Article : Workforce Optimization Technologies
How can they be deployed across the greater enterprise, not just the contact center?
Subject Matter Expert
"Typically workforce optimization was to get the right number of bodies in the equivalent number of chairs, to cover all the calls. Today, workforce optimization has reached the back office work. If it is a workload that can be measured by time per task, with the tasks having a definitive quantity, then you can optimize it."
Senior Product Manager, WFO Solutions
"Knowledge management solutions are a great example. They are repositories for information and can be used by a number of different organizations. Voice of the Customer applications can also be used to help identify customer issues affecting a number of organizations in a company."
NICE inContact CXone™ is a unified cloud customer experience platform. CXone combines Omnichannel Routing, Workforce Optimization, Analytics, Automation and Artificial Intelligence on an Open Cloud Fo... (read more)
Iletikom provides sales training and coaching programs.
"Telling and proving the benefits of the WF optimization to enterprises may affect the deploying of work force optimization technologies. In general, the benefit of the tools is for the entire organization. Any increase in the service level, or customer satisfaction is directly increasing the revenue of the company. Quality and performance management, work force management is not only for call centers. They are applicable to the entire organization after a successful call center practice. The call centers are relatively the best places to implement the concepts since there are lots of items that are being measured."
3-D Information Technologies has been established in 1998 by fully Turkish capital, following the owners' experience at the abroad. 3-D Information Technologies has been presenting value added solutio... (read more)
"Culture change is important. Its not there to catch people napping but to promote teamwork."
Merchants SA (South Africa)
"Probably the most useful bit of WFO technology that can be used across an enterprise would be reporting and CRM tools. By using these systems to channel customer contact information to the appropriate areas of the business, the organization can react faster to failures in processes and technology. This information can also give an organization a competitive advantage through identifying new trends and customer needs. Changes in customer calling patterns and call drivers can be very useful to marketing and sales prompting changes in up sell strategies. Real time monitoring of call types when merged with customer information can assist in early fault diagnosis and even fault avoidance."
Merchants, a Dimension Data Group company, is a provider of bespoke outsource contact centre solutions, operating in South Africa and has a 35 year track record of delivering customers contact centre... (read more)
With more than 30 years voice research and more than 150 voice patents, IBM is key industry player providing access to data through end-to-end voice integrated solutions. IBM also makes chips for a wi... (read more)
As caring for customers becomes the differentiator that drives consumer spend, Sitel is advancing its position as a provider in outsourced customer care innovation. With over 28 years of industry expe... (read more)
"The most important answer should be ‘carefully’ and with communication and ‘buy-in’. The popular negative perception of the contact centre industry is of dark satanic mills commanded and controlled by ‘big brother’ technology. In the industry we appreciate that technology can help improve efficiency and effectiveness. However, without proper people and process care the impact can be negative."
Competence Call Center
"Technologies such as VMware will help optimization technologies to be integrated step by step from island solutions up to enterprise wide application. From the test case to the first release up to enterprise level you will have flexibility, scalable and a reliable solution that can suites your current enterprise/solution size."
CCC is a BPO companies in the field of Customer Care in Europe and has been offering international customer care solutions for more than 20 years. More than 8.500 service professionals at 22 locations... (read more)
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Published: Friday, August 20, 2010
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