Workforce Optimization is About More Than Scheduling - CUSTOMER

CUSTOMER : 12/11/2013 eNewsletter   Latest Featured Articles » Workforce Optimization is About More Than Scheduling While the phrase workforce optimization tends to get used interchangeably with workforce management, it's important to remember that the former does have advantages over the latter. » How Trends Impact Contact Center Software Decisions At the end of each year, it's common for technology vendors to examine the successes of the past 12 months and look ahead to challenges and opportunities around the corner. » Contact Center Telephone Support May Be Expensive, But It's Still Number One for Customers This need to provide robust customer support by phone as well as an intense amount of training raises another need: a robust scheduling solution that means a company can actually take all of the calls it gets and not leave customers on hold, dropped or abandoned. Servicing the telephone channel is relatively useful if you can't do it well. » Top 5 Reasons It's Time to Update Your Call Recording Software Making a technology purchase is never a quick decision. It requires due diligence to ensure the next step is the right one for the organization. Sometimes it's simply an update to a current and proven system. Top Stories » inContact Improves Sales and Customer Service Ops for Direct Marketing Leader » I'll Connect You: Social Networks Improve Call Center Productivity and Customer Relations » Businesses Gear Up to Meet the Mobile Customer Care Challenge » Con-way Inaugurates New Customer Service Portal Featured Channels » Call Center Furniture » Cloud Based Contact Center » Virtual Call Center Featured Resources » The Five9 2013 Contact Center Report » Understanding Your Customers' DNA - The Key to Intelligent Connections » Getting Smart on Analytics in the Contact Center - Measurement is the First Step in the Process Advertise With Us General advertising Info: Click here    Become a CUSTOMER 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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