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Workforce optimization solutions can help companies of all sizes improve best practices and achieve significant improvements in service quality and operational efficiency. These systems also aim to improve service delivery, lower operating costs and increase overall agent retention.
 

One fundamental necessity of effectively managing your call center workforce includes the forecasting of contact patterns using historical data. Many systems also offer an expanded range of features including skill-based and multimedia scheduling, intra-day reporting, agent self-service capabilities, schedule monitoring and time-off administration.

 

For information on solutions to more effectively manage your contact centers, read the information below. Also, be sure to check back often, as this section is updated regularly.

 

To view vendors, click here.

CRM Workforce Solutions

  • Contact Center Planning - Agility is Key
    - Presented by Bay Bridge Decision Technologies
     Over the last ten years, there has been a move toward this more contemporary planning process in the contact center community. Leading organizations have sought to minimize operational risk associated with changing volumes by improving the analytic capabilities and increasing the level of automation in their planning process. In this paper, we will discuss migrating toward an optimal planning process: the organization, technologies, and business decisions that are current best practices.  Read More...
  • Finding Hidden Costs In Your Contact Center Plans
    - Presented by Bay Bridge Decision Technologies
     No process is more core to the proper function of a contact center operation than determining the number of agents required to handle the volume of contacts, and, developing a practical operational plan to deliver, as close as possible, the required number of agents each and every week. If done well, the operation runs smoothly, with the exact number of people available to respond to the expected workload. If done poorly, the organization is saddled with significant costs, both in customer dissatisfaction and in payroll dollars wasted.  Read More...
  • Forecasting, Planning, and Decision-Making in an Era of Significant Uncertainty
    - Presented by Bay Bridge Decision Technologies
     Contact center planning becomes much more important in the face of uncertainty Ric Kosiba, Ph.D. President, Bay Bridge Decision Technologies

    The contact center industry has a long history of successfully quantifying and predicting change. In past years, while specific industries might have suddenly found themselves undergoing a sudden and unexpected transformation, the contact center has, as a rule, always been able to monitor, measure, and react to business change in a very analytically sound manner, through the contact volume forecasting and capacity planning exercise. Until this year.      Read More...
  • How to Reduce Scheduled Staff Without Impacting Service Levels
    - Presented by BBN Technologies
     It’s budget season and management is worried about the economy, so they are asking you to do the impossible.  How can you possibly cut call center costs, while keeping satisfaction scores high to protect the brand and retain customers?  In this white paper, you’ll learn how leading call centers are using analytics to discover specific and actionable process improvements that will reduce staffing levels by 10-15% with no negative impact on service levels.  Read More...
  • Making WFM Work: Best Practices and ROI Model
    - Presented by Calabrio
     Managers knew they needed WFM to minimize their agent-related costs, but were frustrated by the complexity of these mission-critical applications. It took 30 years, but contact centers of all sizes now have a growing number of effective WFM solutions from which to choose.  Read More...
  • Customer Retention for the Real Time Generation
    - Presented by eglue Business Technologies
     Are you up to the challenge? Fast enough on your feet to handle the needs of the Real-Time Generation? Are you truly focused on securing continuous revenue through customer retention and generation of loyalty, even from the most demanding consumers?

    Download this white paper and learn all about the fundamental principles of customer retention, explore how customer needs have changed and how new market conditions make the current economic downturn an even greater challenge. Finally, find out how Real-Time Customer Interaction solutions will play an essential role in adapting to these new needs.      Read More...
  • FCR Done Right
    - Presented by Enkata
     This white paper provides best practices for building a successful FCR/CRR program, and shows how a leading telecom services provider used it to change their contact center culture, cost structure and market perception.  Read More...
  • Maintaining Agent and Customer Delight - Innovative Approaches to WFM and Performance Management
    - Presented by KnoahSoft
     Agent performance management is mission-critical when it comes to the success of your contact center's bottom line. Once you've created the proper balance between call center productivity and employee lifestyle, manage it properly by combining a variety of KPI metrics into comprehensive balanced scorecards. This paper will discuss how this combination of process and innovative reporting technology will help build and maintain a robust, quality-driven business environment that drives customer satisfaction.  Read More...
  • Contact Center Shrinkage Survey
    - Presented by Knowlagent
     The Contact Center Shrinkage Survey provides in-depth data on shrinkage by activity, industry, call center size, channels supported and contacts handled. How will the expanding role of the agent and the influx of new channels impact shrinkage? Benchmark your center or plan for new channels with this new report.  Read More...
  • Top Shrinkage Offenders
    - Presented by Knowlagent
     Dig into the big, expensive problem of shrinkage in this paper which analyzes statistics from recent research and identifies ways to reroute shrinkage to make improvements to the bottom line. Knowing what takes your agents off the phone is vital to optimizing call center operations. Read this paper to get started on an action plan.  Read More...
  • Using Agent Idle Time to Improve Enterprise Performance and Profitability
    - Presented by Knowlagent
     Agents are well-equipped to handle a variety of operational tasks. Why limit their expertise to the contact center when they can handle other work activities when call volume is low? Leading centers are putting their agents to work during idle time by using emerging workflow-enabled applications that identify agent downtime and deliver work items and tasks to fill those idle periods. Learn about real-time work allocation and ideal contact center ‘fill-in’ work in this DMG Consulting white paper.  Read More...
  • Making A Work-at-home Program Work For You
    - Presented by NICE - IEX Workforce Management Group
     Although the virtual environment clearly presents a “win” for both employers and employees, there remains a natural reluctance to adopt a work-at-home program – particularly in the contact center environment where agent productivity is critical to success.

    This white paper, Making a Work-at-home Program Work for You, explains how to start thinking about traditional process in new ways in order to develop a work-at-home program that will help the organization realize lower real estate costs, reduced labor expenses and increase employee retention.      Read More...
  • The ROI of Workforce Management - Achieving Operational Efficiency
    - Presented by NICE Systems
     In many organizations, labor represents two-thirds or more of the total operating cost of the contact center, so the ability to make the most of every agent-hour is vital. While operational efficiency occurs in many forms, comprehensive workforce management solutions provide the critical capabilities any organization can use to optimize the use of each agent, preserve customer value and reduce operating.  Read More...
  • Darwinian Call Centers
    - Presented by Pipkins, Inc.
     Darwin would have felt at home in a modern call center. He would have been able to study its constantly evolving nature and see his theories in practice. Modern call centers are places of continuous change. The technology changes as new ACDs, IVR and other CTI advancements become available. Call centers also often  Read More...
  • New Directions in Workforce Management
    - Presented by Verint Enterprise Intelligence Solutions
     For years, workforce management (WFM) has been synonymous with contact center forecasting, scheduling, and adherence. However, today’s WFM solutions are capable of providing far more insight and business value—not just in the contact center, but in other areas of the enterprise as well. This paper examines the capabilities and benefits available through the latest developments in WFM technology.  Read More...
  • Best-of-Breed vs. All-in-One Solutions
    - Presented by Virtual Hold
     Consumers will find the use of the all-in-one tool convenient and suitable to satisfy their basic requirements. However, many consumers have complex requirements that occur with greater frequency. In these cases, modifiability and flexibility are the quality attributes prioritized ahead of convenience. These are the tasks that cannot be performed without a full size set of tools.  Read More...
  • Contact Center Optimization in a Challenging Economy
    - Presented by VPI and Datamonitor
     Learn How to Survive and Thrive in Today's Economy

    Current economic challenges are forcing organizations to rethink their approach to customer service and how they balance efficiency and effectiveness objectives. In the contact center, complexities have vastly increased with the growing number of communication channels and higher expecations from customers. The implementation of workforce optimization technologies has become crucial in today's environment, ultimately resulting in increased profitability and improved strategic position in the marketplace.      Read More...