Workforce Optimization Featured Articles
NICE Systems Named Workforce Optimization Leader by Industry Analysts
NICE Systems, a provider of workforce optimization technology, has been recognized by a number of major industry analyst firms, including DMG and Gartner, for its integrated, cloud-based approach to workforce optimization...
Management Challenges of Moving from the Contact Center to the Back Office
Contact center managers face unique challenges in the workplace. Ostensibly, they are there to ensure that the contact center meets its goals, operates according to preset metrics and performs to the best of its ability to serve customers. In reality, however, contact center managers often find themselves doing not only these things, but acting as chief troubleshooter, personal therapist, headset-fixer, computer problem solver, referee, social planner and blame-taker...
NICE Systems Receives STAR Award
NICE Systems has announced that the Technology Services Industry Association has presented it with the STAR award for Innovation in Enabling Customer Success, Professional Services...
OneRoof Deploys ClickWorkforce via AppExchange
Solar services provider OneRoof Energy has deployed ClickSoftware's ClickWorkforce via the Salesforce AppExchange. The company chose to deploy ClickWorkforce in response to an increasing market demand for affordable solar leasing solutions...
All Hands on Deck: Manning a Contact Center in the Event of a Crisis
Many companies pride themselves on the nature of the customer support they provide. They have well-run facilities, well trained agents and their customers report high satisfaction rates. But what happens when the power goes out? Or, as in the case with a contact center for Fairbanks, Alaska's Golden Valley Electric Association, what happens when all your customers' power goes out and they take to the phones en masse?..
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