Workforce Optimization Featured Articles
How Do You Handle Employee Suggestions?
It sounds like a rather obvious idea that great leaders make great workers. Given the rate at which not-so-great leaders are promoted today, it's apparently a message that many companies still haven't gotten...
NICE Recognized for Speech Technology Excellence
As contact centers around the world continue to evolve, smart IT managers are looking for every edge they can get to stay ahead of competitors and retain the customers they already have. One way to do that is by analyzing what customers are saying when they call in. Hence, the nascent field of speech technology is experiencing a boom that shows no signs of abating...
Integrated Social Customer Service Contact Center Platform Comes from 3CLogic's Partnership with HelpSocial
If a company does everything that it can for its customers and they realize that the company is working hard on their behalf, not only will they be providing a good customer experience, they will be more likely to return and recommend the company to others...
Can Workforce Optimization Be Used to Account for Robotic Workers?
In some industries, the workforce of the future might be largely comprised of robots. In which cases, workforce optimization will be obsolete, right? Wrong!..
On a Roll: NICE Again Named Leading WFO Vendor
When you're a leader in your industry, it's 'NICE' to be recognized as such, and for Workforce Optimization (WFO) company NICE Systems, they've now done it five years in a row...
Employee Assistance Programs: A Path to Employee Engagement?
Companies today are investing more than ever in employee engagement programs to try to reconnect workers with their jobs...
Is 'ERM' the CRM For Employees?
We know that businesses shouldn't rest on their laurels when it comes to customer relationship management (CRM) investment, as it is a common contributor to the bottom line...
Can the 'Family Feel' Drive Employee Engagement?
A new survey found that the majority of employees want to work for an organization that is held together by loyalty and tradition, and its leaders create a family feel...
Finding: Workers Trying to Optimize Their Dwindling Options
The current economic and business climate has companies seeking as few ties as possible to full-time, permanent workers...
Employee Engagement Often Traced to Management Attitude
In the continuing quest to find the magic formula that improves employee engagement, many companies are operating by trial and error...
ADP's Latest Solution Helps with Employee Engagement, Better Workforce Management
The importance of employee engagement and managing a workforce efficiently cannot be stressed enough; it is important that people feel they are heard and valued for what they do...
Managers, Execs are Coaching the Employees, But Who's Coaching THEM?
Getting the most out of a workforce is a tricky balancing act. If workers feel that they're not getting anything back from executives and managers for their efforts, they will rapidly "shut off."..
WFO Software Can Help, but Keep Staffers in Mind as 'People'
Recent studies found that nearly 75 percent of current employees surveyed said they were "open to or actively looking for new job opportunities." What can be done to halt that?..
Worker Recognition Programs: At the Heart of Employee Engagement
Employee engagement is a complex topic. Achieving it requires a delicate balance of employee pay and perks, managers' attitudes, work environment, schedule flexibility and interpersonal interactions...
Nice to Your Customers? How About Being Nice to Employees, Too?
While businesses put a lot of emphasis on keeping the customer content, it's often overlooked that this same practice of pleasing people is extended to the workforce...
A Manager's New Friend: Flexible Schedule-Management Capability
One of the biggest headaches about being a manager is accommodating everyone's need for time off. Yes, workers earn it and deserve it, but that schedule isn't going to fill itself. Add in the fact that people call in sick or absent unexpectedly, and you have a possible nightmare in the making...
Employee Engagement at an All-Time Low
Data from the recent Employee Engagement Trends report via Quantum Workplace reveals that employee engagement is the lowest it has been in eight years...
Desktop Activity Monitoring Takes a Leap 'Upward'
In today's office space, not everyone sits at a desk for eight hours a day. Some are on the road, some are telecommuting, while others are working while in transit. At least you hope they are...
Employees Need to Actively Engage with their Organization to Flourish
Employers have a major incentive to ensure their workers are engaged since there's a direct correlation between employee engagement and positive business outcomes...
Survey Sheds New Light on Those Who Suffer From 'The Mondays'
A new poll has put 'The Mondays' in a new light; Ipsos Public Affairs found that 30 percent of its respondents were "confident" about a new week while 20 percent said they were worried...
Travel Giant's Workforce Management Moves to the Cloud
A major travel agency has moved its Workforce Management Solution to the cloud after using it on-premises for nine years...
Don't Underestimate the Role of the Team Leader
For all the talk about overly generous corporate compensation packages and the large salaries that CEOs sometimes receive, what's lost in the discussion is the critical role these leaders play in their organizations...
Survey: HR Concerned With Leadership Roles
Leadership is the most influential and critical element of all businesses. Effective leaders have the necessary tools and skills to inspire and impact their teams, allowing firms to run competently and smoothly, a new survey finds...
Employee Engagement Begins and Ends with Managers
Managers' attitudes can strongly affect employees' attitudes, for better or worse. If managers doubt their employees' abilities, employees will know, and they may give up making an effort...
Officevibe Simplifies Employee Surveys
Measuring employee engagement can seem complicated, but Officevibe is trying to make it easier for both employees and businesses with shorter surveys...
Officevibe Simplifies Employee Surveys
Measuring employee engagement can seem complicated, but Officevibe is trying to make it easier for both employees and businesses with shorter surveys...
Employee Engagement: Methods are at Odds with 'Business as Usual'
While most companies know that employee engagement is something they would like to achieve, far fewer actually make a difference...
Managers, Execs Are Key to Boosting Employee Engagement
Facing less-than-impressive sales results, companies view boosting flagging employee morale as a gateway to better profitability, improved customer support and a new leaf of workplace efficiency...
Does Your Internal Employee Communications System Scale?
When businesses go beyond 20 employees, internal communication can get more challenging...
Workforce Management Strong and Growing
New research has confirmed what those in the management field have long suspected: The nascent industry surrounding workforce management (WFM) - making sure employees are on task and satisfied with their jobs - is strong and getting stronger...
UK's Health Service to Get IBM Retooling
Making a business more effective can often be accomplished with the simple expedient of adjusting how the parts of said business work within...
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)...
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