All-in-One Guides:Workforce optimization guide
Workforce optimization guide
Implementing workforce optimization software
After evaluating call center WFO software and choosing the product that best fits your company's needs, you're ready to get started with implementation. This section includes articles and case studies showcasing the experiences of organizations that have successfully completed the deployment process.
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Voice-of-the-customer program begins with performance management at call center
23 Apr 2007
Article - A financial services agency is hoping to revamp its customer satisfaction, but it started with a foundation of quality monitoring and workforce management in the call center.
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Call center brings it together with WFO
31 Aug 2006
Article - A customer of both Blue Pumpkin and Witness before the merger, Asurion is reaping the rewards of workforce optimization, and it's not just about technology.
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Customer satisfaction surveys: Building a business case
Building a business case - In a recent study by Ventana Research, 79% of companies rated improving customer satisfaction as the No. 1 priority for their contact center. The challenge is to measure true customer satisfaction in repeatable and consistent surveys without...
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Workforce management provides winning formula for Bell Canada
01 Nov 2006
Article - Bell Canada revamped its call center processes using a workforce management tool. Despite many changes, managers continue to use the tool to efficiently manage and schedule staff.