The Social Enterprise Demands Workforce Management in the Call Center - Customer Inter@ction Solutions

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»Free Premium Content Customer Inter@ction Solutions: 9/26/2011 eNewsletter

Featured Articles » TCN Releases Preview Dialing for the Call Center » KANA Recognized as 'Leader' in Magic Quadrant for CRM Web Customer Service » Crisis Management System with IVR Capability a 'Step Forward' in First Response » WFO - Quality Management Performance Optimization Critical in the Contact Center   Sponsored By: Pitney Bowes Deliver Better Customer Service With Cost Effective Document Storage & Retrieval Thursday, October 13th, 2011 2:00PM EST / 11:00 AM PST Join our webinar to learn the major differences between .pdf methods versus the up-and-coming electronic vault document storage solution. Additionally, we will outline the six advantages inherent to electronic vaults for document storage which include improvements in: Document Accuracy Document Quality Flexibility Speed Accessibility Long Term Viability Regsister Today!   Top Stories » Oracle OpenWorld 2011 to Showcase CRM Pavilion » Australian Government's Contact Center Uses Sword Ciboodle Platform to Expand Its Services » Call Recording Now Available on TeleWare IP Extensions » Vermont Rail System Uses OAISYS Tracer Call Recording Solution to Keep Communications on Track   From The Expert Corner September 23, 2011 The Social Enterprise Demands Workforce Management in the Call Center By Susan J. Campbell, TMCnet Contributing Editor The movement toward the Social Enterprise is set to be led by salesforce.com. The company announced at the Dreamforce conference that this next step toward connecting companies and employees with their customers through social technologies will be a key focus for the cloud computing provider. This Monet Software blog The reality is that contact centers, customer service centers and call centers must embrace this new engagement method and make sure they have the staff available, trained and scheduled to manage these multiple channels. Two elements must be considered: technology and workforce management. On the technology side, do you have the tools necessary to track and monitor social activity? You must also enable engagement with customers and the overall performance of your contact center. Workforce management enters the equation as you must have the workforce in place that are multi-skilled, trained, scheduled and available to interact with customers according to calls, e-mail, chat and the new social media channels you plan to leverage... Read More   Featured Video Interview with 8X8    Latest Blogs » Slowly, New York Subways get Cell Service   Webinars Download One of Our Webinars Today to learn about new opportunities to enhance your business. http://www.tmcnet.com/webinar/   Contact Us   Company Directory    |    All Editors' Info   Become a TMCnet Columnist! Become a TMCnet columnist! Want to contribute your expertise to a growing audience of technology professionals? Become a writer, blogger or columnist for the TMCnet Web site and this newsletter. Contact TMCnet Group Editorial Director, Erik Linask, at elinask@tmcnet.com for details.

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