IT Management  >   Systems Operations  >   Systems Management  >   Contact Center Management  >  

Contact Center Workforce Management

RSS Feed   
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
1 - 25 of 76 Matches Previous Page  |  Next Page
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

The ROI Case for Omnichannel Support
sponsored by Zendesk
WHITE PAPER: Customer expectations have never been higher, and by taking an omnichannel approach to support, businesses are aiming to meet these expectations. Inside, discover key findings about omnichannel support, and how companies can focus on customer needs and preferences, regardless of which channel they use to contact support.
Posted: 26 Oct 2018 | Published: 26 Oct 2018

Zendesk

11 Cloud Contact Center Providers That Matter & How They Stack Up
sponsored by Serenova
ANALYST REPORT: In this Forrester report, learn about 11 contact center providers and how they measure up and help customer service leaders select the right cloud contact center provider for their needs.
Posted: 25 Oct 2018 | Published: 25 Sep 2018

Serenova

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

2018 Customer Service Trends
sponsored by ServiceNow
ANALYST REPORT: We're at a tipping point for customer service operations. Customers contact enterprises at a greater rate over a greater number of channels. Access this Forrester report for the top 10 customer service trends, including key takeaways about using AI to focus on building connections with customers.
Posted: 12 Oct 2018 | Published: 24 Jan 2018

ServiceNow

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

The Importance of Effective Consulting in Modern Contact Centers
sponsored by Avtex
WHITE PAPER: Maintaining an effective contact center that acts as a strength, rather than a weakness, can be difficult. In this white paper, learn about the benefits of partnering with contact enter consultants, and the factors to consider while determining effectiveness and ROI.
Posted: 01 Oct 2018 | Published: 01 Oct 2018

Avtex

How Collecting Better Data About Your Customers Can Transform Your Business
sponsored by MASERGY
WHITE PAPER: In this white paper, find out how your organization can gain invaluable insights into customer behavior at a realistic price point, and how big data and the cloud can help engage customers during contact center interactions.
Posted: 21 Sep 2018 | Published: 21 Sep 2018

MASERGY

Contact Center Trends: Delivering Better Business Results
sponsored by MASERGY
RESEARCH CONTENT: Contact center technologies have made tremendous gains in cutting organizational costs and increasing efficiency. However, they need to take on a more strategic role. In this report, uncover survey results that highlighted 2 interesting trends, and learn more about how you can deliver better business results with a cloud contact center.
Posted: 21 Sep 2018 | Published: 21 Sep 2018

MASERGY

A Simple Way to Understand Machine Learning vs. Deep Learning for Customer Service
sponsored by Zendesk
RESOURCE: In this resource, learn about machine learning and deep learning, and how these concepts are dominating the conversations about AI for customer service. Find out how chatbots incorporate a deep learning model to provide customers with more personalized assistance.
Posted: 04 Sep 2018 | Published: 18 Jul 2017

Zendesk

Regus and 8x8 – A Partnership in Global Business Growth
sponsored by 8x8, Inc.
CASE STUDY: Learn why Regus upgraded their cloud-based unified communications services to migrate users in additional market to next-generation communications. Find out how mobility, flexibility, and collaboration improved within Regus' organization across over 100 countries.
Posted: 29 Mar 2018 | Published: 29 Mar 2018

8x8, Inc.

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

Call Center, Meet AI: What You Need to Know About How AI is Transforming Call Centers
sponsored by IBM
VIDEO: In this webcast, Brian Cantor talks with Dario Gil about how AI has the potential to strike a balance between cost containment and customer experience. Continue watching to uncover how to use technology to better connect with customers to prevent them from going to your competition.
Posted: 11 Sep 2018 | Premiered: 11 Sep 2018

IBM

Call Center Evolution: Tomorrow's Technology, Today
sponsored by IBM
VIDEO: In this webcast, Atul Gupta discusses strategies to transform even the most outdated contact center into an omnichannel, AI-enhanced call center for the future, as well as the benefits that can bring.
Posted: 07 Sep 2018 | Premiered: 07 Sep 2018

IBM

The Cloud Provides Critical Flexibility for Contact Centers
sponsored by ShoreGroup
RESOURCE: A digital infrastructure built on cloud technology can deliver flexibility and other advantages for contact centers. Find out why flexibility is key to effortless, seamless customer interactions of a true omnichannel contact center.
Posted: 25 Jul 2018 | Published: 29 Jun 2018

ShoreGroup

Advanced Contact Center Reporting Conquers Digital Mess
sponsored by ShoreGroup
RESOURCE: In this blog, learn about the digital paydirt of customer data, and how advanced reporting for the modern contact center allows you to gain insights on customer interactions to provide better experiences.
Posted: 25 Jul 2018 | Published: 25 May 2018

ShoreGroup

Better Contact Center Reporting: 2 Reports to Improving Analytics to Drive Key Business Objectives
sponsored by ShoreGroup
WHITE PAPER: In this white paper, learn about the 2 main routes to better contact center reporting and analytics, and how the route you choose can keep you on the right track.
Posted: 25 Jul 2018 | Published: 25 Jul 2018

ShoreGroup

Advanced Reporting and Analytics Offer Digital Paydirt
sponsored by ShoreGroup
RESOURCE: In this blog, learn about the digital paydirt of customer data, and how advanced reporting for the modern contact center allows you to gain insights on customer interactions to provide better experiences.
Posted: 24 Jul 2018 | Published: 15 Jun 2018

ShoreGroup

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
1 - 25 of 76 Matches Previous Page    1 2 3 4    Next Page

About TechTarget:

TechTarget provides enterprise IT professionals with the information they need to perform their jobs - from developing strategy, to making cost-effective IT purchase decisions and managing their organizations' IT projects - with its network of technology-specific Web sites, events and magazines

All Rights Reserved, Copyright 2000 - 2018, TechTarget | Read our Privacy Statement