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News : Idaho Based DataTel Communications First US Partner to Achieve Gold Status.

#contactcenterworld, @sjssolutionsltd

Telecommunications and contact center solutions provider DataTel Communications become the first US partner awarded Gold Partner Status by Visual Mental health and Wellness Solutions developers SJS Solutions Ltd.

Joining a list of SJS Gold partners from Europe, Idaho based DataTel Communications has completed training on topics scuch as SCARF, Motivational Psychology, Employee Wellness, Mental Health and Employee Engagement in Contact Center environments.

"We're delighted that DataTel Communications have become our first Gold Partner in the US, their desire to learn how to reduce stress, sickness and disengagement was evident from our very first conversation. This desire to understand more about what makes people happy in their work is supported by a passion to deliver much more than technology. I can honestly say I've never worked with a more people focused, caring group of professionals" - Stephen Pace, CEO, SJS Solutions Ltd, United Kingdom.

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INVITATION

We invite you and your colleagues to join us online as we take the highest rated industry conference online - join us and the elite in the industry at the NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!

>>>>> FIND OUT MORE: HERE


....CONTENT CONTINUED BELOW

DataTel President Scott Langdon is no stranger to the Unified Communications and Contact Centre world, he's been the man on the helm of DataTel Communications for the last 29 years and has seen many companies in the US focus heavily on technology missing the opportunity to maximise ROI by also focusing on people.

"We see the Optymyse solution covering the most critical and frankly missing component in the flood of technology and processes found in today's CCaaS and premised-based contact centers - the human being. I was introduced to SJS by one of my most experienced enterprise salespeople. I've never seen him this excited about a solution! The idea of making the primary performance interface of an agent - the thing they look and listen to all day as a tool for positivity, engagement and "ownership" is fantastic. The benefits this offers contact centers and BPO are obvious to me; a happier and healthier workforce, less turn-over, better CX for clients and, in the cases of BPOs, a real differentiator. To be able to provide a "bleeding edge" process in the United States, that you know will be the industry standard down the road, is exciting. The fact Optymyse is so easy to deploy and manage while being such a potent tool is great and to be the only gold standard bearerer for the whole of the country is super-exciting."

#contactcenterworld, @sjssolutionsltd


About SJS Solutions:
Company LogoFounded in 2001 SJS Solutions is a provider in contact center optimisation. It’s no secret that people are the most expensive part of any contact centre operation. How do you motivate, protect, engage and develop your most important resource? Optymyse Smart Contact Center Visuals offer a neuroscience-based approach which takes care of your most valuable asset - your people. Using a scientifically supported formula, Optymyse delivers visuals which unlock the full potential of your contact center whilst protecting the mental wellbeing of all of your employees. We don’t believe in the old mantra of, “if something can be measured, it should be measured.” Metrics alone simply can’t deliver the organisational improvements that contact centres are looking for – and they certainly have minimal impact on improving customer experience. The true power of Optymyse is that it encourages a complete rethink of how you use information to drive positive customer experiences time and time again. It’s a win-win situation. SJS Solutions are passionate about optimising contact centres. Optymyse was designed specifically to break the cycle of expensive workforce issues and promote employee wellness. This not only saves you time and money, it also allows agents to deliver outstanding customer experiences. If you’re looking for a scientifically supported way to create a SCARF-compliant contact centre environment which puts your employees needs first,
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Today's Tip of the Day - Customer Feedback

Read today's tip or listen to it on podcast.

Published: Monday, June 21, 2021

Printer Friendly Version Printer friendly version

2021 Buyers Guide Workforce Management

 
1.) 
Aspect Software

Aspect Workforce Management
Aspect Workforce Management is an award-winning, best-of-breed software solution for enterprise contact centers, designed to help managers accurately and easily forecast staffing requirements to ensure the right agents are available at the right times, across all customer-facing inbound, outbound, blended and back office resources. Taking into account factors such as skill levels, scheduling constraints, regulatory labor restrictions, demand and service level objectives, Aspect Workforce Management helps businesses achieve contact center SLAs at the lowest possible labor cost, while improving both agent engagement and the customer experience.

Agents can also manage their scheduling need...
(read more)

2.) 
Calabrio

Calabrio ONE
Calabrio ONE offers contact centres the complete toolset to unlock the tremendous value buried within customer interaction data and use it to transform the entire business. One seamless solution combines a fully integrated workforce optimization suite with powerful voice-of-the-customer analytics tools deployed—in the cloud, on-premises, or in a hybrid environment.

Capture every customer interaction across all channels. Extract predictive and prescriptive insights. Elevate customer experiences, improve employee engagement and increase operational efficiency. Then, extend customer-centric strategies across the business to accelerate sales, drive innovation and move your business forward.

3.) 
eGain Corporation

eGain Solve
Rated #1 by analysts and trusted by some of the biggest brands in the world, eGain Solve helps businesses design and deliver smart, connected customer journeys across social, mobile, web, and contact centers. You can sell smarter, serve better, and know more.

4.) 
Eleveo

Eleveo WFM
Eleveo WFM was designed to simplify scheduling, forecasting and adherence for commercial contact centers with 500 agents or less. The product is easy to use for supervisors who are not WFM experts, but provides value for scheduling, shift changes, schedule adherence and supports multi-channel and multi-skill requirements. Eleveo WFM was built using open source, cloud technologies but can be installed on premise, in a hybrid environment or hosted for you in AWS.

5.) 
ethosIQ, LLC

BPO Optimizer
ethosIQ’s Business Process Outsourcer (BPO) Optimizer allows clients to manage their vendor contact center resources without requiring manual intervention through our manufacture-agnostic data collector processes. ethosIQ collects schedule and exception data, based on your desired parameters. Collection of data is transparent and doesn’t require intervention from either you or your vendor resource. You know your needs, and now you can manage those needs effectively, efficiently and effortlessly, using ethosIQ’s BPO Optimizer!

6.) 
Lieber & Associates

Technology Consulting Services
Lieber & Associates provides consulting services to select, contract for, test, implement, and optimize workforce management systems. It's technology consultants have worked with all major systems and many smaller ones. Counsel is informed by several decades of WFM experience.

7.) 
MFE International

Agyletime Cloud Workforce Management
Agyletime is an enterprise grade true Cloud WFM and t is channel agnostic .
Its ease to Use , easier onboarding, forecasting and better scheduling.
You can integrate to CRMs such as SFDC, Zendesk, ServiceNow and others and to telephony systems such as AVAYA, CISCO, Genesys and other cloud telephony systems ; to independent Chat systems to aggregate data for WFM omnichannel forecasting, scheduling, optimisation and reporting.

8.) 
Noble Systems

Noble ShiftTrack WFM
Maximize the efficiency of your contact center and meet/exceed customer expectations with workforce engagement tools that help you accurately forecast workloads, match the right resources to your needs and keep agents motivated. More than just scheduling agents and tracking shifts, Noble’s ShiftTrack WEM solutions optimize labor costs, manage capacity more effectively and improve service levels.

9.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)

10.) 
Phonestat

Phonestat
Track staff performance, capture meaningful feedback and deliver quality customer experiences using Phonestat. Our cloud based solution allows you to create simple scorecards to provide instant feedback and training to your staff.

There are powerful integrations to source interactions from anywhere and an open API to allow you to build your own.

11.) 
Vads

VADS Workforce Management
VADS Workforme Magaement is a smart tools that gives connectivity to the workers while working remotely. An intelligent workforce management system that aims to improve operation efficiency with the end goal to provide first.

12.) 
QPC Ltd.

QPC WFM - Calabrio/Teleopti Specialism
QPC has a long and successful history of delivering tried and tested innovative workforce management systems, and the training and consultancy needed to ensure organisations can leverage the customer service and operational efficiency benefits workforce management principles and automated workforce management systems can deliver.
 

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