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  • Why Workforce Management and Contact Centers Should go Hand-In-Hand with Customer Experiences

    In this expert e-guide, learn why companies should focus on an "outside-in" approach to customer experience management (CEM) and workforce management. Discover how "workforce management gives you the tools to manage and optimize staff and, in doing so, keep your costs as low as possible" according to DMG Consulting's Donna Fluss.

  • New Contact Center Metrics to Fit Busy New Customers

    View this exclusive e-guide to learn more from Fluss and other CRM experts as they explore the right and wrong way to leverage mobility to reach busy customers, as well as how to implement new contact center metrics to measure the effectiveness of new channels -- including email, chat, and social media.

  • It’s Time to Fix Back-Office Operations

    In this report from DMG consulting, discover a framework and methodology for transforming your back-office operations to drive higher quality and lower costs. You'll learn how workforce optimization (WFO) tools can improve the productivity and visibility of your operations, as well as tackle six common back-office challenges.

  • Putting the contact center at the center of the customer experience

    Today's customers have more control of the conversation than ever before -- and your contact center must be equipped to deliver seamless interactions across a variety of channels, lest your customers take their business somewhere else. To do this, you need a comprehensive platform that enables anywhere, anytime service.

  • Seven Critical Capabilities to Demand From Your Cloud Contact Center Provider

    Delivering exceptional customer service today means having a flexible and reliable contact center, as well as all the tools your agents need to be successful. Many companies are looking to cloud contact center platforms to meet these requirements, but what should you look for in a cloud solution?

  • Deployment Flexibility

    In this white paper, explore two alternatives to traditional infrastructures: cloud deployments and managed services. Discover how managed services allow you to keep your contact center infrastructure on-premise without the burden of managing it, and how cloud deployments offer a scalable host solution with unparalleled flexibility.

  • It's Time to Fix Back-Office Operations

    Many organizations have been managing back-office operations the same way for years. In this white paper, learn how workforce optimization (WFO) suites can transform your operating model for back-office functions, and get a framework to create a more effective, efficient model.

  • Managing and Optimizing the Call Center

    In this e-guide from the experts at SearchCRM.com, learn how your organization can optimize its call center and drive customer service success with the use of workforce management (WFM) software, real-time speech analytics software, guidance applications, predictive analytics, and other tools.

  • 5 Ways to Optimize Your Workforce for Customer Contact in a Social Marketplace

    This white paper discusses how workforce, quality and performance management capabilities provide practical business processes and tools for effective staffing, monitoring, reporting, evaluation and coaching.

  • Eight Essential Steps: Moving the Contact Center Beyond Operational Efficiency to Business Effectiveness

    This paper explains how to move the contact center beyond operational efficiency to business effectiveness and provides best practices employed by businesses that already operate their contact centers as profit centers and touching on the technology that makes it possible. Read on to learn how to transform your contact center into a profit center.

  • Integrated vs. Unified: Five Reasons Why Contact Centers Must Get Unified

    This paper presents the main differences between integrated and unified contact centers, and gives five reasons why it is imperative for contact centers to adapt a unified solution. Read on to learn how adopting such a solution can increase productivity, decrease costs, and enhance the customer experience, thereby increasing customer loyalty.

  • Seven Things to Consider When Developing a Unified Communications (UC) Strategy

    UC can increase revenue and enhance customer relationships all while reducing costs, but developing a UC strategy can seem like a daunting task. In light of this, this paper outlines 7 things organizations should consider as they begin to develop a UC strategy. Read on to learn some helpful hints and strategies to ensure a successful UC deployment.

  • Making the Back Office Pay: Measuring and Increasing Productivity while Reducing Costs

    Understanding how to manage many different types of back-office tasks in the most consistent and efficient manner is a perplexing challenge. This paper will describe how automated workforce optimization is the solution. Continue reading to learn how to improve the customer experience while decreasing required staffing through predictive modeling.

  • Keeping Pace with the Consumer: What you Need to Deliver a Next-Generation Customer Experience

    This paper outlines key capabilities and top-line technical requirements to consider as you engage with IT to determine the best path forward to meet your customers’ demands. Continue reading to learn tips and techniques to keep pace with the consumer and deliver a next-generations customer experience.

  • International Cruise & Excursions, Inc.

    ICE contact center staff had been using Excel spreadsheets to schedule agents, which was an inefficient and difficult practice, Since the agents are the primary drivers of the company's sales.

  • Hilton Reservations Worldwide

    Since implementing the workforce management capabilities, HRW has seen data accuracy go from within ten percent of actual to within three percent of actual due to Aspect eWorkforce Management.

  • VW Credit, Inc.

    Implementing Aspect eWorkforce Management and its Perform enhancement enabled VCI to optimize its agent performance by allowing better forecasting and more accurate planning, as well as more effective scheduling.

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