reveal powerful insights into how your business is operating and how improvements can be made. With many businesses working remotely, it’s more important than ever to be able to accurately track activity levels. Watch this video for an in-depth look at the benefits of call reports.
Posted: 06 Nov 2020 | Premiered: Nov 6, 2020

CloudCall Ltd

Integrate Microsoft Teams into the Contact Center
sponsored by FourNet
EBOOK: The adoption of Microsoft Teams has increased exponentially since COVID-19 began.FourNet takes Teams beyond internal employee collaboration by integrating the solution into contact centers. Read this eBook to learn about FourNet’s Teams integration offering, including key benefits, deployment timeline, and more
Posted: 16 Oct 2020 | Published: 16 Oct 2020

FourNet

Remote Agent Playbook
sponsored by RingCentral
EBOOK: Access this e-book to learn what changes with remote support teams, what strategies you can implement now, and how to manage your teams across locations to service customers.
Posted: 31 Jul 2020 | Published: 31 Jul 2020

RingCentral

Think Automation First to Deliver Exceptional Customer Experiences
sponsored by UiPath
WHITE PAPER: Download this white paper to learn about using RPA in the contact center, with insights on challenges, benefits and how to implement an end-to-end automation platform.
Posted: 01 Jul 2020 | Published: 01 Jul 2020

UiPath

Maximize Your Contact Center Performance with Employee Engagement
sponsored by Talkdesk
EBOOK: Download this eBook to explore the concept and potential benefits of contact center employee engagement, as well as strategies and innovative technologies that can help you achieve it.
Posted: 17 Jun 2020 | Published: 17 Jun 2020

Talkdesk

The Cloud Customer Experience: Moving Away from Avaya
sponsored by Talkdesk
WHITE PAPER: Read this eBook to learn about the benefits of moving from a legacy contact center, like Avaya, to a cloud-native platform, and how doing so can help you provide the best possible CX.
Posted: 16 Jun 2020 | Published: 16 Jun 2020

Talkdesk

Voice Over VPN vs. Voice Over Cloud: A Side-By-Side Comparison
sponsored by Talkdesk
WHITE PAPER: Download this white paper to learn about the problems with relying on an on-prem VPN for voice communication and see why the cloud is the better choice for a WFH contact center.
Posted: 16 Jun 2020 | Published: 16 Jun 2020

Talkdesk

The Game Plan for Omnichannel Customer Service
sponsored by Intrado
WHITE PAPER: Download this white paper for expert insights and practical suggestions on how to design an effective contact strategy based on modalities (voice, text, video) and engagement options (live assistance, self service, proactive service).
Posted: 03 Jun 2020 | Published: 03 Jun 2020

Intrado

The ROI of Uniting Unified Communications and Contact Center
sponsored by FourNet
RESEARCH CONTENT: Download this report to explore the quantifiable benefits you could experience by incorporating UC capabilities within your contact center.
Posted: 27 Feb 2020 | Published: 27 Feb 2020

FourNet

MicroScope – October 2019: What's next for the channel?
sponsored by MicroScope
EZINE: The fourth quarter is the busiest in the channel, and we get an idea of which technologies should be selling strongly
Posted: 23 Sep 2019 | Published: 04 Sep 2019

MicroScope
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