Workforce Optimization Featured Articles
Avoiding the Mistakes of Weekend and After-Hours Customer Service
While many organizations ostensibly provide seven day a week, 24 hour a day services, there is always a question of the quality of services being provided on weekends and during off-hours...
New Worker Worry: 'Invisible Employee Syndrome'
As if managers in call centers don't have enough to worry about, what with training expenses and high employee turnover, now a new survey out of the U.K. is bringing to light the latest workplace malaise; 'Invisible Employee Syndrome.'..
What Does a Disengaged Employee Look Like? You May Be Surprised
Engaged employees make suggestions, stand up for their opinions and challenge their co-workers and themselves to perform better, according to a recent profile...
Internal Communications Need To Be as Robust as External
Today, co-workers are just as likely to be on the other side of the world from one another, so face-to-face is no longer always an option. It also requires wasting time detouring to another part of the building...
NICE Systems Recognized with Multiple Honors
Judges for the Stevie Awards have honored enterprises across the globe for their achievements. This year, at an award ceremony that took place on Feb. 27, the judges honored NICE Systems for three of its "New Products and Services."..
Deloitte: Companies Can't Hide From Employee Engagement
While the benefits of having a workforce that is fully engaged are clearly obvious, a new report by Deloitte has revealed that even though companies are worried about employee engagement, they aren't doing much about it...
Why Engaged Care Matters in Healthcare
While technology plays an important role in healthcare today, it still is secondary to the people factor; healthcare organizations still are made or broken by the people they employ...
Employee Engagement Can't Be Ordered from the Top Down
On its face, employee engagement seems like a relatively straightforward concept. Keep employees interested in their jobs, and they will remain interested in helping the company succeed...
Empowering Workers from the Bottom Up Instead of Top-Down
When it comes to the way companies are run, many of today's organizations seem firmly committed to operating like it's still the nineteenth century...
Finding: Happy Employees Deliver Workforce Value
In a market where the available workers outpace the available jobs, it's easy to forget about employee engagement and why it's important...
Trying to Boost the Customer Experience? Start with Customer Engagement
Progressive businesses understand that happy employees lead directly to happy customers...
Performance, Workforce Management Starts with Managers
Since you can't buy employee engagement in a box, however, it's critical that you implement a comprehensive performance management plan...
Research: HR Managers Find Development Technology Most Important
In the next 12 months, 57 percent of 210 companies plan on purchasing some sort of HR technology, and the technology is intended to meet certain objectives...
Engaged Leaders Are 'Engaged Employees' Too
Leaders make up some of the numbers in a workforce, ergo, they are employees, too, but leadership engagement has a different, yet also positive effect on a company...
Research: Businesses are Out of Touch with Worker Concerns
A recent study by MetLife in the United Kingdom has wider lessons even for businesses outside of Europe: Keep employees engaged...
Improve Employee Engagement; Your Business Depends on It
Before you can achieve a good marketing campaign and before you can reach any sales goals, you have to look within, specifically at your employees...
Companies Get Creative in Rewarding Top Performers to Retain Talent
For many companies, the way to retain the best talent and let the slackers walk has been to offer generous compensation, rewards and bonuses to the top performers...
True Employee Engagement: Effort Required, and It Can't Be Bought
Perked up by the results of studies that show that engaged employees are more productive and the companies they work for more profitable, it seems everyone has gotten on the "engage the employees and connect with them" bandwagon...
Workforce Management Becoming More Critical to Business Trends
Today's workforce management solution is just as likely to be an advanced cloud-based application that can work across locations, cover remote employees and be administered from a manager's smartphone...
Working Remotely Can Benefit Employers as Well as Employees
Technology has obviously made working from home a viable and attractive option in a lot of cases and remote workers are growing in number at a rapid rate...
Want To Get Ahead? Take a Look in the Rearview Mirror
While most of us would like to leave the past where it is, in terms of business, the past can help dictate a lot about the future...
Don't Just Hire Good Employees; Retain Them
After the interview, a signed contract, and putting someone to work, retaining good talent is the next step that many managers seem to overlook...
Is Your Organization Prepared for Call Center Fraud?
While the media regularly fills up with stories of high profile data breaches at financial institutions and giant retailers, many smaller companies mistakenly assume they are too small-fry for cyber criminals to bother with. This is a giant mistake...
Millennials: Ask for Workplace Challenges vs. Moving On
The so-called 'protean career' has led to the newest generation of workers thinking that they should not stay at any one spot longer than a couple of years before moving on to new opportunities...
To Engage Employees, Ask the Right Questions
How does a business get a handle on employee engagement? A new report says that it can be just a matter of asking the right questions...
NICE Real-Time Solution in not Nice Contact Center Fraudsters
In case you missed one of the big and certainly unwelcomed trends of 2014 was that fraudsters increased their focus on contact centers as a vector of vulnerability extremely ripe for exploitation. Indeed, call-based contact center fraudulent activities-used for taking over accounts, stealing identities, and a host of other nefarious acts-has become a lucrative business for the bad guys worth billions of dollars. In fact, global identity theft alone has been estimated by security firm McAfee to have cost over $500 billion a year...
Build Workers Up by Tying Employee Goals to Company Goals
Employee engagement is vital to all companies, mostly because of its notable absence in large percentages of the working population...
Why You Need Workforce Optimization to Drive Employee Engagement
Workforce optimization solutions are deployed to help with efficiency, but what could you achieve if they also helped with engagement?..
Career Development: Is It a Crucial Step Toward Employee Engagement?
Engaged workers stand apart from their not-engaged and actively disengaged counterparts because of the discretionary effort they consistently bring to their roles...
Opinion: Employee Engagement Needs To Start From the Top Down
While the name of the increasingly important idea of "employee engagement" might seem like it's an initiative that should be undertaken by employees, in reality the onus is on managers to bring about the concept...
Study Looks at Why American Workers are So Disengaged
In the struggle to achieve employee engagement - that mystical state of being in which workers are not only happy with their jobs, but invested in helping the company succeed - many companies ponder what will make their employees happy...
Workforce Optimization: Start at the Top to Affect the Customer Experience
. If you want to get the most out of your workforce optimization solutions, you have to set the right tone from the top...
Conflict Resolution in the Call Center
Call center agents are often young and inexperienced in the workplace. For the average manager, it may feel a bit like being a referee...
Critical Factors in Employee Engagement: Goal Definition and Articulation
In today's era of "employee engagement," organization executives and stakeholders may no longer be willing to be bought off with explanations of, "Because it's too hard to achieve."..
Study Says Engaging Your Employees Must Start at the Top
While it may often be treated as an afterthought, employee engagement has quite a lot to do with whether a business succeeds or fails...
Looking for Future Leaders? Try Optimizing Your Workforce Today
Happy employees help to generate happy customers, and those employees with a long-term focus in mind are more likely to be engaged...
Opinion: Expressing Gratitude Paramount for Employee Engagement
When companies look for ways to retain employees - a truly cost-saving move that benefits every corner of the company as well as its customers - they often miss very obvious and inexpensive (or free) fixes...
Employee Engagement Should Be Tailored to Different Generations of Workers
While it's generally accepted today that companies benefit greatly when their employees are enthusiastic, interested in their jobs and invested in their careers, knowing isn't the same as doing...
Federal Workers Are Just As Disengaged from Their Jobs as Private Industry Workers
While private industry grapples with the problem of disengaged employees - it has been estimated that a large majority of American workers are unhappy with their jobs - the federal government faces a similar problem, which costs the government (and the taxpayers) a breathtaking amount of money each year...
Valuing Employees' Input Leads to Better Employee Engagement
To many companies, the idea of whether their workers are happy or not isn't a big issue. After all … who IS completely happy with their jobs? Workers don't actually need to be happy to do their jobs … right?..
How Can Employee Engagement Initiatives and Customer Experience Measurement Work in Tandem?
Companies that used to measure internal efficiencies and sales only are now realizing the value of measuring more customer-facing metrics...
The Cloud Gives Workforce Management a Needed Boost
High call volumes mean a busy facility, and if you can't accurately forecast agent need to handle call volume, then the end results are unhappy customers. That's why the cloud can help give workforce management a boost...
NICE Actimize Partners with Alacra
In a bid to create an advanced and innovative customer risk assessment tool, NICE Actimize has joined hands with Alacra, Inc., a provider of online business information solutions. The tool will be formed by integrating Alacra Compliance Enterprise (ACE) and Alacra's Reference Data Platform with NICE Actimize's Customer Due Diligence (CDD) anti-money laundering solution...
Zensar Joins Hands with Aternity
Zensar Technologies IM Inc. recently announced that it has joined hands with Aternity to come up with an End User Experience Management (EUEM) offering for its enterprise customers worldwide...
How Workforce Optimization Helps to Create Engaged Employees
The engaged employee is more likely to be the loyal employee who creates a quality experience for the customer. Workforce optimization can go a long way to help you engage your employees...
Is Your Back Office As Effective As It Can Be?
No office or business can stand alone; it needs the help and cooperation of every part of the organization in order to be successful. Yet there are some parts of an enterprise that many in an organization don't know "what they do" or "how they operate."..
'Privacy Crisis Report' Highlights Why Employees Disengage
According to the new "Privacy Crisis Report" from Steelcase, Inc., it is estimated that disengagement has cost U.S. companies approximately $450-$550 billion per year...
White Paper Findings Highlight HR Topics, Including Workforce Optimization
It behooves organizations to get on board with technology use to streamline their HR functions and help keep themselves and employees in check...
Nielsen Gets Its Own High Ratings with Employee Engagement
Nielsen took a page out of its own book and, when rolling out a new health plan, relied on technology to deliver the message and receive feedback as well...
Employee Engagement Starts with Listening
While every organization should have a plan and engage in some introspection, boosting employee engagement can often be as simple as asking employees what they need...
Listen to Employees to Engage Them in the Workplace
An engaged employee is someone in the workforce who shows enthusiasm for his or her work. In practical terms, that feeling motivates the employee's actions on the job...
Why Workforce Optimization Needs to Include Cultural Alignments
The way your employees feel about their jobs can greatly impact how they treat your customers. If they don't feel valued, they are less likely to make your customers feel like their business is appreciated...
Surveys: An Important Element of Any Employee Engagement Effort
American workers today are at record levels of disengagement with their jobs, and this costs company money in reduced productivity, lost opportunities and high turnover...
Take a Vacay: Time Off is Critical for True Employee Engagement
If you're old enough, you might remember what vacations from work were like decades ago. You informed your boss and coworkers you were taking vacation, you did a flurry of work in preparation, you tidied your desk and you walked out...
Equifax's CaseBuilder Benefiting Thousands
Equifax Workforce Solutions, a company that offers human resource, analytics and verification services, recently announced that its unemployment cost management platform, CaseBuilder, is providing benefits to more than 50,000 users. The company recently complemented the solution with CaseBuilder for Mobile, a solution for Android, Apple and Windows devices...
NICE Recognized with Two Customer Service Excellence Awards
NICE Systems is the worldwide premier provider of software solutions. Recently, the firm won two prestigious Customer Service Excellence Awards, for Intelligent Analytics and Digital Recording at the CONAREC 2014 event...
NICE Systems Ditches the ID Verification Process, Offers Biometric Solution
Say you're a customer calling into Acme Call Center because you have a problem with your Acme Solution XYZ. You really need some help because your XYZ just isn't doing what it's supposed to. You look up the toll-free number, you get into the queue after pressing your way through the call menu, and once you finally reach an agent, you now have to spend a few minutes to verify that you are, in fact, who you say you are and that you do own XYZ...
Employee Engagement: Beneficial At Every Level of the Organization
Many companies are aware of the benefits of great employee engagement, even if only in theory. Employees who are fully engaged with their jobs are the single most valuable resource a company can possess...
Social Media Provides a Major Resource for Engaging Employees
Whether a business uses LinkedIn, Twitter, Facebook or another application, these tools are a great way to help employees feel valued while enabling them to contribute to your company's broader vision...
Follow Apple's Lead: Make Customers Willingly Pay More for the Same Product, Service
We spend more sometimes because we think the product is better, but often it comes down to choosing a brand we like and trust...
Employee Engagement is a True Marketing Asset
Forward-thinking companies today are delving deep into the realm of employee engagement. Recent studies have found that alarming numbers of U.S. employees simply aren't engaged with their jobs...
Surprise Finding: Tiny Malaysia Has Employee Engagement Down Pat
Companies with engaged employees outperform those without. Engaged workers stand apart from their not-engaged and actively disengaged counterparts because of the discretionary effort they consistently bring to their roles...
Path to Success: Foster a Collaborative Team Environment
As a result of a multichannel or omnichannel experience, more facets of an organization need to work together: the contact center, the builders of the mobile app, the Web support staff, sales, marketing, back-office staff and more...
Engaged Employees Means Happy Employees, Which Means a Thriving Business
Did you know that, aside from being a worthwhile life philosophy, happiness is something every business should emphasize with their workforce?..
Finding: Employee Engagement on the Rise, but Varies by Location
Today, six years into what's arguably still a slow business climate, many companies are turning to their workforces to make more of the resources they have...
Employee Engagement Starts Before Hiring with Onboarding Programs
Reams of case studies have been produced that conclude decisively that an increase in employee engagement offers a company numerous benefits, from better customer engagement to a healthier bottom line...
UK Telecom Introduces Paid Priority Answering at Call Centers
Some customers may actually be more equal than others - if they can pony up the dough. For a price, one U.K.-based business is offering the chance for customers to jump to the front of the line to have customer service agents answer their calls more quickly...
Emergency Call Centers Send Help Where it's Needed in Alabama
Emergency services units in Alexander City, Ala., will many times respond to calls in areas outside of the city limits...
NICE Systems Named a Leader by DMG Consulting
NICE Systems, a company that provider of software solutions, was recently recognized as the speech analytics market leader by DMG Consulting LLC in its 2014 -2015 Speech Analytics Product and Market Report (six times running)...
NICE Launches Webinar Series to Help Contact Centers Improve Their Reactions
To help contact centers realize the power of these new recording and analytics solutions, NICE recently launched a Webinar series that educate contact centers, and help them understand the advantages of the NICE Engage Platform...
E-Book: True Customer Engagement is Scalable, Secure and Real-Time
Today's customer expects to be served immediately when he or she reaches out to a company through an agent, with issues taken care of correctly and immediately, before the phone call or chat session even ends...
Customer Experience Company to Discuss Speech Analytics at ITEXPO
NICE Systems will be showcasing software solutions that improve customer experiences including real-time speech analytics and real-time authentication technologies at ITEXPO this week in Las Vegas...
Is Your Workforce Optimization 'NICE'?
Workforce optimization solution provider NICE developed an engagement platform that enables clients to better connect with their customers and create a whole new way to give them an opportunity to share their voice...
Employee Engagement: A Force for Good
Employees are the key to the success of any organization, and this is why most organizations are constantly working to keep them happy and satisfied...
NICE Completes Deploying 3,000 Public Safety Solutions
NICE Systems, a company whose solutions are used by over 25,000 organizations in more than 150 countries, has recently achieved new milestone of 3,000 worldwide systems deployed for NICE Inform , the company's flagship solution for managing multimedia incident information...
NICE Introduces NICE Engage Platform
Real time analytics is an important tool for contact centers these days. It helps them to react faster to customer sentiments and create solutions on the spot for customer issues...
Millennials Share Secrets of How to Best Engage Them at Work
Recent research shows an expectation that millennials will comprise 75 percent of the global workforce by 2025, and during the next 11 years, they will bring with them increased demands for various types of employee engagement...
Improved Solutions for SMB People-Management Unveiled
A new suite of solutions designed to simplify payroll and employee tasks for small businesses, as well as provide tools for improving an employee's overall wellness in and out of the workplace, has just been rolled out...
Gallup: Engaged Employees Boost the Bottom Line
Organizations are beginning to realize that creating a culture of engagement in the workplace is vital to harnessing the potential of its employees...
Digital Suggestion Box Brings Ideas Forward
Every company wants to empower its employees and promises big when it comes to encouraging them to air their opinions...
Call Centers Should Tackle the US Employee Engagement Crisis
There are many ways to build engaged employees, and these include setting realistic goals for them, understanding their strengths and building their jobs around them...
Stating the Obvious: To Succeed, Businesses Should Focus on Employee Engagement
Finding a way to stem the tide against employee turnover boils down to being able to understand what motivates employees and understanding why people leave with exit interviews...
Research: Employees Who Lack Engagement Also Lack Loyalty
A new survey says 83 percent of the workforce in North America plans to seek new employers in 2014. This staggering finding is supported by an annual Gallup Engagement Survey that shows workers are disengaged at an all-time high...
Smaller Companies Reaping Large Rewards from Contact Center Analytics
Cloud-based analytics solutions are offering small contact centers some value. A recent report found organizations that make use of analytics solutions in their customer support operations saw greater customer satisfaction ratings...
Future of Employee Engagement: Like a Political Campaign?
Although it is impossible to truly predict every aspect of the future, experience in an industry can provide some detailed insights that make a true prediction more likely...
Integrated Employee Engagement Survey Platform Launched
Global professional services company Towers Watson has launched an integrated employee engagement survey platform. The new technology is designed to assist companies with analyzing and taking action on employee survey data...
Findings: Progressive Companies Boost Customer, Employee Engagement First
We have a habit today of defining company success by financial terms. Strong growth companies are progressive, whereas companies that aren't posting massive gains are not, or so the thinking goes...
Most Employee Engagement Programs Never Truly Reach Employees
Reams of studies have been produced that demonstrate to companies the value of having engaged workers. Workers who are somewhat engaged in their jobs are less likely to leave, taking valuable training and knowledge resources with them...
Survey: Technology Combined with People is Central to Success
Money is important; it drives everything, including business, but can it ever be a replacement for people and technology? The answer is no...
Managing a Multigenerational Workforce: Less Talking, More Listening
It's popular today to examine the working styles and preferences of different age group demographics in the U.S...
Gamification: A Word That Means the Future of Worker Engagement
A new measure known as gamification may well prove that critical bridging point that helps get the various generations working together, according to new studies from the Daily FT...
NICE Systems Named Leader in Contact Center Workforce Optimization Market
NICE Systems, a provider of software solutions, recently announced that DMG Consulting LLC has named the company as the worldwide leader in the contact center Workforce Optimization (WFO) market for the fourth consecutive year...
Help Employees Know When to Engage and When to Disengage
We know how workforce management and optimization solutions can help a contact center manage employees when they're on the job and on the clock. It's worth giving a little thought to how it can help them when they're not working...
NICE Systems Unveils New Text-to-911 Logging Solution
With the FCC promoting widespread adoption of Text-to-911, many U.S. carriers have been working to provide this capability for public safety answering point (PSAP) systems...
NICE Solutions Providing World Cup with Logistics Help
The World Cup soccer tournament is arguably one of the largest sporting events in the world, running about even with the U.S.'s Super Bowl; it all depends on which fans are tabulating which numbers...
TrueBlue Acquires Seaton Corp in Multimillion-Dollar Deal
Two companies that share the same goal of putting people to work and changing lives have now become one, thanks to a recent acquisition deal...
Making Workforce Management Work for You in the Back Office
Getting the most out of your workforce involves more than making sure everyone arrives and leaves on time. In today's fast-paced business world, it's critical that staffing levels are maintained so that everyone is where they should be at peak times; nothing annoys customers that call in more than an interminable wait accompanied by cheesy, static-y music...
Cable Onda Swaps Manual Processes for Automated, Real-Time Field Optimization
When it comes to the telecom biz, truck rolls are among the largest operational costs that companies face. It's also a customer service bugbear-nothing will turn off a customer faster than not showing up on time...
Cable Onda Swaps Manual Processes for Automated, Real-Time Field Optimization
When it comes to the telecom biz, truck rolls are among the largest operational costs that companies face. It's also a customer service bugbear-nothing will turn off a customer faster than not showing up on time or in a timely manner, or requiring day-long window for service. Looking to cut both issues off at the knees, Panama's Cable Onda has implemented a cloud-based mobile workforce management solution from TOA Technologies to add sleekness to its field force operations...
How Workforce Optimization Enables Data-Driven Decisions
While you may be tired of the use of the term Big Data, the reality is that data can help you with workforce optimization in a way that impacts the bottom line...
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Infographic: The top 10 reasons to choose NICE Engage Platform Discover the key facts and highlights.