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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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EXPERT INSIGHT EBOOK: CHATBOTS IN CX
sponsored by [24]7.ai
EBOOK: In this eBook, CX Network looks at the examples of three very different organizations – a large private company, a charity and a government body – to find out the role chatbots have played in transforming their front-facing services. Read this eBook to explore their experiences and chatbot deployment tips.
Posted: 28 Sep 2020 | Published: 28 Sep 2020

[24]7.ai

Using AI Routing to Find Your Contact Center Soulmate
sponsored by Avaya
RESOURCE: Read this blog post to see how using AI can help you navigate all the difference personalities in the contact center.
Posted: 28 Sep 2020 | Published: 28 Sep 2020

Avaya

Contact Center of the Future
sponsored by Avaya
RESOURCE: As the white-hot core of customer experience, the contact center needs to fundamentally evolve for organizations to remain competitive in an increasingly digital world. Read this blog post to explore the 5 essential features for the contact center of the future.
Posted: 24 Sep 2020 | Published: 24 Sep 2020

Avaya

The Aragon Research Globe for Intelligent Contact Centers, 2020
sponsored by Avaya
WHITE PAPER: The contact center market is one that is in flux thanks to high demand for cloud contact centers in enterprises both large and small. In addition, AI powered contact centers and omnichannel models are becoming significantly more popular. Access this Aragon Research report to evaluate the performance of 15 major provides in this market for yourself.
Posted: 18 Sep 2020 | Published: 18 Sep 2020

Avaya

Improving Contact Center Performance with Virtual Agent and Chatbot Technology
sponsored by [24]7.ai
WHITE PAPER: In this white paper, [24]7.ai tackles some of the most pervasive and costly problems inherent in contact center operations and shows you how solving one problem has a positive cascading improvement effect on all others.
Posted: 17 Sep 2020 | Published: 17 Sep 2020

[24]7.ai

10 considerations for moving your contact center to the cloud
sponsored by Genesys
WHITE PAPER: The maturity of cloud platforms inspires new confidence in moving mission critical systems—like your contact center—to the cloud. Read this eBook to review 10 key considerations for selecting a cloud contact center partner and tips for a successful migration.
Posted: 16 Sep 2020 | Published: 16 Sep 2020

Genesys

10 Reasons why the Genesys customer experience platform is the right choice for your contact center
sponsored by Genesys
WHITE PAPER: Download this white paper to explore 10 reasons to adopt the Genesys customer experience platform for your contact center.
Posted: 15 Sep 2020 | Published: 15 Sep 2020

Genesys

Intelligent Automation in Contact Centers: Making it Real
sponsored by Inference Solutions
WHITE PAPER: Intelligent automation can help customers using a self-service channel get the assistance they need the first time around. Download this white paper to learn about using intelligent automation, specifically IVAs and RPA, in your contact centers and customer service strategy.
Posted: 03 Sep 2020 | Published: 03 Sep 2020

Inference Solutions

Intelligent Virtual Agents for Customer Care
sponsored by Inference Solutions
WHITE PAPER: Organizations of all types, from small businesses to Fortune 500 enterprises, entrust the front line of their call centers to IVAs. Learn about one IVA offering by Inference, and its features, as well as how you can get started in this eBook.
Posted: 02 Sep 2020 | Published: 02 Sep 2020

Inference Solutions

How to Improve Contact Center Culture & Boost Morale
sponsored by Noble Systems
EBOOK: In the contact center, the consequences of poor culture are greater, since it has a direct impact on the level of customer service that’s provided. Download this eBook to explore the effects of negative contact center culture, and steps you can take to boost morale and engagement.
Posted: 02 Sep 2020 | Published: 02 Sep 2020

Noble Systems

Self-Service Maturity Model: Gaining a Competitive Advantage from Self-Service
sponsored by Inference Solutions
WHITE PAPER: Intelligent virtual agents (IVAs) are an increasingly popular—and effective—approach to delivering personalized customer experiences across all channels. Learn about using IVAs as part of your self-service strategy and how you can get started in this white paper.
Posted: 02 Sep 2020 | Published: 02 Sep 2020

Inference Solutions

The 10 Providers That Matter Most And How They Stack Up
sponsored by NICE inContact
ANALYST REPORT: Forrester recently evaluated 33 different CCaaS providers to identify the top 10. Download this Forrester report to see how the providers measure up, and explore tips for choosing the right solution for you.
Posted: 27 Aug 2020 | Published: 27 Aug 2020

NICE inContact

Optimize Costs, Onboard Virtual Staff Quickly, and Ensure Business Continuity With Tehama
sponsored by Tehama
DATA SHEET: Call and contact centers live in real time, and have zero margin for error when it comes to business disruptions. This is why virtualizing and moving call centers to the cloud can be transformative to their success. Read this data sheet to learn why.
Posted: 26 Aug 2020 | Published: 26 Aug 2020

Tehama

Tuning Up Service Levels with WFM in the Contact Center
sponsored by Noble Systems
EBOOK: In this eBook, learn how using Workforce Management (WFM) tools in your contact center can help elevate customer service with smart forecasting, planning and scheduling.
Posted: 03 Aug 2020 | Published: 03 Aug 2020

Noble Systems

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

Buyer’s Guide To Contact Center Technology
sponsored by Noble Systems
EBOOK: Download this guide for tips that can help you determine if you’re ready for a new contact center technology solution and how to find the right partner for your needs.
Posted: 23 Jul 2020 | Published: 23 Jul 2020

Noble Systems

Fundamentals for a Modern Contact Center
sponsored by Noble Systems
EBOOK: In this eBook, learn how to bring your contact center in line with the needs of modern consumers so you don’t get left by the wayside.
Posted: 23 Jul 2020 | Published: 23 Jul 2020

Noble Systems

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

From an On-Prem Contact Center to a Cloud-Based one in 19 hours
sponsored by Intrado
WEBCAST: For one client, contact center provider, Intrado, replaced their entire physical call center with a cloud-based virtual one in just 19 hours. Learn about the transformation in this brief video.
Posted: 23 Jun 2020 | Premiered: Jun 23, 2020

Intrado

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

Contact Center Work-From-Home Checklist
sponsored by 8x8, Inc.
WHITE PAPER: Download this contact center work-from-home checklist to explore 10 tips that can help ensure your organization is all packed and prepared for their remote work journey.
Posted: 11 May 2020 | Published: 11 May 2020

8x8, Inc.

How to Leverage Quality Management to Transform the Customer Experience
sponsored by 8x8, Inc.
EBOOK: Read this eBook to learn how you can better leverage quality management in your contact center, as well as 5 tips you can use to boost the effectiveness of your program
Posted: 11 May 2020 | Published: 11 May 2020

8x8, Inc.
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