Call Center/CRM
Info Tech 
IP Communications 
Mobile 
Green 
Satellite 
Robotics 
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
5/16/2013
Voice Biometrics Technology Can Alleviate More than One Customer Pet Peeve
Despite the proliferation of channels through which customers can contact a company, there is one thing that hasn't changed: customers still like speaking to a human. According to Opus Research, 80 percent of all callers to contact centers prefer to go straight to a live agent. Traditionally, the IVR is considered a bit of a barrier by customers: in an attempt to route the call to the correct agents, it delays the customer getting his or her business taken care of. A poorly designed IVR with too many branches on the menu tree can leave a customer thinking the company simply doesn't want to speak with its customers.
Voice Biometrics Technology Can Alleviate More than One Customer Pet Peeve
Despite the proliferation of channels through which customers can contact a company, there is one thing that hasn't changed: customers still like speaking to a human. According to Opus Research, 80 percent of all callers to contact centers prefer to go straight to a live agent. Traditionally, the IVR is considered a bit of a barrier by customers: in an attempt to route the call to the correct agents, it delays the customer getting his or her business taken care of. A poorly designed IVR with too many branches on the menu tree can leave a customer thinking the company simply doesn't want to speak with its customers.
5/13/2013
Healthcare Workforce Optimization Provider API Healthcare Partners with TeleTracking Technologies
API Healthcare, a provider of healthcare workforce management solutions, recently partnered with TeleTracking Technologies, a provider of real-time capacity management solutions for hospitals and health systems, to better enable staff workload balancing with patient demand.
Healthcare Workforce Optimization Provider API Healthcare Partners with TeleTracking Technologies
API Healthcare, a provider of healthcare workforce management solutions, recently partnered with TeleTracking Technologies, a provider of real-time capacity management solutions for hospitals and health systems, to better enable staff workload balancing with patient demand.
5/9/2013
Building the Best Possible Contact Center Operation with the Help of Analytics
Multichannel customer service is not a new concept, but the type and number of channels seem to change - grow larger, in most cases - every few years. Customers expect the highest quality service, and they expect it regardless of which communications media they choose. The days when telephone calls were answered within two minutes but customer e-mails sat lagging for days unanswered are gone - at least for companies that wish to continue to keep their doors open.
Building the Best Possible Contact Center Operation with the Help of Analytics
Multichannel customer service is not a new concept, but the type and number of channels seem to change - grow larger, in most cases - every few years. Customers expect the highest quality service, and they expect it regardless of which communications media they choose. The days when telephone calls were answered within two minutes but customer e-mails sat lagging for days unanswered are gone - at least for companies that wish to continue to keep their doors open.
5/9/2013
Entering The Cloud of Karma
Computers need fixing. So do mobile devices, MP3 players, printers and software applications. Not everyone is a technology expert, and as the growing proliferation of IT devices continues to drag us forward into the future and thus the impending singularity, customer service solutions are just becoming a part of daily life. Has the screen of your tablet PC started to malfunction? Perhaps your iPod Nano has access to over one thousand songs but only plays random tracks from U2's Achtung Baby album. That's weird, and people need to fix it. Even more embarrassing situations need remedying: viruses and malware infections. Just like our bodies need doctors, machines need their own care professionals.
Entering The Cloud of Karma
Computers need fixing. So do mobile devices, MP3 players, printers and software applications. Not everyone is a technology expert, and as the growing proliferation of IT devices continues to drag us forward into the future and thus the impending singularity, customer service solutions are just becoming a part of daily life. Has the screen of your tablet PC started to malfunction? Perhaps your iPod Nano has access to over one thousand songs but only plays random tracks from U2's Achtung Baby album. That's weird, and people need to fix it. Even more embarrassing situations need remedying: viruses and malware infections. Just like our bodies need doctors, machines need their own care professionals.
5/8/2013
NICE's Profit and Revenue Grows in Q1 2013
As a business, you can offer the best product, the coolest service or the cheapest prices, but you will not succeed if you do not offer superior customer service. NICE Systems, a provider of customer interactions management and workforce optimization solutions, understands this, and offers a wide portfolio of solutions and products to make sure companies are doing everything they can to improve customer satisfaction.
NICE's Profit and Revenue Grows in Q1 2013
As a business, you can offer the best product, the coolest service or the cheapest prices, but you will not succeed if you do not offer superior customer service. NICE Systems, a provider of customer interactions management and workforce optimization solutions, understands this, and offers a wide portfolio of solutions and products to make sure companies are doing everything they can to improve customer satisfaction.
5/1/2013
Community Workforce Optimization Solution Integrated with Broadworks
Today, workforce optimization is more than just workforce scheduling. Smart companies are using workforce management for more difficult and labor-intensive tasks, such as calculating complex employee compensation formulas.
Community Workforce Optimization Solution Integrated with Broadworks
Today, workforce optimization is more than just workforce scheduling. Smart companies are using workforce management for more difficult and labor-intensive tasks, such as calculating complex employee compensation formulas.
4/30/2013
NICE to Share Best Practices on Bringing Enterprises Closer to Customers
Whether it's for support, account information, a frequently asked question or a complaint, customers are getting in touch in companies for a reason. As an agent, it's hard to deliver great customer service if you don't understand your customers' needs and preferences. This includes not only being prepared for different scenarios, but being ready to deliver service across multiple platforms; customers today aren't just turning to the call center to reach organizations. They're using smartphones, e-mail, chat, text message, social media and tablets every day, and they'll use whichever is most convenient for them to get in contact with businesses.
NICE to Share Best Practices on Bringing Enterprises Closer to Customers
Whether it's for support, account information, a frequently asked question or a complaint, customers are getting in touch in companies for a reason. As an agent, it's hard to deliver great customer service if you don't understand your customers' needs and preferences. This includes not only being prepared for different scenarios, but being ready to deliver service across multiple platforms; customers today aren't just turning to the call center to reach organizations. They're using smartphones, e-mail, chat, text message, social media and tablets every day, and they'll use whichever is most convenient for them to get in contact with businesses.
4/25/2013
NICE Customer Engagement Analytics Platform Provides Insight into the Customer Journey
NICE Systems, a provider of workforce optimization and customer management solutions, recently introduced its Customer Engagement Analytics platform, a big data platform that combines interaction and transaction analytics to offer insights into the complete customer journey. This is the first platform in the industry to combine interaction analytics and transaction analytics.
NICE Customer Engagement Analytics Platform Provides Insight into the Customer Journey
NICE Systems, a provider of workforce optimization and customer management solutions, recently introduced its Customer Engagement Analytics platform, a big data platform that combines interaction and transaction analytics to offer insights into the complete customer journey. This is the first platform in the industry to combine interaction analytics and transaction analytics.
4/23/2013
Workforce Management is About More Than Call Center Scheduling
Most contact centers today engage in some sort of workforce management to build and keep track of schedules. It's one of those ultra-critical technologies that pay for themselves very quickly by cutting out the expensive and damaging errors of over-staffing or under-staffing.
Workforce Management is About More Than Call Center Scheduling
Most contact centers today engage in some sort of workforce management to build and keep track of schedules. It's one of those ultra-critical technologies that pay for themselves very quickly by cutting out the expensive and damaging errors of over-staffing or under-staffing.
4/23/2013
Norwegian Cruise Selects NICE Interaction Management as Part of Cisco Contact Center Solution
In addition to NICE's Interaction Management, Norwegian Cruise Line also selected analytics-based Quality Optimization and customer feedback survey solutions to deliver an enhanced customer experience.
Norwegian Cruise Selects NICE Interaction Management as Part of Cisco Contact Center Solution
In addition to NICE's Interaction Management, Norwegian Cruise Line also selected analytics-based Quality Optimization and customer feedback survey solutions to deliver an enhanced customer experience.
4/22/2013
Being Proactive in Redefining Customer Interactions
In a recent blog post, Yochai Rozenblat, president of NICE Enterprise Group, described a scenario: It's your first day of a dream vacation. When you present your credit card to pay for breakfast-your first purchase in a foreign country-your card is denied. You spend the next hour on your cell phone working your way through IVRs and finally explain the problem to a customer service rep at your bank, trying to figure out what's wrong and how you can fix it.
Being Proactive in Redefining Customer Interactions
In a recent blog post, Yochai Rozenblat, president of NICE Enterprise Group, described a scenario: It's your first day of a dream vacation. When you present your credit card to pay for breakfast-your first purchase in a foreign country-your card is denied. You spend the next hour on your cell phone working your way through IVRs and finally explain the problem to a customer service rep at your bank, trying to figure out what's wrong and how you can fix it.
4/18/2013
How to Decipher the Customer Experience
When you are a customer service agent, there is a certain amount of training you go through so you are prepared for your one-on-one customer interactions. You need to make sure you know how to handle common situations - frequently asked questions, regular protocol for getting management involved, what you can and cannot say - before you actually encounter the situations. But even after all that training, do you know how to really decipher the customer experience?
How to Decipher the Customer Experience
When you are a customer service agent, there is a certain amount of training you go through so you are prepared for your one-on-one customer interactions. You need to make sure you know how to handle common situations - frequently asked questions, regular protocol for getting management involved, what you can and cannot say - before you actually encounter the situations. But even after all that training, do you know how to really decipher the customer experience?
Latest Workforce Optimization Industry News
5/17/2013 5:38:54 PM
Summerfest reveals daily schedule and final headliners, including Umphrey's McGee, Omarion
Summerfest reveals daily schedule and final headliners, including Umphrey's McGee, Omarion
5/17/2013 3:45:41 PM
TMC and IntelePeer Announce 'Top 10 Misconceptions About SIP in the Contact Center' Webinar
TMC and IntelePeer Announce 'Top 10 Misconceptions About SIP in the Contact Center' Webinar
5/17/2013 10:00:02 AM
Kohl's Selects Interactive Intelligence Cloud Communications Solution
Kohl's Selects Interactive Intelligence Cloud Communications Solution
5/17/2013 7:53:03 AM
HotSchedules Partners with Schoox to Deliver Powerful, Integrated eLearning Solution for Restaurant and Hospitality Industries
HotSchedules Partners with Schoox to Deliver Powerful, Integrated eLearning Solution for Restaurant and Hospitality Industries
5/17/2013 7:30:03 AM
Tech Council of Maryland Announces Winners of 2013 Tech Awards at Annual Dinner and Celebration
Tech Council of Maryland Announces Winners of 2013 Tech Awards at Annual Dinner and Celebration
5/17/2013 5:09:14 AM
HP unveils new HP CEaaS to help clients enhance customer interactions
HP unveils new HP CEaaS to help clients enhance customer interactions
5/17/2013 4:30:46 AM
PPG introduces new color support program
PPG introduces new color support program
5/17/2013 4:08:53 AM
NOVAtime Announces the NOVAtime 4000 Workforce Management SuiteApp for Netsuite's Cloud Computing Platform
NOVAtime Announces the NOVAtime 4000 Workforce Management SuiteApp for Netsuite's Cloud Computing Platform
5/17/2013 4:08:52 AM
Market Maker Surveillance Report. KO, MU, CSCO, MSFT, AGNC, FTR, Bullishly Biased Price Friction For Thursday, May 16th 2013
Market Maker Surveillance Report. KO, MU, CSCO, MSFT, AGNC, FTR, Bullishly Biased Price Friction For Thursday, May 16th 2013
5/17/2013 4:08:48 AM
Time & Attendance Software Company to Host Webinar | Accrual Options & Reporting
Time & Attendance Software Company to Host Webinar | Accrual Options & Reporting
Workforce Optimization Latest Blog Entries
Workforce Optimization Webinars
Workforce Optimization White Papers
Workforce Optimization Case Studies
Find out how leading contact centers have improved their bottom line through these best in class solutions:
Workforce Optimization Solutions
Download any of the NICE brochures in Adobe Acrobat format for more information on specific product features and benefits.