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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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The Real-World Guide to Managing Remote Teams with CXone
sponsored by NICE inContact
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 inContact

How AI Will Impact Employee Hiring, Engagement, And Retention
sponsored by Emmersion Learning
WHITE PAPER: Amid the shift to remote work, organizations are realizing the advantages of using tools like AI to assist in the hiring process. Get expert insight on how AI is—and will continue to—impact employee hiring, engagement and retention in this paper.
Posted: 13 Jan 2021 | Published: 13 Jan 2021

Emmersion Learning

Six Ways to Put Avaya OneCloud™ CCaaS to Work for Your Business
sponsored by Avaya
RESOURCE: Avaya OneCloud CCaaS offers a seamless path to the cloud with powerful customer experience tools from a trusted vendor. Explore the 6 key ways OneCloud can benefit your organization in this infographic.
Posted: 13 Jan 2021 | Published: 13 Jan 2021

Avaya

Avaya OneCloud™ CCaaS
sponsored by Avaya
PRODUCT OVERVIEW: In this product overview, learn about Avaya’s cloud-based contact center solution, Avaya OneCloud CCaaS ,and its features, as well as how it can help you build customer loyalty, maximize employee and team performance, and more. Get started today by downloading your copy.
Posted: 13 Jan 2021 | Published: 13 Jan 2021

Avaya

Rethinking the Contact Center
sponsored by Avaya
RESEARCH CONTENT: Successful organizations follow some key best practices to ensure they are delivering a good experience in their contact center. This Nemertes research report outlines those strategies, as well as expert tips for boosting agent productivity, implementing chatbots, and more. Download your copy to get started.
Posted: 12 Jan 2021 | Published: 12 Jan 2021

Avaya

Supercharge your support agents with Slack
sponsored by Slack
WHITE PAPER: Functional silos create significant hurdles to resolution by distancing agents from the data and the people they need to provide a good CX. In this white paper, learn how using a cloud collaboration tool, like Slack, can help eliminate these silos and unify your agents to provide the best possible service.
Posted: 28 Dec 2020 | Published: 28 Dec 2020

Slack

Contact Centers Moving Toward Streaming MOH Service
sponsored by Easy On Hold
WHITE PAPER: In the quest for improved customer satisfaction, contact center managers are leaving no stone unturned, including the hold music. Read this white paper to explore an enterprise music on hold (EMOH) solution by Easy On Hold, and how it can help you provide a top-notch CX.
Posted: 22 Dec 2020 | Published: 22 Dec 2020

Easy On Hold

The innovator’s guide to the digital contact center
sponsored by RingCentral
WHITE PAPER: Download this white paper for a look at how contact centers are adopting newer, digital channels, and explore tips for adjusting to customers’ ever-changing expectations.
Posted: 18 Dec 2020 | Published: 18 Dec 2020

RingCentral

Integrated Cloud Phone and Contact Center: 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 center
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

Contact Center and Digital, Better Together
sponsored by Mediasmith, Inc.
EBOOK: In this eBook, explore some of the critical touchpoints through the customer journey, and how to improve them for the best possible experience.
Posted: 07 Dec 2020 | Published: 07 Dec 2020

Mediasmith, Inc.

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

Native CTI and Cloud Call Center Solution for ServiceNow
sponsored by ServiceNow
VIDEO: In this video, see how you can extend the value of ServiceNow with 3CLogic’s enterprise-grade cloud Call Center solution—specially designed to complement existing digital workflows—like email and chat—for a complete omnichannel experience. Watch now to learn more.
Posted: 19 Nov 2020 | Premiered: 19 Nov 2020

ServiceNow

NWN Experience Management Platform: What to know
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

ChaseData CCaaS Overview
sponsored by ChaseData
EBOOK: ChaseData CCaaS delivers rapid efficiency gains by seamlessly combining all of your call center’s contact data, agent scripts, reports/dashboards/KPIs, campaigns and third-party apps into a single easy-to-use cloud-based software suite. Read this eBook for an overview of ChaseData’s solution and its features, as well as tips for getting started.
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 with 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
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

Genesys Cloud Video
sponsored by Genesys
WEBCAST: Watch this brief video to learn about the Genesys Cloud, and how it can help contact centers big and small create meaningful customer experiences and build brand loyalty.
Posted: 02 Nov 2020 | Premiered: Nov 2, 2020

Genesys

8x8: Collaboration and AI Take Customer Care to the Next Level
sponsored by Kingpin Comm. - 8X8
WHITE PAPER: The contact center has been undergoing massive change for years, as businesses migrate to the cloud and pursue omnichannel customer engagement strategies. But in 2020, several new and stabilized trends have emerged. Read on to learn how AI, collaboration, and hybrid cloud tools are breaking through the hype cycle and offering real solutions.
Posted: 16 Oct 2020 | Published: 16 Oct 2020

Kingpin Comm. - 8X8

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

UK Contact Center Verticals: Insurance
sponsored by Genesys
WHITE PAPER: “UK Contact Centre Verticals: Insurance” by ContactBabel looks at the structure, growth, technology, HR and commercial issues found in contact centers within the UK insurance sector. Download your copy to review their results.
Posted: 14 Oct 2020 | Published: 14 Oct 2020

Genesys

UK Contact Centre Verticals: Retail & Distribution
sponsored by Genesys
RESEARCH CONTENT: “UK Contact Centre Verticals: Retail & Distribution” looks at the structure, growth, technology, HR and commercial issues found in contact centers within the UK retail & distribution sector. Download your copy to explore ContactBabel’s findings.
Posted: 14 Oct 2020 | Published: 14 Oct 2020

Genesys
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