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WFM Reports

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 TOPICS: Artificial Intelligence \| Call Center Management \| Call Center Services \| Call Center Software \| Call Centers \| Contact Center Management \| Contact Center Services \| Contact Center Software \| Contact Center Workforce Management \| Contact Center Workforce Management Software \| Contact Centers

Managing and Optimizing the Call Center sponsored by SearchCRM EGUIDE: In this e-guide from the experts at SearchCRM.com, learn how your organization can optimize its call center and drive customer service success with the use of workforce management (WFM) software, real-time speech analytics software, guidance applications, predictive analytics, and other tools. Posted: 24 Sep 2013 \| Published: 24 Sep 2013 TOPICS: Call Center Management \| Call Center Software \| Call Centers \| Contact Center Management \| Contact Center Software \| Contact Center Workforce Management \| Contact Center Workforce Management Software \| Contact Centers \| CRM \| CRM Analytics \| CRM Analytics Software \| CRM Software \| Customer Interaction Services \| Customer Satisfaction \| Customer Service \| Customer Support Software \| Predictive Analytics \| Predictive Analytics Software \| Workforce Management Software

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 TOPICS: Business Intelligence \| Business Intelligence Software \| Call Center Management \| Call Center Services \| Call Center Software \| Call Centers \| Contact Center Management \| Contact Center Services \| Contact Center Software \| Contact Center Workforce Management \| Contact Center Workforce Management Software \| Contact Centers \| Customer Satisfaction \| Customer Self-Service \| Customer Service \| Customer Service Best Practices \| Customer Support Software

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 TOPICS: Artificial Intelligence \| Business Intelligence \| Business Intelligence Software \| Call Center Management \| Call Center Services \| Call Center Software \| Call Centers \| Contact Center Management \| Contact Center Services \| Contact Center Software \| Contact Center Workforce Management \| Contact Center Workforce Management Software \| Contact Centers \| CRM \| CRM Analytics \| CRM Analytics Software \| Predictive Analytics \| Predictive Analytics Software \| Real-time Analytical Software \| Real-time Analytics

5 Ways to Optimize Your Workforce for Customer Contact in a Social Marketplace sponsored by Aspect WHITE PAPER: This white paper discusses how workforce, quality and performance management capabilities provide practical business processes and tools for effective staffing, monitoring, reporting, evaluation and coaching. Posted: 29 Aug 2013 \| Published: 29 Aug 2013 TOPICS: Communications Systems \| Contact Center Workforce Management \| CRM \| CRM Best Practices \| Customer Retention \| Customer Satisfaction \| Workforce Management Software

It's Time to Fix Back-Office Operations sponsored by Aspect WHITE PAPER: Many organizations have been managing back-office operations the same way for years. In this white paper, learn how workforce optimization (WFO) suites can transform your operating model for back-office functions, and get a framework to create a more effective, efficient model. Posted: 27 Feb 2014 \| Published: 31 Dec 2013 TOPICS: Business Process Management \| Contact Center Management \| Contact Center Workforce Management \| Contact Center Workforce Management Software \| Workforce Management Software \| Workforce Planning

Workforce Management Applications: FAQ and Best Practices sponsored by Genesys EGUIDE: Workforce management (WFM) applications are among the most important productivity tools in contact centers. In this e-guide, learn how to incorporate WFM software into your broader HR landscape, and how to achieve maximum productivity with WFM. Posted: 21 Mar 2014 \| Published: 21 Mar 2014 TOPICS: Contact Center Management \| Contact Center Software \| Contact Center Workforce Management \| Contact Center Workforce Management Software \| Human Resources Management \| Human Resources Software \| Workforce Management Software \| Workforce Planning

Avaya Asia Pacific Customer Experience Index 2013 sponsored by Avaya WHITE PAPER: This exclusive resource discusses the critical role that contact centers play in driving customer satisfaction and how your organization can ensure that your contact centers provide customers with the experience that they desire. Posted: 11 Nov 2013 \| Published: 11 Nov 2013 TOPICS: Contact Center Management \| Contact Center Services \| Contact Center Software \| Contact Center Workforce Management \| Contact Centers

Putting the contact center at the center of the customer experience sponsored by Aspect WHITE PAPER: Today's customers have more control of the conversation than ever before -- and your contact center must be equipped to deliver seamless interactions across a variety of channels, lest your customers take their business somewhere else. To do this, you need a comprehensive platform that enables anywhere, anytime service. Posted: 04 Mar 2014 \| Published: 31 Mar 2013 TOPICS: Call Center Management \| Contact Center Management \| Contact Center Workforce Management \| CRM \| CRM Software \| Customer Interaction Services \| Customer Satisfaction \| Workforce Management Software

Benchmarking in the contact center: Tips for managing what you measure sponsored by Avaya WHITE PAPER: Benchmarking projects are a great way for contact center organizations to improve their operations in order to reconcile competing demands from customers and the business. Read this white paper to learn best practices for executing a successful contact center benchmarking project. Posted: 24 Oct 2012 \| Published: 31 Dec 2010 TOPICS: Benchmark Testing \| Call Center Management \| Contact Center Management \| Contact Center Software \| Contact Center Workforce Management \| Customer Satisfaction \| Customer Service \| Social Networking

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