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White Papers
Realizing the Full Promise of WFM - Avoiding Mistakes That Short-Change Your Investment
Optimizing Your Workforce: Increasing Contact Center Agent Productivity
Achieving Service Excellence With Workforce Management
The Elusive Work-Life Balance
Workforce Optimization - Adapting to Changing Business Environments
Beyond Workforce Management: New Insights into Complex Contact Centers
Workforce Management Software: How to Determine the Software You Need and Justify the Investment
Guide to Buying Inbound CC Technology
A New Approach to CC Optimization
Workforce Management - What is it?
Scheduling Exception
Realizing the Full Promise of Workforce Management Technology
Skills-Based Routing in the Modern Contact Center
Workforce Optimization: The New Workforce Management
Darwinian Call Centers
10 Steps to Selecting a Workforce Scheduling System: Lessons from Call Centers That Have Made Mistakes
A Common Sense Approach to Intelligent Workforce Management
Workforce Management for Skills Based Routing
Frost & Sullivan: High Performance Contact Centers -Aligning WFM With Corporate Goals for Maximum Strategic Value

Workforce Management

Workforce performance solutions help achieve significant improvements in service quality and operational efficiency. In addition to ensuring that the right number of agents are performing at the right time, these systems strive to balance three often conflicting demands –service delivery optimization, lowering operating costs and increasing agent retention.

Basic functions include the forecasting of contact arrival patterns using historical and other information, creating scheduling assignments based on those forecasts, and providing reports on forecasting and scheduling accuracy. Many software systems also offer an expanded range of features such as: skill-based and multimedia contact scheduling, intraday reports, agent self-service capabilities, performance tools, schedule adherence monitoring and time-off administration.

Companies listed below provide software that can help you with managing and scheduling of personnel for your call centers or help desk. For further information on each company, click on the company's name.

For further information click on any of the vendors below.



Webcasts
Scheduling Trends in Today's Call Center Balancing Job Satisfaction and Customer Satisfaction
Best Practices for Achieving Call Center Workforce Optimization
The Workforce Management Makeover – how one company created an immediate boost in service level, adherence and forecast accuracy
Workforce Management beyond the Contact Center
Bridging the Channel Gap: Planning for Multiple Contact Types, Email, Chat, Phone, and Back Office
Bridging the Forecasting Gap: How Forecasting the Right Things, Using the Right Forecast Metrics, and Using the Right Planning Process Will Improve Your Contact Center
The Economics of Customer Relationships
Bridging the Planning Gap: The Importance and the Fundamentals of Contact Center Strategic Planning
Getronics Leverages Quality Management for Success with a Virtual Workforce
How to Ensure Call Center Profitability in a Time of Economic Change
Next Generation Workforce Optimization—why it is needed now
Forecasting 401: It’s All About The Performance Plan
Strategic Staff Planning: Getting Exactly the Right Number of People to the Right Place at Just the Right Time
What Went Right? Understanding Sensitivity and Variance Analysis
Standardizing Workforce Management Across the Enterprise: A Bell Canada Case Study
Moving Metrics into Action
Dashboard Design for Situational Awareness
Streamlining Workforce Management in a Multisite, Multiskill Environment – A Bell Canada Case Study
 
Altitude Software

Altitude Software, is the leading independent contact centre vendor for unified interaction solutions. Altitude uCI™ (Unified Customer Interaction) suite over IP manages and improves interactions. Altitude uCI is a cost-effective application suite conceived to improve the overall productivity of the contact centre.
 

Aspect Software, Inc.

Aspect Software, Inc. is one of the world’s largest companies solely focused on IP and traditional voice-based products and services for customer service, collections, sales and telemarketing business processes. Each day, Aspect powers more than 125 million customer-company interactions at thousands of contact centers around the globe. Our Signature product line offers ACDs, dialers, voice portals and computer telephony integration (CTI). The Contact Center Performance Optimization product line provides workforce, quality, performance and campaign applications. And our Unified IP Contact Center delivers a comprehensive, CTI multichannel solution.

Avaya
Why Avaya Solutions? Avaya focuses on customer-driven processes to provide support for best-practice CRM and management, customer segmentation strategies and commitment management.
Bay Bridge Decision Technologies
Bay Bridge provides strategic planning and analytic solutions to the contact center industry through its CenterBridge™ suite of software applications. The CenterBridge suite is the strategic analysis solution of choice for the world's leading contact center organizations.
GMT

GMT is a leading provider of workforce management, cash management, and performance management software for call centers, branch banking, back office, and services organizations.

IEX Corporation

The IEX TotalView Management system enables contact centers to deliver consistent service, lower workforce operating costs and raise employee morale. TotalView improves the scheduling and agent management processes in both single and multiple site contact centers. The system’s advanced features include skills-based and multimedia scheduling, real-time and historical adherence, intraday management, vacation and holiday planning, performance management, short-term and long-term resource planning, enterprise reporting and data exchange and Web-based, thin-client access for agents and supervisors. More than 900,000 agents at over 3,000 sites worldwide, rely on IEX solutions to improve planning, enhance productivity, streamline tasks and integrate data.

InVision Software

InVision Software is one of the world-wide leading specialists for workforce management solutions.  Optimize with InVision the deployment of your staff and save up to 25% of payroll expenses. Reduce at the same time the administrative effort of up to 80% and improve significantly employee morale.  How can you achieve that? It’s simple as ABC: With InVision Enterprise WFM. This easy-to-use software is the result of an impressive concept, state-of-the-art technology and over 15 years of product experience. 

OnviSource
OnviSource provides a vertically integrated customer interaction management solution that truly delivers everything from voice, data and Internet applications to various call center optimizations and applications.
Pipkins, Inc.

Pipkins is committed to being the leading supplier of innovative and quality workforce optimization systems and services to domestic call centers and to strategic international customers. Pipkins supplies the world's first third generation management solution that forecast call volumes and staffing requirements, while correlating special business activities. It then optimally schedules agents in a multi-skill set call center environment.

The Society of Workforce Planning Professionals (SWPP)
An organization devoted to facilitating education and networking opportunities among workforce planners across all industries. SWPP provides its membership with a variety of services, including: member-only access to the SWPP website; e-mail Tip of the Week; quarterly newsletters with timely articles written by industry experts; regional networking meetings (SWPP Meets); online forum; 10% discount on SWPP educational offerings; and $100 discount to the SWPP Annual Conference. Membership in SWPP is available to anyone in the workforce planning or related profession. www.swpp.org
Verint® Witness Actionable Solutions™

Verint® Witness Actionable Solutions™ is the leader in analytics-driven workforce optimization.  Its solutions are designed to help organizations capture customer intelligence, uncover business trends, discover the root cause of employee and customer behavior, and optimize the customer experience.  From contact centers to remote office, branch and back-office operations, its award-winning, next-generation Impact 360® Workforce Optimization suite is the industry’s most unified solution set – featuring quality monitoring and recording, workforce management, speech and data analytics, customer feedback surveys, performance management and eLearning.  Impact 360 helps organizations improve the entire customer service delivery network, powering the right decisions to help ensure service excellence and transform organizations into customer-centric enterprises.


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