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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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Talkdesk vs. 8x8 vs. 7 more: Which CCaaS is Best for You?
sponsored by Talkdesk
RESOURCE: CCaaS solutions are becoming the preferred deployment model for many contact centers in North America, replacing traditional on-premises contact center infrastructure. Find out why in this Gartner Magic Quadrant, and review 9 CCaaS providers and their features to help determine the right choice for you.
Posted: 12 Nov 2019 | Published: 12 Nov 2019

Talkdesk

Improving Customer Experience Through Enhanced Employee Experience
sponsored by Avtex
WEBCAST: View this webinar from Avtex to discover the direct impact your employee satisfaction has on customer experiences. Review strategies for improving contact center agent efficiency and satisfaction, and uncover the benefits of integrating contact center and CRM platforms.
Posted: 26 Sep 2019 | Premiered: Apr 4, 2018

Avtex

Integrating CRM and Contact Center Technologies to Improve Customer Experience
sponsored by Avtex
WHITE PAPER: View this white paper to learn how your organization can improve contact center performance and customer satisfaction with a CRM integration. Review how a CRM integration can help provide superior customer service on first contact, and learn what to look for in a contact center and CRM integration software.
Posted: 25 Sep 2019 | Published: 31 Dec 2017

Avtex

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

InteractionSync: Solving Agent Efficiency Issues and Increasing Contact Center Productivity
sponsored by Avtex
WHITE PAPER: How can your organization improve agent efficiency and increase contact center productivity? View this white paper, and learn how Avtex InteractionSync can help your contact center boost efficiency and agent productivity, and decide if InteractionSync is right for your organization.
Posted: 19 Sep 2019 | Published: 31 Dec 2017

Avtex

How to Enhance Customer Support with Self-Service
sponsored by ServiceNow
ESSENTIAL GUIDE: Download this essential guide to explore tips for building a digital customer service strategy and uncover how self-service platforms can help improve customer experiences.
Posted: 09 Sep 2019 | Published: 09 Sep 2019

ServiceNow

Call Center Quality Assurance Guide
sponsored by CallMiner
WHITE PAPER: In this guide, discover everything you need to know about creating and maintaining call center quality assurance. Uncover the problems created by poor call center quality assurance, and learn how to resolve call center quality management issues with a robust call center quality assurance strategy.
Posted: 28 Aug 2019 | Published: 28 Aug 2019

CallMiner

How Relevant is Your Organization? Explore the Coveo Customer Service Relevance Maturity Model
sponsored by Coveo
WHITE PAPER: View this white paper to discover how a relevance maturity model can be used to help your organization recognize where they are, where they want to go, and how to get there. Review how a relevance maturity model can help improve customer satisfaction and support, and explore your software options with Coveo.
Posted: 19 Aug 2019 | Published: 19 Aug 2019

Coveo

How CXone Empowers Contact Center Managers
sponsored by NICE inContact
VIDEO: View this brief video to discover how NICE CXone can help contact center management easily monitor and quickly respond to customer queries while driving agent performance, and decide if CXone is right for your organization.
Posted: 15 Aug 2019 | Premiered: 15 Aug 2019

NICE inContact

How CXone Empowers Contact Center Agents
sponsored by NICE inContact
VIDEO: View this brief video to learn how NICE CXone can help your contact center reduce training time, improve agent retention, and streamline true omnichannel interaction.
Posted: 15 Aug 2019 | Premiered: 15 Aug 2019

NICE inContact

Customer Service Best Practices
sponsored by Genesys
EBOOK: How do you guarantee the success of your customer experience strategy? In this e-book, discover how to improve your existing customer experience strategy through the integration of customer service best practices from Genesys, and explore 5 ways to deal with customer challenges and burnout.
Posted: 12 Jul 2019 | Published: 12 Jul 2019

Genesys

Your Path, Your Way: 3 Options for Transforming Your Legacy Contact Center
sponsored by Genesys
EBOOK: In this e-book, discover how to transform your contact center with Genesys. Learn how to maximize your customer experience platform migration options while minimizing risk and disruption, and explore how the cloud can help improve your migration prospects.
Posted: 11 Jul 2019 | Published: 11 Jul 2019

Genesys

Achieve CX Optimization with Call Center Transformation
sponsored by Squelch
EGUIDE: In this guide, learn how call center optimization can improve your CX strategy. Discover 5 common customer support problems affecting your CX, and learn how call center transformation can increase business value and drive customer satisfaction.
Posted: 03 Jul 2019 | Published: 01 Jul 2019

Squelch

The Evolving Contact Center: From Call Center to Customer Experience Center
sponsored by Burwood
WHITE PAPER: In this white paper, learn how to upgrade your contact center's capabilities through understanding and meeting the demands of the 21st century consumer. Explore the 3 stages of a successful contact center evolution, and review guiding principles for leveraging your customer service center.
Posted: 12 Jun 2019 | Published: 12 Jun 2019

Burwood

It's Good to Talk Even in a High Tech World
sponsored by British Telecommunications PLC
WHITE PAPER: View this white paper to learn how those in the media and technology industry can improve their customer service experience through the use of a strong voice channel.
Posted: 07 Jun 2019 | Published: 07 Jun 2019

British Telecommunications PLC

CCW Market Study: The Future of the Contact Center
sponsored by Appian
RESEARCH CONTENT: In this market study, discover the popular investment areas shaping the development of the modern contact center. Explore the urgent investment priorities for contact centers looking to modernize their everyday processes, and review how your organization's contact center can benefit from intelligent technology.
Posted: 14 May 2019 | Published: 30 Nov 2018

Appian

Key to Intelligent Customer Experience in Financial Services: Data-Driven Decisions That Don't Comprise Privacy
sponsored by Appian
WEBCAST: Download this webinar to listen to Julien Corbe, Financial Services Advisory Leader at PwC, and Michael Heffner, VP of Global Industry at Appian, as they discuss how financial institutions can evolve customer experiences by leveraging automation, AI, and other emerging technologies.
Posted: 08 May 2019 | Premiered: May 8, 2019

Appian

The Appian Intelligent Contact Center Platform
sponsored by Appian
VIDEO: In this video, learn how an intelligent contact center platform from Appian can help your organization achieve a 60% increase in customer satisfaction and average cost savings of over 40%. Review Appian product features, and decide if an intelligent contact center is right for you.
Posted: 02 May 2019 | Premiered: 02 May 2019

Appian

Contact Center Success with Appian
sponsored by Appian
VIDEO: Contact center complexity is a major issue. In this video, learn why the world's leading enterprises are turning to intelligent contact centers, and review your software options with Appian.
Posted: 02 May 2019 | Premiered: 17 Jan 2019

Appian

How to Improve Customer Service Agent Satisfaction to Enhance CX and Your Bottom Line
sponsored by Squelch
RESOURCE: In this article, learn how improving your customer service agents' satisfaction can enhance CX and drive your business' bottom line. Discover how CX and customer service satisfaction are linked, and uncover how to get the most out of your support team.
Posted: 26 Apr 2019 | Published: 23 Nov 2018

Squelch

How to Turn Your Contact Center into a Profit Generator
sponsored by Squelch
RESOURCE: In this article, glean the insight you need to turn your contact center into a profit generator. Learn how to elevate your customer service support team, and get started building a better CX strategy.
Posted: 26 Apr 2019 | Published: 22 Feb 2019

Squelch

Using AI to Augment Humans and Redesign Operations
sponsored by British Telecommunications PLC
WHITE PAPER: Some people may think the adoption of AI and machine learning could lead to mass unemployment, but it can actually be used to make human jobs more meaningful. In this white paper, find out how machine learning and AI can be used to improve human performance and help redesign operations in a contact center.
Posted: 21 Jan 2019 | Published: 21 Jan 2019

British Telecommunications PLC

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
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