The Most Undervalued Contact Center Workforce Optimization Strategy

SharpenCX

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

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

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

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

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 Optimization Market Share Report

DMG

DMG Consulting Releases 2017 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 14th Annual Workforce Optimization (WFO) Market Share Report. growth rate for both the contact center WFO and WFM sectors, and a 10.7%

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

Workforce AI: The Driverless Contact Center

Aspect

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.

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.

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

inContact

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®.

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

ShepHyken

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.

???????? Teleopti ?????? ? ZOOM ????? ?????? ? «?????????? ????????» ??? ??????? ? ??????? ??????????? ????????? (WFO)

teleopti

Magic Quadrant for Contact Center Workforce Optimization» («?????????? ???????? ??? ??????? ? ??????? ??????????? ?????????», ????? - ???????? Teleopti, ??????? ????? ? ??????? ???????????? ??????????? ??? ?????????? ?????????? ? ???????-???????, ??????? ???????? ? ???, ??? ?? ?????????? ??????? ? ZOOM International ? ????????? ??? ?????? ? ??????? ?????????????? ????? Gartner ?? 20 ?????? 2013 ???? ??? ?????????

6 Numbers To Keep In Mind For A Successful Contact Center

airespring

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.”.

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

DMG

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.

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

Teleopti ja ZOOM saivat tunnustusta yhteyskeskusten työvoiman optimointijärjestelmiä (WFO) koskevassa Magic Quadrant -raportissa

teleopti

Teleopti, maailman johtava yhteyskeskusten työvoiman hallintajärjestelmiä tuottava yritys, on yhdessä ZOOM Internationalin kanssa saanut tunnustusta Gartnerin julkaisemassa Magic Quadrant for Contact Center Workforce Optimization -raportissa.

Teleopti included in the Magic Quadrant for Contact Center Optimization

teleopti

Stockholm, Nov 27: Teleopti, the global leader in Workforce Management software for contact centers, today announced their inclusion in the 2012 Gartner Magic Quadrant for Contact Center Workforce Optimization. Teleopti WFM is available in 25 languages and can be delivered both as a cloud-based service and as an on-premise software installation through a worldwide reseller network

Teleopti et ZOOM sont classés conjointement dans le Carré Magique pour le marché de l’optimisation des effectifs de centres de relation client (WFO)

teleopti

Teleopti, leader mondial des logiciels d’optimisation des effectifs de centres de relation client, a annoncé aujourd’hui figurer de nouveau, aux côtés de ZOOM International, dans le rapport de Jim Davies publié le 20 novembre dernier et intitulé « Magic Quadrant for Contact Center Workforce Optimization

Teleopti och ZOOM i Gartners Magic Quadrant för bemanningsoptimering av kundcenter

teleopti

Teleopti, en världsledande leverantör av lösningar för strategisk bemanningsplanering för kundcenter, meddelade i dag att de tillsammans med ZOOM International ännu en gång finns med i Gartners rapport ”Magic Quadrant for Contact Center Workforce Optimization” av Jim Davies från 20 november 2013

  The Unvarnished Truth About Aspect WFM

Aspect

In the G2 Crowd Grid for Contact Center Workforce , Aspect Workforce Management software scores in the much-coveted Leadership Quadrant. G2 Crowd Grid ® for Contact Center Workforce Software. It’s a must for any call center workforce”.

  The Unvarnished Truth About Aspect WFM

Aspect

In the G2 Crowd Grid for Contact Center Workforce , Aspect Workforce Management software scores in the much-coveted Leadership Quadrant. G2 Crowd Grid ® for Contact Center Workforce Software. It’s a must for any call center workforce”.

According to Customers, Aspect Workforce Management Leads the Pack

Aspect

G2 Crowd Grid ® for Contact Center Workforce Software. What do G2 Crowd reviews show about Aspect Workforce Management software? Best scheduling application for a call center ”. “ Nearly perfect “ “ Analytic options are the best feature of this tool.

What’s Holding Back the Contact Center Industry?

Fonolo

Contact centers are like people: We’re all at different stages, chugging along healthily but sometimes faltering along the way. As we begin to look back at 2018, one thing is becoming clear: Not every contact center is created equal.

Baseball and The Myth of WFM Forecasting Accuracy

Aspect

Yogi Berra didn’t know much about contact centers, but he seems to have had great insight into the first phase of the workforce planning process when he said, “It’s tough to make predictions, especially about the future”.

Scheduling in the Gig Economy

Aspect

Other industries are quickly catching on for services such as furniture moving, dog walking and at-home makeup styling and the contact center isn’t far behind. Employees Can Work-at-Home – The Gig Economy is already in full swing in some segments of the contact center industry.

The Top Contact Center Trends to Watch in 2019 [White Paper]

Fonolo

No, it’s the top contact center trends to watch for in 2019. As the sun sets on 2018, contact center superheroes should watch for the plots, characters, and villains within them. Social Media as a Contact Center Touchpoint. It’s a bird! It’s a plane!

Time to Talk Seriously about Speech Analytics in the Contact Center

Aspect

Get ready for the next big thing in contact center workforce optimization: Speech Analytics. Even though speech analytics was introduced to the contact center industry back in 2003, Aberdeen Group reports that only about 15% of contact centers currently use speech analytics.

Sell the Value of Data Insights to the C-Suite

inContact

A comprehensive Workforce Optimization (WFO) solution is no longer a luxury. It is a necessity that gives the contact center the flexibility, agility, and power required to optimize agent performance while responding to customer needs quickly and effectively.

WFO’s Journey into the Future

DMG

The contact center workforce optimization (WFO) market is in transition. The most frequently purchased WFO applications are recording, quality assurance (QA) and workforce management (WFM). WFO applications are now available from a variety of vendor categories, including the WFO suite vendors, stand-alone vendors, contact center infrastructure providers, consulting firms and business process outsourcers (BPOs). WFO’s Journey into the Future .

Customer Reach – July Newsletter

Taylor Reach Group

Contact centers, customer service and customer experience: news, views and how to's. Inside this issue: Will AI Mean Less People and More Profit in the Contact Center? Apple Business Chat - A Contact Center Perspective . 4 Top Trends for Contact Centers .

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

inContact

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®.