Call center workforce management applications News
November 29, 2017
It can be challenging to pick a call center technology, implement it and optimize it for the best results. Here are the top eight call center tools to deliver the best customer experience.
June 04, 2014
Call center software hosting company Pipkins moved PCIe flash from its servers into ioControl SAN storage to bump up scale and performance.
January 10, 2011
There's a limited number of WFO players in the latest Magic Quadrant, but be prepared for a wave of infrastructure vendors to enter the market, according to Gartner.
March 30, 2010
The market for workforce management software in the contact center saw double-digit growth last year, but the technology still needs work, according to one expert.
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Associate workforce management, or WFM, and customer experience have more in common than you might think. Continue Reading
In this FAQ, learn more about recent trends in workforce management software and what that means for your business. Continue Reading
When starting a call center, use these best practices from the experts. Continue Reading
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Companies are responding to customer pressure to bring contact center operations back to the U.S. But how do they battle the cost burdens that brings? Continue Reading
How do you crack the contact center productivity code? Expert Donna Fluss explains why workforce management applications are more important than ever. Continue Reading
Donna Fluss explains how a big shift in WFM applications can help solve new contact center challenges. Continue Reading
Manage Call center workforce management applications
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Organizations can benefit greatly from applying predictive analytics to contact center data. Here's a look at four areas ripe for upgrades in those workflows. Continue Reading
An expert shares four technologies that are key to successful virtual contact centers: integrated contact routing, workforce management, computer-based training and gamification tools. Continue Reading
To keep pace with customer expectations, contact centers must evaluate their technologies and make some difficult decisions about investments in the tools they've used for years. Continue Reading
Problem Solve Call center workforce management applications Issues
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Contact center managers can give agents a change of pace with varied tasks to take on during idle time. Continue Reading
Expert Donna Fluss explains how to effectively establish a call center workforce management system – from creating a flexible scheduling plan for employees to reduce operating expenses, improve efficiency, enhance employee morale and increase agent retention. Continue Reading
Trying to measure ROI for workforce management (WFM)? Read expert advice on the benefits of WFM, including more accurate forecasts and scheduling, resulting in better match of resources to workload. Continue Reading