Workforce Optimization Featured Articles
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...
Optimizing the Hospitality Workforce
While the contact center industry is one of the biggest users of workforce optimization solutions, many other industries have benefited from workforce optimization solutions, as well...
New Report Reveals Opportunities and Challenges Technology Offers in the Workplace
Individuals and organizations are looking to change the way in which they use technology at home as well as the workplace. This has introduced new challenges for creating and maintaining a reasonable work-life balance as smartphones, tablets and home computers have made everyone accessible 24 hours a day. While this provides great opportunities for individuals that want to work 20 hours a day and businesses that want to deliver the option, the question is how is it impacting employees and organizations alike? A new position paper by Orange Business Services, the consultancy Sia Partners and Harris interactive explore the opportunities and challenges digital technology presents employees and the companies they work for...
Forecast Sees a Buoyant Workforce-Management Market
There's a lot that businesses have to do today to remain competitive, because mobility has become the byword and the shifting communication landscape has modern solutions replacing traditional ones...
Transforming the Back Office with Workforce Management
For decades, contact centers have been using workforce management to ensure they have the right human resources available at the right time in order to ensure that customer service standards are kept high and service levels are met. Over the years, however, workforce management has changed greatly. Once handled manually by a scheduling expert, workforce management is often trusted to a professional solution today. The advantages are enormous: more historical data can create better and more accurate schedules, and workforce management solutions can take into consideration a host of factors that often escape human effort. Contact centers can build better, more realistic schedules and ensure they have the resources to support them...
Telogis Appointment Assures Timely, Accurate Product Delivery
Telogis, a cloud-based software platform that manages mobile resources, introduced Telogis Appointment this week, the latest addition to the Telogis Route Planning Suite...
Abaqus Releases 'Zero Touch' Mobile Workforce Management and Optimization Solution
The myGeoTracking service intelligence from Abaqus, Inc. now blends the features of geo-fencing and workflow automation, and is available as a near 'zero-touch' mobile workforce management and optimization option...
As Companies Go Global, Different Customer Types Need Recognition
For banks that deal with many customers all over the world, such as the United Arab Emirates' Emirates NBD, what works for one customer may not work for another...
The Value of Workforce Optimization
Employees who are loyal to your brand save you money. Not only are they well-trained on product knowledge, processes and your key customers, they also have the same goals in mind...
Disconnect: Perception vs. Reality of Customer Service
Recent research says there are some companies that offer lousy customer service on purpose. If it's not on purpose, it's certainly within the realm of being fixable … but the companies don't seem that interested in fixing it...
Optym Expands Scheduling Software with $4.8 Million Investment
Scheduling giant Optym is expanding its services to include city planning and automation software by adding 100 new jobs in Gainesville, Fla, and investing nearly $5 million in the industry...
Why Workforce Optimization is Healthy for the Bottom Line
If employees aren't trained according to a proven policy, empowered to handle the needs of the customer and rewarded for making a positive impact, it's likely your customers aren't enjoying anawesome experience...
Text-to-Talk Goes to the Cloud with Phillips SpeechScribe Transcription Service
What is the problem with speech recognition systems that leave us laughing at texts and shouting at automatic attendants? Speech experts cite the speed and flexibility of the human mind as they key...
How Can Workforce Optimization Help Improve the Customer Experience?
The ultimate goal of any good company is to deliver the level of quality service that knocks your customers' socks off and sets the standard way too high for the competition to touch...
NICE Systems Named WFM Leader by DMG Consulting
NICE Systems, a provider of software solutions, has been named the contact center workforce management (WFM) market leader by DMG Consulting LLC in the 2014 Contact Center Workforce Management Report. The company has been recognized for the seventh year in a row...
Study: Best Practice Sales-Coaching Programs Can be Effective
A recent study shows that while close to 90 percent of organizations provide some sort of coaching to their salespeople, 65 percent of such programs are considered ineffective...
NICE Receives Customer Value Leadership Award for Customer Contact Center Big Data Applications
NICE Systems has received the 2014 North America Customer Value Leadership Award for Customer Contact Center Big Data Applications...
NICE Systems Wins 2014 North America Customer Value Leadership Award
Global analyst and consultancy firm Frost & Sullivan recently recognized NICE Systems with the 2014 North America Customer Value Leadership Award for Customer Contact Center Big Data Applications...
What to Do to Get the Most Out of Your Contact Center Team
Some feedback suggests that from a pure ROI perspective, spending your dollars on the performers in the middle of the curve (address the mediocre) represents the biggest opportunity for impact, because it is usually the largest group in a normal distribution. If you can move the middle 1 percent, you will see the largest impact...
Contact Center Agents Likely to Take Gamification Seriously
Plenty of people enjoy playing online and other interactive games. This is especially true for those who belong to the Millennial Generation, those born between the early 1980s and the early 2000s. They are also known as Generation Y, and many grew up playing such games...
Sinclair Voicenet to Supply and Install New Voice Recording System for North Lincolnshire Council
North Lincolnshire Council recently selected Sinclair Voicenet, a provider of multimedia interaction recording, quality management, interaction analytics and workforce management solutions, to install a NICE voice recording system designed to help capture, manage and store calls for two different departments...
ASC Launches neo 3.0, Workforce Optimization Suite Customized for Cloud Solutions
ASC, a provider of solutions to record, evaluate and analyze communications, recently announced the launch of neo 3.0, its latest cloud-based workforce optimization (WFO) solution. The newly launched version of the application suite features quality and performance management, speech and desktop analytics, communications recording, eLearning/coaching, customer feedback and workforce management capabilities. It is available for deployment in a multi-tenanted Cloud-based offering, allowing for cost savings, fast and easy deployment, and low entry barriers...
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...
NICE Systems Lands Among and Atop Fast Company's Innovation Rankings
For NICE Systems, February 12 was a pretty big day indeed, as the company landed a string of honors in rankings undertaken by Fast Company magazine. Not only did it manage to place well on a broad list, but it also managed to place at the top of a much narrower heap, giving the company plenty of reason to smile...
NICE Systems Sees Record Revenues in 2013
NICE Systems, a provider of workforce optimization solutions, recently announced its fourth quarter and full year results. The company reported that it earned $951 million in 2013, seven percent higher than what it earned in 2012. Also, its bookings surpassed $1 billion, while cash from operating expenses equaled $155 million. Based on this income, the earnings per share amounted to a whopping $2.58...
Study Finds Over Half of Contact Centers Schedule Non-phone Channels Manually
Contact centers have been employing at least some sort of methodology to predict and meet call volume since the earliest days of the call center in the 1950s. While it was probability algorithms worked out on graph paper in the earliest days, today, modern workforce management, scheduling and forecasting software is used to examine historical trends and other data to make predictions about future call volume...
Don't Be Left in the Cold: Preparing for Winter Weather is Critical for Customer Service Success
The Northeast has certainly seen its fair share of snow this winter. This week alone may have given residents their fill for the year. Wisely, many employees choose to stay home during such winter events, or are simply unable to make it due to road and rail conditions. Moreover, winter storms can often bring about power outages, which can hinder even a fully-staffed office. Organizations in the area no doubt found themselves in something of a precarious situation, as falling snow also means rising call center volume...
NICE Systems Finds New CEO in Barak Eilam
By the end of April, 2014, a major shift will have taken place in the confines of NICE Systems, as the current president of NICE Americas, Barak Eilam, will step up to take over as the company's CEO. Eilam will be replacing Zeevi Bregman, who earlier announced plans to step down so he could take up more "personal interests." This leaves the company staring at what may be a big change...
Optimizing Forecast Accuracy in the Contact Center
In the contact center, one of the biggest pain points is scheduling and forecasting. A few decades ago, these workforce optimization processes were carried out with manual calculations on spreadsheets, using historical data and complex algorithms that give most people headaches just looking at them...
Envision Introduces Click2Coach Cloud WFO Solution
Envision, a provider of workforce optimization software, has announced the launch of Click2Coach Cloud, a cloud-based application offering recording, evaluation, coaching and agent analytics...
ScheduleBase Now Features Multiple Site Schedule Management
Atlas Business Solutions, Inc, a developer of business management software, recently updated its ScheduleBase employee scheduling solution with a new feature that allows businesses to manage individual schedules for multiple locations...
Making the Argument for the Unified Desktop
The contact center agent is a coveted individual in the business world, as he or she has very little to do within a given shift, relying on the whiles of bored coworkers to pass the time - right? If this were really the case, wouldn't we all want the job? The truth is, agents have more to juggle in less time than most of us, and they have to do it while keeping countless customers happy...
For Better Contact Center Productivity, Learn to Manage Agent Stress
In a contact center, there are many assets, but none of them are as critical (or cost as much) as the agents themselves. These are the people who talk to customers on a daily basis, acting as the critical front line and the brand ambassador for the company. So why do so many companies treat their contact center agents like they are expendable?..
NICE Systems Bookings Topped $1B in 2013
NICE Systems, a provider of workforce optimization solutions, apparently had quite the 2013, as the company has announced that it surpassed $1 billion in bookings during the year. This is the first time in its history that NICE has topped the $1 billion mark and it will likely affect its projections for 2014...
NICE Systems Opens European Data Center
NICE Systems, a leading provider of workforce optimization solutions, has announced that it has opened a new cloud data center in the United Kingdom that will serve the EMEA (Europe, Middle East and Africa) region...
Uptivity Debuts New Gamification System with Uptivity Discover Suite 5.3
Uptivity, a provider of workforce optimization (WFO) solutions, stated that it has released a new contact center gamification solution as part of its Uptivity Discover Suite 5.3 WFO platform...
How to Ensure Workforce Optimization Delivers the Desired Results
There's often a difference between customer service expected and customer service delivered. This is true not just for the customer, but also for managers trying to train the workforce to perform according to expectations. As such, true workforce optimization means more than just giving employees a few good tips. Customer service from the call center perspective needs a little more...
Workforce Optimization Offers Multiple Advantages to Small Contact Centers
Workforce management is not a new idea - no doubt the ancient Egyptians and the Romans even had their own methodologies for keeping track of who was working when, how much he worked, and when the optimum time for him to work again might be...
The Data is There for Contact Centers That Know Where to Look
Contact centers generate a lot of data, almost the definition of big data. But much of this data is not used, or is underutilized, a new study by The International Customer Management Institute (ICMI) suggests...
FMSI Increases Sales Activity at Macatawa Bank during Staff Downtime
Financial Management Solutions (FMSI) provides business intelligence solutions to banks and credit unions. Their key offerings include The Teller Management System (TMS), The ContactCenter Management System (CMS), and the Lobby Tracking System (LTS)...
Workforce Optimization Can Prevent 'Customer Rage'
You've heard of, and probably even experienced "road rage." We're all familiar with "packaging rage" as we struggle to get into shrink-wrapped products that would appear to be encased in seemingly bullet-proof plastic that rivals Kevlar in strength. How about "customer rage"?..
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