Workforce Optimization Software Articles
Verint Systems Updates Telligent Community
Verint Systems, a hardware manufacturer and developer of software for business security and intelligence, acquired Telligent in 2015. Since then, it has been working to update the Telligent Community collaboration software. This past week, it released a number of new features that address navigation and engagement on client-built social communities.
WFO Influence Grows as NICE Systems Claims Big Market Share
With tighter budgets and leaner staffing, increasingly companies are finding they need to do more with less. That's why the area of workforce optimization (WFO) has taken on such prominence in the enterprise, and especially in call centers: everyone needs to maximize their staffing.
Customer Service Powerhouses Announce Critical Acquisition
The acquisition is set to usher in a new era in customer service, where leading companies will join forces to provide the industry's first fully integrated cloud contact center solution suite.
Zendesk Lands Leaders Quadrant Status from Gartner for CRM
Customer engagement is increasingly important for retailers, as online businesses offer more goods at lower prices than brick-and-mortar, and everyone's wallets are a little harder to open than ever.
'Did You Get My Text?' Zendesk Helps You Say 'Yes'
You can't argue with the numbers: A recent Harris Poll shows that some 77 percent of consumers (between the ages of 18 and 34) with texting capabilities are likely to have a "positive perception" of a company that offers text capability. Further, Forrester noted that the "pervasiveness and familiarity of text messaging make it an ideal channel to win, serve, and retain customers who require assistance from a contact center agent." That's a pretty good case for adding texting capabilities for your customers.
Large Telemedicine Provider Builds out Its Contact Center Network in the Cloud
The idea of using video conferencing to bring remote patients and healthcare providers together is a compelling one: While most medical care still needs to be rendered in person, a significant portion of it can be virtual.
Speech Analytics Market Primed for Growth
Also not surprising due to the ubiquity of cloud-based endeavors, the study goes on to note that the latest trends in speech analytics include cloud-based speech analytics solutions along with real-time speech analytics solutions.
Verint, EMC Announce Interoperability Pact
Both companies acknowledged that with Verint's expertise in helping organizations capture, analyze and act on customer and business intelligence, it became a natural next step to advance its WFO certification and interoperability with EMC ECS.
Texting: The Next Big Step in Workforce Optimization
Every company wants to maximize the potential of its workforce, as it all comes down to simple dollars and sense; more productive workers equal higher profits. This is especially true in contact centers, where more calls answered successfully can translate into higher customer satisfaction and retention.
Workforce Optimization, Social Media Combine for Customer Satisfaction
Further, in an added option the monitor can immediately assure the customer that the next time they entered the store, they would have a more satisfactory experience. Perhaps offering an incentive, like a 30 percent off coupon, might help them get what they are looking for at a fantastic discount. The customer is then advised to keep the store in the loop on any future experiences.
Apps Like Facebook Messenger are Changing the Contact Center Game Again
The fact that the contact center industry has been irrevocably changed since the dawn of digital communications is well-tread territory at this point.
Virtual Observer Steps in to Make Omnichannel Manageable
Coordinated Systems' Virtual Observer Workforce Optimization solution helps make contact center agents be more effective.
Zendesk Raises the Bar in Prediction Analytics
What if predictive technology was so effective that it could tell you when a customer was about to jump ship and leave your business for good? That's what Zendesk's new Satisfaction Prediction is setting out to do.
Verint's WFM Receives Top Scores in Customer Satisfaction Ratings
Verint, a provider of WFM solutions, recently earned perfect scores for customer satisfaction ratings in long-term planning capabilities and budgeting/cost management capabilities
Omnichannel Customer Engagement Requires Omnichannel Workforces
Wherever the customers are, companies that wish to engage with them must also be there, according to Jason Wallis, chief technology officer of Mozu in a recent article for Retail Info Systems News.
Social Media Monitoring Highlights How Departmental Collaboration Optimizes Employee Activity
One element of workforce optimization that is sometimes overlooked is departmental coordination. This can have negative consequences for effective use of a company's workforce.
Zendesk Apps Help CS Agents Work Better, Smarter
Zendesk gives companies the ability to provide customer support that allows for all of the bells and whistles that matter to customers today, including self-service and the multi-channel approach.
Coordinated Systems, Zendesk in New WFO Solution Pact
In these days of companies trying to do increasingly more with less, a joint venture just announced will go a long way toward solving some pressing issues. Coordinated Systems, Inc. (CSI) has announced a strategic integration for its Virtual Observer Workforce Optimization with Zendesk, a cloud-based, customer service software company.
Keep Your Contact Center Up to Date, Save Money with WFO
Many contact centers today now leverage a standard set of advanced technologies, usually as one workforce optimization (WFO) suite.
Pathfinder App Illustrates the Customer Journey for Better Service
Zendesk's annual Zendevian Cup was the reason the Pathfinder app, a solution to better understand the customer journey, was born.
What's Happening This Year in Workforce Optimization
A recent report gives us a look at what may be coming up in workforce management, so that it's a little easier to prepare for the changes.
Clarity Connect Now Seamlessly Supports Facebook Messenger
The simple fact that more customers prefer social channels for connecting with brands today means call centers would be remiss if they didn't support popular social networks-Facebook and Twitter, primarily-in a seamless way.
Customer Service Battleground Redefined for the Digital Age
Major advancements in technology, coupled with the maturing of technology, have changed the way people and companies interact.
Clarity Connect Adds Facebook Messenger Support
The notion that messenger tools might become one of the big new vectors of communication in business isn't exactly new, but it's starting to show up in general market moves.
HCL Infosystems to Bring Avaya's Complete Portfolio to India
In many cases, the sheer innovation of a single company is enough to achieve change in the world of technology.
Understanding, and Promoting, the Benefits of UC
While unified communications adoption has made strides over the years, many companies are still holding back from investments on this front due to its perceived lack of definitive business value and/or because other projects had higher priority.
Verint Acquires Contact Solutions to Enhance its Efforts
With the recently announced acquisition of Contact Solutions, Verint says it is furthering its mission of being the world's leading Actionable Intelligence platform that enables companies to provide "crucial insights that empower decision makers to anticipate, respond and take action."
Oi Telecom, BRTCC Benefit from NICE Workforce Management
The recent adoption of NICE consulting services has heightened Oi's aspirations and, NICE now reports, has allowed the telecom to achieve its goals.
Verint Workforce Optimization Updates Focus On Visibility, Employee Performance
Verint Systems recently introduced "substantial enhancements" to its Verint Workforce Optimization software. These enhancements are designed to help contact center, back office and branch operations better manage the performance of both employees and operations.
Skype for Business Streamlines Conferencing Approaches
When German food company Dr. Oetker wanted to streamline its collaboration strategy, it was looking for a holistic solution. It found one in Skype.
How to Succeed in the Contact Center
A new report shows basic dos and don'ts when it comes to running a contact center successfully.
Workforce Optimization with CSI: Strong, and Getting Stronger
"Workforce Optimization" is something that generally everyone in the business world agrees is a good thing. How to go about implementing it successfully, however, is something else altogether. That's why it takes a company like Coordinated Systems Inc., and its Virtual Observer call recording and workforce optimization solution, to help make the job easier.
Verint Steps Up Customer Engagement Optimization with Telligent
Engaged customers are vital to the continued operation of any business, and with good reason. Engaged customers are the ones who come back most often, who make more purchases, and who tell friends and family about a business.
Coordinated Systems Integrates Virtual Observer with Clarity Connect, Skype for Business
It's been interesting to see which companies have stepped forward to integrate their solution for Microsoft's Skype for Business since the communications platform's subtle rebranding last year.
Work Harder to Keep Your Contact Center Agents: It's Getting More Difficult to Replace Them
The conventional wisdom for trying to keep agent attrition down in the contact center generally comes down to cost. It's actually more than that.
Changing the Customer Experience? Change Your Culture
If your environment is like a lot of others, you've been through the revamping of the contact center, the realignment of resources, newer workforce optimization software and the heavier focus from the C-suite, all in an attempt to improve customer outcomes.
Study: Companies Need to Better Educate Privacy-Wary Consumers
A very important component of engaging customers and maintaining their satisfaction is earning their trust. Unfortunately, it appears that a growing number of consumers are distrustful and suspicious.
Verint Customer Engagement Optimization Implemented by Top Global Public Pension Fund
DMG Consulting's recently published 2015 Workforce Optimization (WFO) Mid-Year Market Share Report, which analyzes the performance and activity of the workforce optimization competitors and market, name Verint Systems, Inc. as a leader in the WFO market.
WFO, Engagement Management Join to Form 'Customer Engagement Optimization'
While economists say the U.S. economy is fully recovered, the rest of us are realizing that we need to become accustomed to a "new normal."
Coordinated Systems Says WFO is Set for Big Things in 2016
With the economic uncertainty of recent years on the mind of many CFOs, everyone is looking to get the best ROI they can out of their staffers. To that end, Workforce Optimization (WFO) continues to play an increasingly important role in the enterprise.
Paper: Contact Centers Reaping Benefits from Call Analytics
A recent whitepaper takes a look at how speech analytics has evolved to become an essential component of today's best-practice customer engagement strategies.
Verint is Workforce Optimization Market Share Leader
According to a new report, in addition to being the largest WFO vendor in the market, "Verint was the WFO market leader and the strongest performer."
Contact Centers Can Balance Profit and Customer Satisfaction
When it comes to cost-efficiency for contact centers, it's important to balance profit goals with customer loyalty and retention. To achieve the perfect balance, a few workforce optimization best practices can lead the way.
A Look at Workforce Management Solutions
Bestpayrollservices.com, a company specializing in providing reviews and ratings of payroll and human resources solutions, recently published the December 2015 version of their workforce management company recommendations. The independent research team boiled down its recommendations to include the top ten agencies in the space, divided by the type of solution being provided.
BPO Markets in Europe Looking to Grow Quickly
With the amount of different technologies that are always being adopted by the business world, it should come as no surprise that the Business Process Outsourcing (BPO) market is set to explode.
NICE Systems Makes WFO Magic Quadrant 'Leaders' List Once Again
Not every company is lucky enough to see out the end of the year as smoothly as NICE Systems has managed to in the last month of 2015.
How to Get the Most Out of Your Employee Engagement Program
It's said that happy employees make for happy customers, and, thus, successful companies. And when employees are dissatisfied with their jobs, everybody suffers.
Business Process Outsourcing Goes On-Demand
Everything from homes to vehicles to network resources to productivity software is moving to an on-demand model these days. And BPO, which involves contracting a third party to handle various business processes, is no exception.
Report: Government BPO Market Services Set To Rise
If anyone knows anything about business, it's a nation's government. With an untold number of analysts on the payroll, their only job is to look at the larger picture and see where things are today and where they might be headed. It's information that is critical to those selling what the government might buy. Now a new report has added fuel to that fire.
BPO 'The Results Companies' Announces New Growth and Expansion
For companies looking to efficiently and cost-effectively service their customers, one smart way to go is with a BPO, or Business Process Outsourcer. The idea is to let someone who's an expert in the field take over this critical part of your operation to maximize ROI, and keep customers happy.
eBay Enterprises Simplifies Omnichannel Controls
eBay Enterprises has begun optimizing omnichannel opportunities for a more innovative customer experience, which means so much for this online auction superstar.
Better Customer Interaction Could be an HP Workforce Optimization Tool Away
HP's restructuring away from the consumer market and toward business found some controversy in the past, but it seems to be generating worthwhile results.
Best Processes Assure Optimal Work Efforts, Happy Customers
Customer support excellence is a necessary goal. Customers are far less loyal than they once were, and they have many other options if a company doesn't please them.
Cisco Revolutionizes Employee Training with the Cloud
While Cisco might be to networking what Microsoft is to desktop software, even Cisco can't resist moving to the cloud. That means retraining nearly 14,000 employees around the world, according to TechTarget's SearchFinancialApplications.
Contact Center Solutions Provider 3CLogic Lauded for Cloud Efforts
The expansion of the cloud continues unabated, and those that are making the most of it are starting to get the recognition they deserve.
Workforce Optimization Gaining Market Share in the Enterprise
With contact centers everywhere looking for an edge to stay ahead of competitors, every little bit helps. One area that is receiving increased scrutiny is workforce optimization (WFO), where employers endeavor to get the most out of their staffers while still keeping everyone motivated and on task. It's a fine balancing act but one that can pay big dividends when properly implemented.
Data Security Isn't Only for Customers
As companies today embark on employee engagement and workforce optimization solutions, they're doing both their employees and their bottom lines a favor.
Workforce Optimization Helps Build Critical Flexibility into Contact Centers, Field Service Ops
It's critical that contact centers use a broad workforce management and scheduling product to predict call volume based on analytics and call history and build a viable schedule that will meet these expected needs.
Latest WFO Trends Can Drive Better Employee Outcomes
Company leaders these days are focused less on the basic health of their employees and more on their overall balance of work, life and health. Why does it matter?
Survey: Failing Employee Engagement May Be Internally Driven
According to the results of the new survey, employee engagement activities may be more hype than results.
Employee Engagement Begins with 'Worker One'
Achieving the Holy Grail of employee engagement, which is critical to success in business today (as multiple studies have proved), takes effort, and is often the result of great managers.
Modern WFM Solutions Lead to Savings, Efficiency
The best schedule in the world isn't any use to an organization if the agents aren't sticking to their schedules. This is one area where modern workforce management solutions can help.
Workforce Management Needed to Keep Workers Engaged and Onboard
A report last year from polling company Gallup showed that nearly 70 percent of American workers were not engaged with their work. In laymen's terms, it means most of them didn't care about their job or their company; just the paycheck.
IQNavigator, Genesys Form Partnership to Address Workforce Management Needs
A study carried out by MBO Partners revealed contingent workers will make up 50 or more percent of the U.S. workforce by 2020.
Verint Researches Customers' Position on Brand Loyalty Across Nine Countries
With assistance from Ovum, and analytic firm and research company Opinium, Verint Systems Inc. conducted a rather large study to find out what consumers need for companies to gain their trust.
Create Deeper Visibility into Customer Experience with VoC Solutions from NICE
NICE Systems, an Israel-based company that specializes in telephone voice recording, data security and surveillance, recently released its latest version of NICE Fizzback.
How Bad Is Customer Service? Customers Are Sharing Hacks and Shortcuts Online
Though companies today are aware of the perils of bad customer support, few of them seem properly equipped and trained to do anything about it.
Is Your Organization Making Common Mistakes with Customers?
While today's companies spend a lot of time crowing about the excellence of their customer experience, far fewer are actually delivering, according to pretty much every customer poll taken in the last few years.
3CLogic to Have Major Presence at ITEXPO
Raj Sharma, 3CLogic President and COO, will address the range of benefits businesses can achieve by migrating to IP and cloud within the contact center business world during the upcoming ITEXPO.
Is Your Contact Center Up to Snuff? Survey Takes a Look
For fully 39 percent of contact center leaders out there, the question "How are we doing?" is often met with a blank stare and a hearty shrug.
Want Happier Workers? Give Them the Info They Seek
"The NPW survey validates the employee expectations we see in the payroll and HR technology industry," said Scott Scherr, President, CEO, and Founder of Ultimate Software. "People expect the ability to access and manage their pay, benefits, retirement information, and more - at any time and from any device."
Veridian to Offer Verint's Workforce Optimization and Speech Analytics Solutions
Veridian Solutions, a provider of traditional and cloud-based contact center solutions, has launched a suite of workforce optimization and speech analytics solutions for its customers in Australia.
3CLogic to Address TCPA Compliance at PACE Summit
Since it was first enacted in 1991, the Telephone Consumer Protection Act (TCPA) has been protecting consumers from unsolicited phone calls, faxes and texts.
Five9 Announces Salesforce Omni-Channel Integration
Cloud contact center software maker Five9 has announced its support of Salesforce and the Salesforce Omni-Channel and Lightning Experience.
Five9 Selected by Global Manufacturing Company to Power its 17 Contact Centers
As a leading provider of cloud contact center software to enterprise organizations, Five9 delivers the uniformity and proven solutions call centers need to thrive with today's highly engaged consumer base.
Speech Analytics Brings New Power to PCCW Teleservices
The field of speech analytics represents advancement to a goal that anyone who's ever worked in a call center can directly identify with: a quantifiable measure of how the customer on the other end of the line is feeling.
See the Light: Solar Energy Company Manages Workforce with New Provider
Two technologies that are growing exponentially today are solar power and workforce management. So it's a no-brainer that the two should be combined for an effective, powerful solution to provide customer satisfaction, effective workforce management and a stronger ROI.
New ShoreTel Connect Designed to Boost Worker Collaboration
ShoreTel, a leading provider of simple phone systems and unified communications solutions, has announced the rollout of ShoreTel Connect, a single platform and user interface that provides business communications from various platforms.
Infonetics Ranks SIP Trunking Providers
Infonetics Research has announced its latest ranking of the top 10 SIP trunking providers in a new North American Service Provider Scorecard report.
It's Not Bad News: Enterprise Telephony Market on the Decline
It's seldom good news to lead off with "the enterprise telephony market is set to shrink 20 percent," but a few important caveats turn that from a disaster into a significant opportunity.
Company Culture Matters, and Workforce Management Can Help
When it comes to running a profitable, successful company, most metrics involve things like productivity, operational efficiency, margins and the like. But here's something else that matters, which affects all of these metrics and more: Company culture.
The Right Employees Provide Dependable Customer Service
It seems that for a while now, customer relations have taken a back seat in terms of what organizations think is important. In fact, it has been said that customer relations are one of the top five challenges that organizations will face this year.
Marketers Need to Score and Record Calls
At this point, we are all accustomed to hearing that familiar "In order to ensure quality care service, your call may be recorded," message at the beginning of almost every telephone transaction. Originally, calls were recorded to help train new employees and resolve any issues concerning misinformation.
Contact Center Agents Need a Boost? 'Supercharge' Them
It happens in the best of companies: fatigue, burnout, giving up and giving in. But if you're talking about a contact center, the problem is magnified. Everyone knows being an agent is a stressful job to begin with. So when that "tired feeling" sets in, it might mean your workers have one foot out the door.
Workforce Management: A Force for Good on the Customer Journey
Workforce optimization software can sometimes be seen as a catch-all phrase, but it really has a number of critical components which, when put together, can offer a myriad number of strong options for a company looking to succeed.
Managing 'Time' vs. 'Customer' in the Contact Center
It's a conundrum that vexes contact center managers everywhere: Where do you draw the line between giving the caller their proper attention, while keeping the Average Handling Time (AHT) to a minimum?
Survey: Contact Centers, Others Automating Key Workforce Management Processes
The PeopleMatter Institute has released the results of its fourth annual "How Hourly Workforces Work" survey, and it contained some interesting insights.
Workforce Management Looking Strong Down the Road
Automated training processes will help lower costs and improve skills: "Automated training processes will also gain traction, as they lower costs and improve organizational skills," observed Lucille Needham at Genesys. "Such software will help identify the skills and profiles of top performers, so that training can be provided to lower performers."
Better the Customer Experience by Bettering Your Employees
One of the biggest challenges facing all companies today - but especially those in the contact center industry - is how to fully satisfy customer expectations on first contact.
There's a reason for the old saying, "You don't get a second chance to make a first impression." With so many choices and so much competition available to them, customers can be fickle indeed, and will drop you at the first sign of a perceived slight. So how can you assure that their experience with you is a good one?
The Truth Is Out There: Common WFM Myths Debunked
In these days of recovery after a few years' worth of economic shocks, it's no surprise that companies are keeping a close eye on the bottom line. As such, there are ways to make sure everyone in the contact center is working at full capacity to ensure calls are answered in a timely manner, staffing levels are at peak when needed, and everyone is doing what they're supposed to be doing.
WFO Software Prominence Rising in the Contact Center
Workforce Optimization Software, or WFO for short, has seen its role in the contact center expanding as more and more managers try to do more with less. It just makes sense that managing people and schedules more efficiently will result in a more profitable bottom line.
Bigger Role Seen for Workforce Optimization Software
Workforce Optimization Software, or WFO for short, has seen its role in the workplace expanding as more and more managers try to do more with less. It just makes sense that managing people and schedules more efficiently will result in a more profitable bottom line.
Workforce Management Market: Growing Because It Works
As the economy continues its rebound from recent lows, with increased staffing comes increased responsibilities. CFOs mindful of the economic slowdown and the toll it took, are carefully watching the bottom line to make sure they get the highest ROI out of every employee.
Cloud Contact Centers Add Power of WFO
As the cloud becomes a much more integral part of the enterprise's everyday life, industry insiders are seeing the advantages and making their move. This was the case recently when contact center technology leader Coordinated Systems Inc. (CSI) integrated its flagship product, Virtual Observer, with leading cloud contact center providers to create a powerful new option for businesses everywhere.
Coordinated Systems Proves: Onsite Onboarding Proves Beneficial to New Customer
Call centers have come a long way from the time when it was just a person at a desk, speaking on one call while those on 'hold' were indicated by a row of blinking lights on the operator's phone. Today's now-named 'contact centers' utilize multiple channels such as SMS, Web chat, social media and email to help callers, fix their problems and leave them with a good feeling about the interaction, instead of frustrated and angry.
Report: Workforce Optimization Software Coming into its Own
The contact center market has seen its share of challenges in recent years, but it has been enjoying renewed expansion and growth along with the economy in general. Still, there are areas where this industry can use some help, and one technology helping move it forward is workforce optimization (WFO) software.
Keep Confidence Up by Engaging Remote Employees
The trend of allowing employees to work remotely instead of in a fixed office has been gaining traction for some time now, and shows no signs of abating.
Gallup Poll: Worker 'Engagement' Remains Flat
There is disturbing news out about the workforce, and it should be of some interest to those who manage call centers, where dissatisfaction can sometimes seem the norm: U.S. workers are not particularly engaged with their jobs.
WFO Continues to Evolve With Cloud, New Capabilities
The cloud is impacting much of IT and the service provider world, and the contact center space and workforce optimization related to that are no exception.
Help Wanted? Workforce Optimization is a Good Start
With the contact center market heating up, managers are looking for every edge they can get in hiring and - more importantly, retaining - good employees. One way they're doing so is by utilizing workforce management software effectively in their contact centers, much like the solutions offered by Coordinated Systems, Inc.
- Creating Accurate Forecasts in Enterprise Workforce Management
Social networks have changed business. This goes without saying. But what social networks also have done is highlight the fundamental importance of the customer experience when it comes to product and brand marketing.
- Top 10 Ways To Boost Contact Center Agent Performance
This white paper touches on the ways your contact center can improve agent performance by using a call recording and quality monitoring solution. Improving agent performance has many benefits, including creating a healthy work environment, where teams of agents can collectively strive to achieve common goals. It also makes sense that improved agent performance will also yield an improved customer experience.
- Benefits of Call Recording & Call Monitoring for a Call Center
This white paper touches on the many benefits your call center will receive when choosing to implement a call recording and call monitoring system. Beyond compliance concerns, there are also quality assurance gains to be leveraged from your recorded calls. Your recordings become assets, an inventory of data from which you can find emerging trends, performance flaws, identify your team's superstars, and ultimately, maximize your center's opportunities creating an environment of stellar customer service.