Workforce Optimization Featured Articles
NICE Systems Receives Two 2014 Product of the Year Awards from CUSTOMER Magazine
Today, consumers have many different options when it comes to voicing their opinions about a particular product or service they purchase. This means organizations have to be able to manage several different touch points in order to address any and all concerns from customers (and to respond to negative comments that can potentially have a significant impact on the company before it goes viral). Managing these concerns in house can be both resource intensive and very expensive. The best course of action is to find a company that has been recognized for delivering quality customer service related solutions and take full advantage of their services...
VXI Global Solutions Selects HireIQ to Automate, Improve Applicant Selection Process
In order to increase hiring efficiency and to ensure consistency and compliance in the recruitment process, VXI Global Solutions, a customer experience and information technology outsourcer, has selected HireIQ Solutions, a provider of predictive analytics and virtual talent acquisition solutions for customer-facing organizations...
Separating Good Customer Effort from Bad Customer Effort
One of the first interactive social media-based campaigns the marketing world observed came in advance of the release of the movie, "The Golden Compass." Legions of new Facebook users were encouraged to take tests to find what their "daemon," or animal spirit companion was, sharing the results with friends. While many more clever campaigns have followed, it remains many people's first experience of being willing to expend effort on what was clearly a marketing campaign...
Western Union Taps NICE Systems to Improve Its Customer Experience
Western Union Company has turned to NICE Systems' Customer Interaction Management solutions in search of a superior customer experience. Indeed, NICE's solutions are designed to help companies leverage customer insights to deliver an enhanced experience across their entire customer service department. In the case of Western Union, the company is hoping to enhance its global Customer Care Centers...
Sinclair Voicenet Debuts QM Plus for Contact Centers
Sinclair Voicenet has launched QM Plus, a new analytics-enabled quality management solution designed to serve the needs of the contact center. The UK-based company is a provider of multimedia interaction recording, quality management, interaction analytics, customer feedback and workforce management solutions...
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