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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
2/8/2012
NICE Workforce Optimization Achieving Community Needs
The 211 LA County, a non-profit organization, began to address its technology needs with the installation of NICE IEX Workforce Management. The center used the product's capabilities initially for basic scheduling needs, but when the organization hired a workforce optimization professional, it began to fully utilize the NICE solution to meet new, stringent policies and expectations.
NICE Workforce Optimization Achieving Community Needs
The 211 LA County, a non-profit organization, began to address its technology needs with the installation of NICE IEX Workforce Management. The center used the product's capabilities initially for basic scheduling needs, but when the organization hired a workforce optimization professional, it began to fully utilize the NICE solution to meet new, stringent policies and expectations.
1/26/2012
VCG to be an Exhibitor at HCI's Talent Strategy and Workforce Planning Conference
Volt Consulting Group, a deliverer of consulting and process mapping, workforce design and delivery, workflow automation, and managed solutions that help companies build and maintain a competitive advantage in the global marketplace, will participate as an exhibitor at the upcoming Human Capital Institute's (HCI) Talent Strategy and Workforce Planning Conference in Atlanta, GA.
VCG to be an Exhibitor at HCI's Talent Strategy and Workforce Planning Conference
Volt Consulting Group, a deliverer of consulting and process mapping, workforce design and delivery, workflow automation, and managed solutions that help companies build and maintain a competitive advantage in the global marketplace, will participate as an exhibitor at the upcoming Human Capital Institute's (HCI) Talent Strategy and Workforce Planning Conference in Atlanta, GA.
1/20/2012
Lasso CRM Gains Traction in the Canadian Market
Lasso CRM is gaining popularity amongst the developers, builders and marketing sales agencies in the Canadian market.
Lasso CRM Gains Traction in the Canadian Market
Lasso CRM is gaining popularity amongst the developers, builders and marketing sales agencies in the Canadian market.
1/9/2012
Finding a Market Advantage with Your WMS
Time is the most critical component of all things having to do with REO properties. Whether it is a long delay in approvals or an extremely quick turn around on an asset, it is always important to manage your time as effectively as possible.
Finding a Market Advantage with Your WMS
Time is the most critical component of all things having to do with REO properties. Whether it is a long delay in approvals or an extremely quick turn around on an asset, it is always important to manage your time as effectively as possible.
1/4/2012
NICE Looks to Expanding Solutions for Maximum Customer Impact in 2012
Towards the end of 2011, I was fortunate enough to have a conversation with Michael Storm, director of Innovation and Strategy for NICE Systems about how the company made improvements to its workforce optimization solutions over the year, as well as what it is looking forward to in the coming months. As it turns out, NICE is making inroads to exciting new ventures in the workforce optimization space.
NICE Looks to Expanding Solutions for Maximum Customer Impact in 2012
Towards the end of 2011, I was fortunate enough to have a conversation with Michael Storm, director of Innovation and Strategy for NICE Systems about how the company made improvements to its workforce optimization solutions over the year, as well as what it is looking forward to in the coming months. As it turns out, NICE is making inroads to exciting new ventures in the workforce optimization space.
12/22/2011
Looking Back on Workforce Optimization with NICE Systems
We are long-time surveyors of the world of workforce optimization solutions and strategies here at TMC, so it is always helpful to get some insight from the big guys in the space when it comes time to think about the progress the workforce optimization market made towards the end of the year. This year, I got the chance to sit down with NICE Systems' Director of Innovation and Strategy, Matthew Storm, to find out more about how the company sees its past progress contributing to its future.
Looking Back on Workforce Optimization with NICE Systems
We are long-time surveyors of the world of workforce optimization solutions and strategies here at TMC, so it is always helpful to get some insight from the big guys in the space when it comes time to think about the progress the workforce optimization market made towards the end of the year. This year, I got the chance to sit down with NICE Systems' Director of Innovation and Strategy, Matthew Storm, to find out more about how the company sees its past progress contributing to its future.
12/14/2011
Getting CEM Right by Yourself: The True One Percent
Let us know if this sound sfamiliar: A company decides to adopt Customer Experience Management, they get all kinds of feedback, sit back and think "Okay, now what?" What to actually, you know, do with all this?
Getting CEM Right by Yourself: The True One Percent
Let us know if this sound sfamiliar: A company decides to adopt Customer Experience Management, they get all kinds of feedback, sit back and think "Okay, now what?" What to actually, you know, do with all this?
12/6/2011
Using Workflow Software to Manage Restoration Vendors
REO assets are notorious for being in poor condition once a broker or agent takes possession. Previous owners, squatters, petty criminals and the wear and tear of abandonment often leave properties damaged. With this as a stark reality for REO agents and brokers, how can one best manage repairs, working with reliable vendors all while marketing the property for sale?
Using Workflow Software to Manage Restoration Vendors
REO assets are notorious for being in poor condition once a broker or agent takes possession. Previous owners, squatters, petty criminals and the wear and tear of abandonment often leave properties damaged. With this as a stark reality for REO agents and brokers, how can one best manage repairs, working with reliable vendors all while marketing the property for sale?
12/2/2011
Production Real-Time Performance Testing with AppDynamics and SOASTA
The AppDynamics real-time application monitoring solution has been integrated with the SOASTA CloudTest Platform. Full-scale performance tests of production systems can be quickly set up and run by users with this solution. This is possible by using SOASTA with Java and .NET performance analytics collected through AppDynamics. A joint announcement in this regard has been made by SOASTA and AppDynamics. SOASTA is an organization in cloud-based performance testing. AppDynamics is the next generation Application Performance Management or APM company.
Production Real-Time Performance Testing with AppDynamics and SOASTA
The AppDynamics real-time application monitoring solution has been integrated with the SOASTA CloudTest Platform. Full-scale performance tests of production systems can be quickly set up and run by users with this solution. This is possible by using SOASTA with Java and .NET performance analytics collected through AppDynamics. A joint announcement in this regard has been made by SOASTA and AppDynamics. SOASTA is an organization in cloud-based performance testing. AppDynamics is the next generation Application Performance Management or APM company.
12/2/2011
Exar Technologist Showcases Workforce Optimization Techniques
In his presentation "PK Acceleration for Increased Server Performance," which was part of the Accelerating Application Performance session 2-20, Fryar focused on server and workload-optimization techniques and also discussed the impact and benefits that it would have on web application servers.
Exar Technologist Showcases Workforce Optimization Techniques
In his presentation "PK Acceleration for Increased Server Performance," which was part of the Accelerating Application Performance session 2-20, Fryar focused on server and workload-optimization techniques and also discussed the impact and benefits that it would have on web application servers.
12/2/2011
NICE Boosts Workforce Optimization Suite with Merced Systems Acquisition
In a move that solidifies the company's position in the performance management sector, NICE Systems has acquired Merced Systems for a reported $150 million to underscore its ability to provide top notch analytics tools and workforce optimization solutions.
NICE Boosts Workforce Optimization Suite with Merced Systems Acquisition
In a move that solidifies the company's position in the performance management sector, NICE Systems has acquired Merced Systems for a reported $150 million to underscore its ability to provide top notch analytics tools and workforce optimization solutions.
11/22/2011
Closing the Loop in CEM with Workforce Optimization
The world of Customer Experience Management (CEM) demands that you readily engage with customers and collect feedback. At that point - what are you doing with the new data you have collected? Are you able to make changes to your processes or product lines to more readily match customer expectations? Are you instead focusing on workforce optimization to create a more productive environment?
Closing the Loop in CEM with Workforce Optimization
The world of Customer Experience Management (CEM) demands that you readily engage with customers and collect feedback. At that point - what are you doing with the new data you have collected? Are you able to make changes to your processes or product lines to more readily match customer expectations? Are you instead focusing on workforce optimization to create a more productive environment?
Latest Workforce Optimization Industry News
2/14/2012 7:31:42 AM
Linde extends Paragon transport planning software across 50 countries
Linde extends Paragon transport planning software across 50 countries
2/14/2012 7:01:44 AM
UC4 Software acquires Ventum Solutions
UC4 Software acquires Ventum Solutions
2/14/2012 5:45:19 AM
BUYINS.NET: SMBL, HBNK, HALO, CYNO, VG, EONC Are Seasonally Ripe To Go Down In the Next Five Weeks
BUYINS.NET: SMBL, HBNK, HALO, CYNO, VG, EONC Are Seasonally Ripe To Go Down In the Next Five Weeks
2/14/2012 5:31:44 AM
Linde Extends Paragon Planning Across 50 Countries
Linde Extends Paragon Planning Across 50 Countries
2/14/2012 4:02:15 AM
UC4 Software Redefines the Application Release Automation Market with Acquisition of Ventum; UC4 challenges the Big 4 IT Process Automation Vision
UC4 Software Redefines the Application Release Automation Market with Acquisition of Ventum; UC4 challenges the Big 4 IT Process Automation Vision
2/14/2012 4:01:31 AM
JAMS Job Scheduler Adds New PeopleSoft Adaptor
JAMS Job Scheduler Adds New PeopleSoft Adaptor
2/14/2012 3:00:09 AM
UC4 Software Redefines the Application Release Automation Market With Acquisition of Ventum
UC4 Software Redefines the Application Release Automation Market With Acquisition of Ventum
2/14/2012 12:32:28 AM
ProcureStaff Technologies to Present Consol VMS Highlights SOW at ProcureCon Indirect East Event
ProcureStaff Technologies to Present Consol VMS Highlights SOW at ProcureCon Indirect East Event
2/13/2012 4:01:44 PM
Dr. Martha Price Selected For Patients' Choice Award 2011
Dr. Martha Price Selected For Patients' Choice Award 2011
2/13/2012 4:01:43 PM
Corbins Electric Selected For Best Of Arizona Business 2011: Contractors
Corbins Electric Selected For Best Of Arizona Business 2011: Contractors
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