NICE inContact

APRIL 5, 2019

A common call center application, workforce management or WFM, does just this. WFM used to be something that only larger call centers had access to, but cloud-based WFM solutions have made the technology affordable for small and medium sized operations. The post What is an Inbound Call Center?

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NICE inContact

DECEMBER 18, 2017

They set out to consolidate from multiple ACD and WFM solutions, and with a simultaneous aim to expand the number of communication channels they offered to consumers. Although this was no easy feat TechStyle managed to move to a global ACD, a global email and chat platform, and a global WFM solution.

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Apparel Contact Center Customer Experience Case Study 150

Uniphore

FEBRUARY 26, 2020

The vendors positioned in the MQ Leaders Quadrant are still in the Leaders Quadrant, but what’s really interesting is what is happening in the lower left. Are WFM and QM old news? In reviewing the new 2020 Gartner Magic Quadrant for Workforce Engagement Management Report today, I saw something different for a change. I think so.

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Report Engagement Management 130

Calabrio

JUNE 5, 2019

This blog is a little different than our usual WFM posts but we have some exciting news! Olle Düring, shares some insights around the possibilities the acquisition by Calabrio brings, how we together are on a mission to humanize customer and employee experiences.

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Self Service Contact Center Employee Experience Chatbots 100

NICE inContact

DECEMBER 4, 2018

Welcome to the dizzying world of What Do We Do Next? What about new unified communications (UC), PBX and other contact center. What about new unified communications (UC), PBX and other contact center. What level of integration to external systems (as in CRM) do my agents need? appeared first on NICE inContact Blog.

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Contact Center CRM Analytics Report 122

UJET

JUNE 3, 2020

But what if you were used to having your entire team in one office and usually spoke to them in person. Agents start work by signing in , but what other technology do they need? What tools and platforms will they need to complete that work too? WFM and QM solutions can help optimize the support organization.

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Management How To Call Center Meeting 82

NICE inContact

MAY 14, 2019

First, What Is Intraday Management? First, What Is Intraday Management? Most of us are familiar with the forecasting capabilities available within WFM platforms. From there, a reforecast can be run for the rest of the day to assess what actions should be taken to help mitigate the gaps or surpluses.

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Contact Center Management Average Handle Time Course 136

Calabrio

AUGUST 1, 2019

As Calabrio’s WFM evangelist, I love spending time with our customers and really helping them dig into their operations. I attended my first event as a wide-eyed contact center employee, not really having any idea what to expect. Chat with WFM gurus to take your staffing to the next level. We want the same for you.

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Company Contact Center Conference Connections 100

NICE inContact

APRIL 12, 2018

One common example is in workforce management (WFM). You can buy the most sophisticated WFM platform in the world, produce the most accurate and optimized forecasts and schedules, but if your agents aren’t following those schedules, you’re not going to see improvements in service level and customer satisfaction.

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Contact Center Metrics Knowledge Base Trends 27

Calabrio

JANUARY 2, 2020

In June 2019, Calabrio acquired Teleopti, offering the perfect path forward for our team, customers, partners and WFM product. Embracing the new era of CX Intelligence means going beyond the simple ‘what happened?’ Therefore, on January 13 we will completely unite under the Calabrio brand. Seamless and consistent communications.

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Brands Social Media Roadmap Contact Center 221

Calabrio

JANUARY 2, 2020

In June 2019, Calabrio acquired Teleopti, offering the perfect path forward for our team, customers, partners and WFM product. Embracing the new era of CX Intelligence means going beyond the simple ‘what happened?’ Therefore, on January 13 we will completely unite under the Calabrio brand. Seamless and consistent communications.

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Social Media Roadmap Contact Center Analytics 190

Playvox

MARCH 21, 2024

In a recent Harvard Business Review blog, results from a survey of 2,479 people were asked, “What has helped your career more, positive or negative feedback? The well-being, satisfaction, and motivation of your frontline staff play a pivotal role in shaping the customer experience. Research supports this statement.

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Strategy Contact Center Multi-Channel Social Media 90

NICE inContact

NOVEMBER 9, 2018

What does this mean? Workforce management (WFM) software can help. WFM software is no longer for big contact centers. This will eliminate the need to manage WFM as a separate application as well as give you the best results. Listen to what your customers are trying to tell you. We live in a digital world.

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Contact Center Contact Center Software Self Service Chatbots 122

CSM Magazine

FEBRUARY 17, 2021

In the first of a new series of blogs, he shares three top tips for empowering employees using the latest cloud-based innovations in Workforce Engagement Management (WEM). The latest analytics tools help contact centre leaders understand the “why” behind the “what” of operations to improve agent and customer experience.

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Omni-Channel Self Service Gamification Multi-Channel 52

NICE inContact

APRIL 13, 2016

How do you know if there is a problem if you don’t know what your customers are saying? In order to help your contact center “do more with less” we suggest utilizing a workforce management (WFM) solution. You can continually improve and refine your contact center operations from the insights gained using this innovative WFM solution.

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Contact Center Tools Management First Call Resolution 120

Circular Edge

MAY 10, 2022

Blog Credit: Ian McCue, April 7, 2022 (What is ERP (Enterprise Resource Planning)? Most business professionals have heard the term “ERP,” but they may not know exactly what enterprise resource planning systems can do for their teams. What is Enterprise Resource Planning (ERP)? What is Enterprise Resource Planning (ERP)?

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