Workforce Optimization

Target Those Manual Processes with Automation

Way too many centers still have way too many manual process steps, negatively impacting the customer experience and the cost of doing business.

Technology Workforce Optimization Assisted Service

How to Excel with Performance Management Tools and Processes

Too often, the dominant ‘tool’ is Excel, and that is not cutting it for quality monitoring feedback, performance scorecards, weekly reports or anything else the typical center needs to manage...

Technology Workforce Optimization

How to Elevate Your Customer and Agent Experience

Gone are the days when customers were satisfied with a single channel to reach your contact center.

Technology Workforce Optimization White Papers

The Case for Technology in an Understaffed World

No technology is a silver bullet, but many tools can make a dent in the key things that contribute to understaffing.

Operations Assisted Service Technology Workforce Optimization

Employee Engagement and the Quality Management Renaissance

What we believe is driving this renewed interest, or renaissance, if you will, in QM is an industry focus on employee engagement that is driving the majority of operational changes in the contact...

Technology Workforce Optimization

Scheduling Resources Through Communication and Collaboration

The new generation of workers have grown up using cell phones from an early age. So why not communicate with agents how they prefer?

Technology Workforce Optimization White Papers

Why Teamwork is the Most Important Investment You’ll Ever Make

Customer service is the anchor point of the current contact center landscape—the contact center unites every department, every role and every vision for success.

Technology Workforce Optimization White Papers

Reach New Speeds to Insight with a Speech Analytics Strategic Blueprint Workshop

Speech analytics isn’t “just” software. It’s an innovative methodology that can alter the way we think about solving problems.

Technology Workforce Optimization White Papers

The State of the WFO Market

A core driver of all contact center solutions, is growth in the agent population. For the past five years, we have seen consistent growth in agent employment.

Technology Workforce Optimization

SIP In The Contact Center

While SIP isn’t the only way to deliver functionality centers seek, it is a good way, and sometimes the “best” way.

Technology Workforce Optimization

Coming Soon to a Contact Center Near You!

In just a couple years’ time—by 2020—messaging will be used more than voice and chat combined.

Technology Workforce Optimization

Are You Thankful for Your Customer Feedback Tool?

Insights from customer surveys must be connected with other data that you are capturing to understand whether or not you are moving the needle on customer experience.

Technology Workforce Optimization White Papers

The ABCs of Robotic Process Automation

Robots can make the work that employees do easier, providing guidance in a “show me” mode to help them learn how to do certain transactions without leaving the phone or desktop for training.

Technology Workforce Optimization

Engaged Employees = Happy Customers

Creating a dynamic culture that encourages employee engagement means addressing what’s important to contact center employees.

Technology Workforce Optimization White Papers

Automation Generation

The contact center innovations of the past 40 years have succeeded in improving agent productivity and delivering a more satisfactory service to end users, but their record for substituting...

Technology Workforce Optimization


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