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What is workforce optimization? Workforce optimization helps companies improve the efficiency and effectiveness of their customer interactions through solutions that capture interactions across all channels, analyze to reveal insights, and drive actions that impact business results and customer experience. Workforce Optimization solutions include capabilities for call recording, agent evaluation and coaching, performance management, forecasting and scheduling, interaction analytics and feedback surveys. These capabilities are applied in solutions that enable businesses to harness the data from customer interactions to increase efficiency, improve sales efforts and ultimately improve client experience.
Workforce Optimization Highlights
5/24/2012
NICE and Knowlagent Integrate Workforce Optimization Technology
Knowlagent announced today the integration of its RightTime call center solution which enables call centers to tap into unproductive idle time to increase agent productivity and performance with NICE IEX Workforce Management.
NICE and Knowlagent Integrate Workforce Optimization Technology
Knowlagent announced today the integration of its RightTime call center solution which enables call centers to tap into unproductive idle time to increase agent productivity and performance with NICE IEX Workforce Management.
5/24/2012
Acme Packet, NICE Team to Announce a Solution for Interactive Session Recording
Acme Packet and NICE have announced a solution for interactive session recording based on the Internet Engineering Task Force's (IETF) Internet draft of the standardized Session Recording Protocol (SIPREC).
Acme Packet, NICE Team to Announce a Solution for Interactive Session Recording
Acme Packet and NICE have announced a solution for interactive session recording based on the Internet Engineering Task Force's (IETF) Internet draft of the standardized Session Recording Protocol (SIPREC).
5/23/2012
Nice Job, NICE! DMC Consulting Names Leading WFO Vendor
NICE Systems, provider of intent-based solutions, has once again taken the lead in the contact center workforce optimization (WFO) market. DMC Consulting LLC released a report that discloses information on NICE and just what it is doing right to become the leading workforce optimization provider in the world at the moment.
Nice Job, NICE! DMC Consulting Names Leading WFO Vendor
NICE Systems, provider of intent-based solutions, has once again taken the lead in the contact center workforce optimization (WFO) market. DMC Consulting LLC released a report that discloses information on NICE and just what it is doing right to become the leading workforce optimization provider in the world at the moment.
5/23/2012
Social Media Matters in Customer Experience Management
One of the most valuable tools for engaging with customers is likely resting at your fingertips. With the rapid adoption of the smartphone and the proliferation of social media apps on mobile devices, consumers and company representatives alike can engage, interact and instigate action. And, it even works for public entities.
Social Media Matters in Customer Experience Management
One of the most valuable tools for engaging with customers is likely resting at your fingertips. With the rapid adoption of the smartphone and the proliferation of social media apps on mobile devices, consumers and company representatives alike can engage, interact and instigate action. And, it even works for public entities.
5/15/2012
DMG Consulting Recognizes NICE as Top Contact Center WFO Vendor
The latest report from DMG Consulting titled "Quality Management/Liability Recording (Workforce Optimization) Product and Market Report 2011-2012," has yet again recognized NICE as a global leader within the contact center Workforce Optimization (WFO) market. NICE is a renowned source of intent-based solutions that optimize business performance, operations, compliance and security.
DMG Consulting Recognizes NICE as Top Contact Center WFO Vendor
The latest report from DMG Consulting titled "Quality Management/Liability Recording (Workforce Optimization) Product and Market Report 2011-2012," has yet again recognized NICE as a global leader within the contact center Workforce Optimization (WFO) market. NICE is a renowned source of intent-based solutions that optimize business performance, operations, compliance and security.
5/10/2012
NICE Reports Strong Growth in First Quarter of 2012
NICE Systems has reported record non-GAAP revenues of $215 million and non-GAAP EPS of $0.57 for the first quarter of 2012.
NICE Reports Strong Growth in First Quarter of 2012
NICE Systems has reported record non-GAAP revenues of $215 million and non-GAAP EPS of $0.57 for the first quarter of 2012.
5/7/2012
Procurement Innovation Can Drive Productivity Gains
Innovation is required if the United States is to regain the level of productivity that it enjoyed toward the end of the 19th Century through the mid-20th Century. However, innovation by itself is not enough. Just as our parents and grandparents adopted electricity, the automobile, credit cards and airplanes in the period from 1870-1950, businesses and organizations of the 21st Century must embrace change.
Procurement Innovation Can Drive Productivity Gains
Innovation is required if the United States is to regain the level of productivity that it enjoyed toward the end of the 19th Century through the mid-20th Century. However, innovation by itself is not enough. Just as our parents and grandparents adopted electricity, the automobile, credit cards and airplanes in the period from 1870-1950, businesses and organizations of the 21st Century must embrace change.
5/2/2012
Workforce Optimization: NICE Subsidiary Unveils Hedge Fund Trading Compliance Solution
NICE Systems, a provider of operational efficiency and workforce optimization solutions, announced that NICE Actimize, its subsidiary that provides financial risk and compliance software platform for the financial services industry, is offering a comprehensive hedge fund trading compliance solution for the cash market and derivative asset classes.
Workforce Optimization: NICE Subsidiary Unveils Hedge Fund Trading Compliance Solution
NICE Systems, a provider of operational efficiency and workforce optimization solutions, announced that NICE Actimize, its subsidiary that provides financial risk and compliance software platform for the financial services industry, is offering a comprehensive hedge fund trading compliance solution for the cash market and derivative asset classes.
5/2/2012
NICE Introduces NICE Mobile Reach Solution
NICE has unveiled NICE Mobile Reach (MR) solution, which the company claims is the industry's only comprehensive offering for assisted customer service over smartphones and tablets.
NICE Introduces NICE Mobile Reach Solution
NICE has unveiled NICE Mobile Reach (MR) solution, which the company claims is the industry's only comprehensive offering for assisted customer service over smartphones and tablets.
5/2/2012
NICE Recording Solution Improves Greater Manchester Fire and Rescue Service Response Time
The U.K.'s second-largest fire service, Greater Manchester Fire and Rescue Service (GMFRS), recently announced it has awarded Sinclair Voicenet - a specialist provider of multimedia recording, quality management, customer interaction analytics and workforce management solutions - a major contract supply and install a new voice recording solution for the GMFRS.
NICE Recording Solution Improves Greater Manchester Fire and Rescue Service Response Time
The U.K.'s second-largest fire service, Greater Manchester Fire and Rescue Service (GMFRS), recently announced it has awarded Sinclair Voicenet - a specialist provider of multimedia recording, quality management, customer interaction analytics and workforce management solutions - a major contract supply and install a new voice recording solution for the GMFRS.
5/1/2012
NICE Reduces Service Costs for Mobile Customers
NICE is reducing service costs for mobile customers by introducing the industry's only comprehensive offering for assisted customer service over smartphones and tablets.
NICE Reduces Service Costs for Mobile Customers
NICE is reducing service costs for mobile customers by introducing the industry's only comprehensive offering for assisted customer service over smartphones and tablets.
4/27/2012
UserVoice and SugarCRM Team Up to Provide Integrated Customer Support
The world's fastest growing customer relationship management company, SugarCRM, has integrated with the Web's easiest customer service solution, UserVoice to provide bi-directional data sharing between these 2 powerful systems. By integrating with SugarCRM, customer activity, support requests and feedback from UserVoice will now populate SugarCRM's databases in real-time. This integration will have numerous benefits especially to customers already using the CRM.
UserVoice and SugarCRM Team Up to Provide Integrated Customer Support
The world's fastest growing customer relationship management company, SugarCRM, has integrated with the Web's easiest customer service solution, UserVoice to provide bi-directional data sharing between these 2 powerful systems. By integrating with SugarCRM, customer activity, support requests and feedback from UserVoice will now populate SugarCRM's databases in real-time. This integration will have numerous benefits especially to customers already using the CRM.
Latest Workforce Optimization Industry News
5/25/2012 1:14:13 PM
Petition for Waiver of Compliance
Petition for Waiver of Compliance
5/25/2012 12:14:03 PM
Certified Payment Processing Identifies Merchant Sales Consultants as Key to Market Growth
Certified Payment Processing Identifies Merchant Sales Consultants as Key to Market Growth
5/25/2012 11:44:06 AM
Synergy Solutions plans Bemidji expansion
Synergy Solutions plans Bemidji expansion
5/25/2012 10:44:00 AM
SoundBite Communications to Discuss Keys to Unlocking Your Mobile Database for Consumer Insight at CRMC 2012
SoundBite Communications to Discuss Keys to Unlocking Your Mobile Database for Consumer Insight at CRMC 2012
5/25/2012 8:44:15 AM
MTBC Launches CareConnector(TM), a Patent-Pending System That Identifies and Proactively Schedules Important Healthcare Encounters
MTBC Launches CareConnector(TM), a Patent-Pending System That Identifies and Proactively Schedules Important Healthcare Encounters
5/25/2012 4:44:06 AM
Marine Corps Reserve makes technological advancements
Marine Corps Reserve makes technological advancements
5/25/2012 1:44:56 AM
Loyola Marymount University Utilizes EmpCenter Solution
Loyola Marymount University Utilizes EmpCenter Solution
5/25/2012 1:44:54 AM
Washington Trust Bank Going Mobile with Atlantis VDI Solution
Washington Trust Bank Going Mobile with Atlantis VDI Solution
5/25/2012 1:44:40 AM
Alorica Named to Top 50 Teleservices Agencies Ranking
Alorica Named to Top 50 Teleservices Agencies Ranking
5/25/2012 1:44:04 AM
Teachscape's Observation and Professional Learning Technologies Recognized as Finalists in the 2012 AEP Awards
Teachscape's Observation and Professional Learning Technologies Recognized as Finalists in the 2012 AEP Awards
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