Workforce Management Featured Articles
Cresta, an AI startup firm focusing on workforce management and productivity increases for contact center workers, has launched with a $21 million fun…
2/25/2020
Innovation is the forefront of success across industries today. Businesses that innovate are winning the race. NICE inContact and its CXone offering, …
2/25/2020
Spok, a healthcare communications provider based in Springfield, VA, is focused on improving care collaboration for clinical teams as they depend more…
2/21/2020
Call center agents must be engaged and motivated on the job to successfully engage customers. Call center managers can boost engagement by fostering a…
1/24/2020
There's a huge disconnect in contact centers today. While most of them - better than 90 percent - claim that customer service quality is their number …
1/22/2020
In regard to delivering quality customer care, nothing is more important than consistent quality and always-on communications. When ORGANO - a growing…
1/15/2020
NICE inContact and Zendesk announced a partnership that pairs the Zendesk customer service and engagement suite with the NICE inContact CXone to expan…
1/10/2020
A viral holiday anecdote about excellent customer service at a Chick-fil-A drive-thru should serve as the gold standard for customer engagement, parti…
1/2/2020
While most of us expect Amazon to run like a well-oiled machine during the holiday season - at least from a customer's perspective - even the most org…
1/2/2020
One US real estate franchise is ensuring it's prepared for the future and making the move to the cloud with Five9. The company announced it was chosen…
12/27/2019
If you manage a call center and you're of a certain age, chances are that you know how to calculate the Erlang-C formula, a mathematical calculation t…
12/27/2019
The holiday season can be busy and chaotic in the call center, but it's also one of the key times to engage and retain customers. By following a few t…
12/20/2019
It's no secret that call center work has high turnover rates. The work isn't exactly anyone's dream job, and it's often micro-managed. It's a high-pre…
12/18/2019
Employee engagement is critical for all businesses, but it's particularly important for companies with high turnover. The call center industry, which …
12/13/2019
A recent study from ZipRecuriter found that workplace diversity is very important to today's job seekers' when looking for employment. The first annua…
12/5/2019
Frost & Sullivan honored Noble Systems with a 2019 Market Share Leadership Award for the North American Outbound Dialing Systems market. This marks th…
12/4/2019
Contact center solutions provider Serenova has acquired the technology and hired the team behind the ProScheduler platform from Swedish company Loxyso…
11/27/2019
Verint Systems has upgraded its Workforce Management (WFM) solution with AI-infused automation and mobility to streamline the forecasting and scheduli…
11/26/2019
The global workforce is increasingly comprised of millennials and Gen Z workers, making mobility and mobile workforce management a necessity.
11/25/2019
Avaya announced that its Avaya IX Contact Center solutions with Google Cloud Contact Center enhancements are now available for global customers.
11/22/2019
The growing call center industry in Tijuana Mexico is an attractive option for companies throughout the world looking to save money on outsourcing wit…
11/13/2019
Workforce Insight has announced the acquisition of Presence of IT Workforce Management North America, LLC. The merger will allow Workforce Insight to …
11/12/2019
While many column inches are regularly devoted to the idea of managing younger workers from the Millennial generation, it's easy to forget that there …
11/7/2019
This week, NovelVox unveiled an enhanced version of Cisco Finesse Mobile Agent. The new release includes team phone book, call logs, team stats, cache…
11/6/2019
NICE inContact announced improvements to the CXone Agent for Salesforce, empowering omnichannel experiences. The CXone is able to provide a unified in…
10/30/2019
Noble Systems announced Nobel Gamification 2.0, an omnichannel contact center solution that is building on its award-winning ways.
10/29/2019
AI and automation are increasingly being used to improve CRM and customer service. AI is a natural fit for many types of customer interactions across …
10/25/2019
Cybersecurity firm Symantec Corporation has a new employee: an artificial intelligence called "Sami." It should help users of company's security produ…
10/23/2019
Danish firm Duka announced the selection U-WFM's Workforce Management in the Cloud offering for its Hinnerup, Denmark contact center.
10/18/2019
Intradiem and Aspect Software announced a co-marketing partnership that brings together robust WFO and real time automation for enterprise contact cen…
10/17/2019
The latest version of Aspect Software's Cloud Contact Centre offering has been announced. With the release of version 19, agents and supervisors are e…
10/11/2019
For many companies, outsourcing contact center services such as customer support to a foreign country makes sense. It saves on labor and allows compan…
10/4/2019
Recently, Vonage unveiled the 2019 Vonage IVR survey, illustrating some highly interesting results. Your IVR may be a big reason you keep losing custo…
9/27/2019
In recent years, companies have put more focus on improving the work conditions in call centers so that agents feel more at ease and enjoy their jobs.…
9/26/2019
Nuance announced the Nuance Intelligent Engagement Platform is making the addition of Intelligent Engagement services as well back end integrations to…
9/17/2019
Upstream Works Software Partners announced a new partnership with Aceyus, the two aim to merge actionable data with customer experience management to …
9/16/2019
WFMSG took the wrapping off Release 4.4 of its Community WFM solution. New additions to the platform focused on improving forecasting and schedule opt…
9/13/2019
While we know many technology and solutions providers are building machine learning and artificial intelligence (AI) into their solutions, apps and pl…
9/9/2019
Customer interactions are a bit like icebergs: while there's a small amount of information - usually what goes into the ears of call center agents - v…
9/6/2019
Cloud contact center software provider NICE inContact delivers a cloud customer experience platform that makes better one-on-one experiences possible …
9/6/2019
Job burnout is on the rise and poses a significant threat to the global workforce. AI technologies are increasingly being used to aid contact center e…
8/30/2019
Today, artificial intelligence (AI) helps us shop, navigate our computers, operate our in-car infotainment systems and more. It's increasingly showing…
8/28/2019
The better a call center agent is trained, coached, guided and valued, the more likely he or she is to remain engaged with the job and to stick around…
8/22/2019
If you were to make a list of all your customers' complaints, you'd probably find that a large majority of them are the same few complaints repeatedly…
8/15/2019
Verint Systems has been honored for Workforce Optimization Solution of the Year, and received an honorable mention for Omnichannel Solution for the Ye…
8/15/2019
Salesforce announced a definitive agreement to purchase field service management provider ClickSoftware. Joining a robust platform, ClickSoftware will…
8/8/2019
While "the customer experience" has been on most company's radar for years, if not decades, most companies have had imperfect success when it comes to…
8/6/2019
Automated and AI-based coaching technologies are being integrated into workforce management and contact center solutions to help agents improve their …
8/2/2019
As companies strive to do more with less workforce, workforce management becomes a critical element of operations. Workforce management, deployed prop…
8/1/2019
A new report from DMG consulting - 2019/2020 Intelligent Virtual Agent Product and Market Report - put Verint front and center. The VoC solution provi…
7/26/2019
AI and virtual assistant technologies stand to transform the entire customer service industry, improving the speed and quality of customer service whi…
7/26/2019
AI has already made major inroads in customer service and is set to transform the entire contact center industry, improving both customer and agent en…
7/19/2019
It's 2019, and we tend to still consider call center work "low skilled." While once upon a time, this may have been the case, customer support today i…
7/19/2019
Verint, also self-proclaimed "The Customer Engagement Company", had the latter confirmed in not one, or two but three customer service evaluations boa…
7/11/2019
The contact center is a complex place today. We have so many channels, so many solutions, so many screens and so many processes, that agents - once cu…
7/10/2019
In the contact center, speech analytics are invaluable. For firms not embracing this future-forward approach the ignorance is certainly not bliss. Let…
7/3/2019
How your agents speak and the words they choose to use when responding to customers needs is directly related to the end result of the call. Upbeat ac…
7/1/2019
This week, Verint was the only vendor to be recognized in two 2019 Gartner Magic Quadrants. Specifically, the customer engagement company earned accol…
6/27/2019
If you made a list of the top 10 most stressful jobs, there's a good chance that call center agent would land on it somewhere, alongside "emergency ro…
6/27/2019
The Hertfordshire County Council recently announced the selection of Verint's government and public sector portfolio, making the management of governm…
6/20/2019
What is "nesting?" Nesting, sometimes known as the transition stage, is the point at which new call center hires are finished with their classroom tra…
6/18/2019
The use of AI and automation is on the rise in the banking, financial services and insurance sectors. Financial customer service is an ideal fit for a…
6/13/2019
While there are many moving parts to properly managing a workforce, it's the soft skills - the ability to understand and motivate people - that often …
6/13/2019
As older workforce retires and makes way for younger Millennials and Gen Y, even the style in which workforces are being managed is shifting. All of t…
6/7/2019
Most businesses collect and store huge amounts of data as a routine course of action. But often that data sits unanalyzed. A proper WFM solution can p…
6/6/2019
Club Med's use of spreadsheets to schedule its contact center agents and forecast customer service demand levels was outdated and unreliable. The comp…
5/31/2019
Today's workplace is more diverse than ever before. As Baby Boomers transition out of their roles and Gen Y enters, the age range of workers is expans…
5/31/2019
Call centers have become a key focus for businesses when it comes to growth and brand loyalty. Once viewed simply as "cost centers," or a place to man…
5/22/2019
In the contact center, managers spend a great deal of time preventing turnover. Customer turnover, since it costs far more to acquire a new customer t…
5/21/2019
Verint Systems unveiled enhancements to Verint's Desktop and Process Analytics solution, which claims to fundamentally change the nature of work. The …
5/17/2019
Call centers have one of the highest rates of employee turnover in the U.S., at more than double the national rate. This trend may be reversed through…
5/14/2019
The contact center is littered with obstacles. Well, allow me to clarify. Without the proper solutions in place the contact center is littered with ob…
5/10/2019
AI is often viewed as a threat to human jobs, particularly in the call center. But given its limitations, expense and the fact that callers prefer to …
5/10/2019
Verint announced the addition of Anomaly Detection to its suite of VoC solutions. With Anomaly Detection in place, companies can leverage the analytic…
5/1/2019
Providing great customer support is expensive and time-consuming. Many organizations are tempted to cut corners, particularly when their customer chur…
4/30/2019
Burnout is not something to take lightly. From time to time we all need to take a "mental health day" or employ practices to combat the drain from out…
4/30/2019
The U.S. Department of Veterans Affairs understands text messaging has become a desired communications features and and has added SMS as an option for…
4/29/2019
Call center management is a complex skill honed over years, or even decades, of workforce management, understanding customers, learning systems and ma…
4/23/2019
Contact centers need to ensure the needs of customers and agents are being met in the fleeting era of omnichannel communications and interactions. A d…
4/22/2019
Advanced data analytics capabilities built into a modern workforce management solution could identify, for example, that a particular type of call is …
4/11/2019
The contact center is a difficult place to work. It's a high-pressure environment, it's noisy, it's busy and sometimes tempers get short. Customers ca…
4/4/2019
Once upon a time, "workforce management" was as simple as a time clock, and a lot of manual tabulation by a manager. While keeping track of the hours …
4/2/2019
Contact center managers need to effectively communicate the scope, goals and demands of performance management programs to their agents and staff memb…
3/29/2019
With previous generations of contact center solutions, interpreting the data they generated generally took an analyst or other dedicated full-time per…
3/26/2019
The future of Intelligent Virtual Assistants (IVAs) is unfolding and holds tremendous promise. But, the path to progress has not been without pitfalls…
3/21/2019
Here are 3 things call centers should focus on now to start improving how they're listening and reacting to customers to drive quality scores.
3/12/2019
Workforce management (WFM) is a collective term for all the processes that a contact center undertakes to ensure it has the right number of representa…
3/11/2019
In the contact center, recruiting and hiring tend to take the lion's share of time and attention. It's easy to forget, therefore, about the importance…
3/6/2019
As contact centers are continually under pressure to improve the customer experience while keeping costs under control, one of the best ways to do so …
3/6/2019
A more holistic, organization-wide approach to data mining an analytics can offset privacy concerns and better benefit companies.
2/27/2019
Your customers don't particularly like talking to you on the phone. Don't take it personally. Don't get us wrong. They may like you, and like your com…
2/25/2019
Workforce management software is a strong way to drive performance in the contact center. In customer service, there's no time to rest on laurels, as …
2/22/2019
If your workforce management leaves a lot to be desired, chances are good you're using an older platform that may not be reflecting today's contact ce…
2/15/2019
At its core, workforce management is about forecasting. It's about predicting the volume of customer contacts (calls, emails, etc.), using those predi…
2/14/2019
Workforce management is for huge companies…right? In small contact centers or support centers, the hairy eyeball of the supervisor should be enough to…
2/7/2019
Establishing communications links between software tools, as well as humans, can help prevent dangerous "team silos" from gaining a foothold in your o…
2/4/2019
Teach your sales and marketing departments to work together, and you'll have more success.
1/31/2019
Most of us love emojis. Those little digital icons that convey love, happiness, anger, sadness, encouragement or revulsion have become integral to our…
1/22/2019
The Workforce Institute at Kronos in its 2019 predictions notes that artificial intelligence and machine learning are among the key trends impacting w…
1/9/2019
Contact centers are becoming more sophisticated in their ability to analyze and act on customer behavior. Speech analytics and workforce optimization …
1/8/2019
