The Most Undervalued Contact Center Workforce Optimization Strategy


Learn why Schedule Change Empowerment makes recruitment of new agents easier, improves agent attrition, and allows contact centers to reduce their agent salary budge [.].

DMG Consulting Releases 2018 Contact Center Workforce Optimization Market Share Report


DMG Consulting Releases 2018 Contact Center Workforce Optimization Market Share Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 15th annual Contact Center Workforce Optimization (WFO) Market Share. 5/23/2018. New-gen solutions are the future of this mature sector.

Aufnahme von Teleopti in den Magic Quadrant für Contact Center Workforce Optimization


Teleopti, weltweit führender Anbieter von Workforce Management-Software für Contact Center Lösungen, gibt seine Aufnahme in den Gartner Magic Quadrant für Contact Center Workforce Optimization 2012 bekannt. Teleopti WFM ist in 25 Sprachen verfügbar und kann über ein weltweites Reseller-Netzwerk sowohl als cloud-basierter Service wie auch als Vor-Ort-Installation bereitgestellt werden

Teleopti together with ZOOM recognized in the Magic Quadrant for Contact Center Workforce Optimization (WFO)


Teleopti, the global leader in Workforce Management software for contact centres, today announced their repeat inclusion together with ZOOM International, in the newly published “Gartner, Magic Quadrant for Contact Center Workforce Optimization” report, by Jim Davies and published 20 November 2013

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

Messaging The Challenges of Omnichannel: Why So Many Contact Centers Struggle with. I N T R O Tweet this The Challenges of Omnichannel: Why So Many Contact Centers Struggle with Digital Self Service | 3 It’s no secret that companies. The contact center is the one.

Teleopti erneut zusammen mit ZOOM im Magic Quadrant für Contact Center Workforce Optimization (WFO) aufgenommen


Teleopti, ein führender Anbieter für Personaleinsatzplanungssoftware für Contact Center, gab heute bekannt, dass das Unternehmen gemeinsam mit ZOOM International in den am 20. November 2013 veröffentlichten aktuellen Gartner-Bericht „Magic Quadrant for Contact Center Workforce Optimization“ von Jim Davies aufgenommen wurde

DMG Consulting Releases 2017 Contact Center Workforce Management Product and Market Report


DMG Consulting Releases 2017 Contact Center Workforce Management Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2017 Contact Center Workforce Management Product and Market Report. 3/21/2017.

What Vision & Execution Means to Us: NICE in the 2010 Gartner Magic Quadrant for Contact Center Workforce Optimization

Customer Interactions

Last month Gartner published its 2010 Magic Quadrant for Contact Center Workforce Optimization report. According to Gartner, the Magic Quadrant constitutes a qualitative analysis of the market and its participants. In the report Gartner evaluates the market’s main vendors according to two criteria: ‘completeness of vision’ and ‘ability to execute.’

ZOOM is on a Journey to Native Cloud

Zoom International

Contact Center workforce optimization (WFO) Quality Management call centers customer experience News & Events call recording Software Engineering dev ops cloud computing Technical

Guest Blog: The Future of CX Lies with Humans Not Robots


Plagued by rising costs, employee churn, absenteeism and declining standards, contact centers across the world are facing a combination of challenges unprecedented in the 50-year history of the industry. Workforce Engagement Management is absolutely crucial to the success of CX.

For 2017, Resolve to Maximize Your Contact Center Technology Investments


Contact Centers Workforce Management Workforce Optimization Customer Service Customer Experience customer engagement optimization Customer journeys Call Centers contact center workforce optimization Technology Adaptive IVR IVR customer engagement

Contact Center Execs: 5 Pains Keeping You Up at Night


No doubt contact center executives have a great deal to occupy their thoughts day and night. To execs who are hoping for a better night’s sleep—good news awaits you. It is quite likely that a solution to help reduce your operational headaches may be closer than you think.

Liverpool Victoria Invests in Customer Experience with Verint


A UK-based financial services company, Liverpool Victoria (LV=), has more than 5,000 employees across the UK and needed a single, consistent and flexible workforce optimization platform to strengthen its customer service. The company also wanted to gain flexibility to help shape its future and increase corporate agility.

Increase Contact Center Agent Productivity and Satisfaction with CXone Agent for Salesforce®


Contact center agents are the most monitored, micromanaged workforce in existence. Learn how agents can seamlessly access crucial workforce optimization (WFO) functionality without having to leave the Salesforce® Console with CXone Agent for Salesforce®.

Workforce AI: The Driverless Contact Center


Looking specifically at the contact center industry, we have seen a recent flurry of activity around chatbots, intelligent IVRs and virtual agents. AI will not take the contact center workforce by storm but rather in a gradual, carefully scrutinized evolution of capabilities.

Tech Tip - Gaining Insight from User Role Reports


and higher of Verint Workforce Optimization supports customized reporting for user access rights? Contact Centers Workforce Optimization Call Centers contact center workforce optimization reportsDid you know that Version 11.0

Making Data Actionable - Part Two


Back-Office Operations Contact Centers Workforce Optimization Big Data Dashboards contact center workforce optimization back office workforce optimization Data Quality

Why is ZOOM an NPS® Promoter?

Zoom International

Is your goal to hit contact center metrics? In the day to day operations of many contact centers, we focus on traditional operational metrics, such as service level, talk time and adherence. Enable your Contact Center into improve loyalty.

Verint Helps MSC Industrial Build on Customer Moments of Truth


was interested in how it could improve productivity, enhance the customer experience, and keep operating costs down through a single, unified workforce optimization platform. Today, the organization leverages Verint Workforce Optimization across its customer service operations to help it evaluate thousands of customer interactions daily to make faster, better decisions, elevate employee productivity, and offer its customers the support they have come to expect.

6 Numbers To Keep In Mind For A Successful Contact Center


How effective is your contact center? Below are a range of statistics from a benchmark report by Dimension Data, showcasing the numbers that defined the contact center industry in 2015. 40% of contact centers “have no tools to analyze data.”.

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Back Office Integration Coming to the Forefront in Customer Engagement


We have begun to see the boundaries of the contact center expanding as its functionality encroaches upon other departments within the enterprise, agents gain access to subject matter experts in other departments, and data silos have come together in the interest of improved customer service. As the worlds of back office and front office operations come together, contact center agents will benefit by the improved customer service they are able to offer customers.

Facing the Future of Contact Center Employee Engagement


At the end of 2016, I conducted 20 interviews with customer service professionals who were members of the National Association of Call Centers (NACC). The question was, “What’s keeping you up at night when you think about your contact center in 2017 and beyond.”. Clearly, employee engagement is of paramount importance to an overwhelming majority of contact center executives today.

Why Speech Analytics Is a Must Have


Speech Analytics (SA) was introduced to the call or contact center a decade or so ago. It has now reached a stage akin to how other contact center technologies such as Quality Management (QM) and Workforce Management (WFM) are viewed as must-haves by contact centers.

Closing the Gap Between the Front and Back Office


As Ken Landoline, principal analyst at OVUM, stated in his blog, Back-Office Integration Coming to the Forefront in Customer Engagement , a number of trends are making it easier to link these two functions, including: In-sourcing previously outsourced contact center functions. And studies estimate that 20% to 30% of contact center call volume is the result of issues in the back office. 2 Saddletree Research and National Association of Call Centers 2016 Survey.

The Spotlight Is On the Back Office—Finally!


In addition, these functions have purpose-built solutions to help them be more effective, such as workforce optimization for contact centers, talent management solutions for HR, and core banking systems for financial services.


Got Joy? Happiness Guru Shawn Achor to Speak at Verint Engage 2018


Shawn Achor, founder, GoodThink, Inc. and author of Before Happiness and The Happiness Advantage, will be a keynote speaker at the Verint Engage global customer conference at the Sheraton Dallas Hotel May 14 – 17. Achor will present “Big Potential: How Transforming the Pursuit of Success Raises Our Achievement, Happiness and Well-Being” on the morning of Wednesday, May 16.

Real-Time Adaptive Scheduling—WFM’s Next Evolutionary Step


Most contact center managers agree that there is ample opportunity to improve their workforce management (WFM) solution, their WFM best practices, and most likely both. Intraday management is an area of weakness in most contact center WFM solutions.

Developing Customers for Life—An Enterprise Workforce Management Example


We recently announced that we have received perfect scores—five out of five—in several key product satisfaction categories in DMG Consulting LLC’s new “2017/2018 Workforce Management Product and Market Report.”.

When Elite Plumbers Wished They Had Workforce Management


Field personnel were backed with an equally professional call center. Not understanding the impact of freezing weather in the South, the call center was not staffed adequately and was unable to handle these surges. So, to address this issue, Elite Plumbers decided to invest in an advanced workforce management (WFM) system. Workforce management software is thought by some to be a solution required only by the very largest contact centers.

Verint Helps Humana Offer Robust Customer Service


This provider leverages Verint Workforce Optimization across its customer service and back-office operations—as well as Verint Speech Analytics within its contact centers—to help create more operational efficiencies and help its employees understand and have an even more positive impact on patients’ lives.

Driving Holistic Customer Engagement Excellence


Attendees hosted sessions and exchanged best practices on topics including voice of the customer, desktop and process analytics, automation/robotics, employee engagement, quality management, back-office and branch operations, compliance recording and workforce management.

Big Data - Getting Smarter with Customer Engagement


Can you remember the last time you experienced a customer service call that actually left you satisfied? When a service interaction is seamless, that moment lives on in a customer’s mind—and it sets the expectation for how all future experiences should go.

Rev Up the Pulse of Contact Center Operations


Contact center leaders and managers understand time and resource challenges all too well. Add an ever-increasing need for a great customer experience to the mix, and it’s clear that every advantage is needed to stay competitive.

Navy Federal Credit Union Offers Exceptional Customer Service to Customers Who Served


The company leveraged Verint Workforce Optimization to help automate staff planning and scheduling—in turn, enjoying savings in the millions of dollars by reducing overtime and excess staffing costs. Providing one-stop financial services to current and former members of the military and the Department of Defense and their families, Navy Federal Credit Union is the world's largest credit union with more than 7.5 million members, $90 billion in assets, and 17,000 employees.

OnviSource Ranked “Hot Vendor” in New WFO Report

OvniSource - Ovniblog

OnviSource was recently ranked a “Hot Vendor” for the third consecutive year in the “Ventana Research Value Index: Workforce Optimization 2016” report. The Workforce Optimization (WFO) report is the end result of a comprehensive and scientific survey of participating WFO solution vendors. […]. contact center workforce optimization

What Happens in Vegas Doesn’t Always Stay in Vegas – Part Two


Here, in part two of this blog series, we’ll take a look at the session I co-presented about contact center technology demand. Speech Analytics Contact Centers Text Analytics Desktop and Process Analytics survey software Engage contact center workforce optimization

Perception vs. Reality - Employee Productivity Myths Part 2


Back-Office Operations Performance Management Contact Centers Productivity, contact center workforce optimization productivity visualizer work allocation manager back office workforce optimization employee productivity

Top Workforce Engagement Trends for 2018


Verint’s Ryan Hollenbeck, senior vice president, global marketing, recently spoke with Saddletree Research’s Paul Stockford for Contact Center Pipeline about the major trends in customer engagement for 2018. More than ever, the customer engagement center has become a focal point for automation and shared intelligence.

Three Simple Ways to Show Your Customers Some Love


In a new article for Contact Center Pipeline , I discuss some simple, practical ways that organizations can demonstrate to their customers that they matter. This week as we celebrate Valentine’s Day, it’s a good time to remember the role that emotion plays in customer service. Have you thought about that before? If you haven’t, consider how your positive feelings about a brand partly arise from the good feelings you had about a customer service experience—or several of them.