CRM WFO terms to know:

WFO concepts

WFO terms to know

These terms will help you better understand workforce optimization and the call center technologies included in the typical workforce optimization suite.

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1 - 5 of 5 in WFO terms to know

Call center eLearning: Top 10 buzzwords

Top Buzzwords - Providing ongoing call center agent training and coaching should be a high priority for call centers of any size. We've gathered these call center eLearning buzzwords to help you understand the basics of eLearning technology and decide if it's right for...
Seven things you need to know about speech analytics

Podcast - Call center expert Donna Fluss gives advice on evaluating and implementing speech analytics technology in this podcast. Fluss offers an introduction to speech analytics and what its implications are for call centers.
Quality monitoring: How to get started

Ask the Expert - In this call center tip from Donna Fluss, learn quality monitoring techniques and how to create a quality assurance strategy with limited staff.
The power of real-time customer surveys

02 Feb 2007

Column - When real-time customer surveying tools are used properly, they improve customer satisfaction, increase revenue, decrease customer attrition, reduce operating expenses and improve agent satisfaction and retention. Read advice from Donna Fluss on how to...
Workforce management: Contact center savior?

12 Aug 2004

Article - If you're not using workforce management software, experts at the ICCM conference said your contact center probably isn't running as efficiently as it could be.

1 - 5 of 5 in WFO terms to know

Business Analytics
- Marketing and advertising remain sweet spots for big data technology
  
  Marketing and advertising are the sweet spots for big data, but those who serve up marketing insights and ad space will need to evolve to survive.
- Strategies for de-cluttering business intelligence dashboard designs
  
  Expert Brian Jordan shows business intelligence managers how to avoid developing dashboards that overwhelm business users with too much information.
- Making mobile BI applications a reality: Key steps to take
  
  In a podcast, BI expert William McKnight discusses best practices and action items for managing deployments of mobile business intelligence tools.
Data Management
- New BI stack tackles data load at Boston Children's Hospital
  
  Boston Children's Hospital upgraded its business intelligence architecture to boost enterprise reporting, a move that also required retraining users.
- Expanded Hadoop use cases will drive need for new enterprise features
  
  With user interest rising, Hadoop vendors are trying to pave a path to higher adoption with add-ons that target issues holding the technology back.
- Jim Goodnight on SAS in-memory analytics and the data scientist
  
  A podcast Q&A with SAS execs Jim Goodnight and Jim Davis looks at big data enablers, including in-memory analytics, and the role of data scientists.
SAP
- Analyst Jon Reed on SAP SapphireNow 2013, SAP Fiori
  
  Analyst Jon Reed gives his take on SAP Fiori, a collection of apps intended to cover a wide range of business processes as simply and efficiently as possible.
- Ariba Network announces QuickBooks integration
  
  At its annual conference, Ariba announced a new tool by partner Dell Boomi that lets small businesses integrate their QuickBooks accounting with the Ariba Network.
- Software license audits come in different forms, expert says
  
  Your next software license audit may be an inventory optimization exercise in disguise. Either way, the trick is to be prepared, writes one analyst.
Oracle
- Domain-specific Oracle master data management
  
  Oracle master data management products are starting to merge various data management hubs, which is a help in particular vertical industries.
- Privileged user management a must for DBAs
  
  Trust, but verify. Ronald Reagan made it popular, and it's certainly relevant for DBAs in today's consolidated, virtualized IT world.
- John Webb: Why the new PeopleSoft applications are big news
  
  Lena Weiner-Bishop catches up with Oracle's vice president of PeopleSoft strategy, who explains the excitement around new PeopleSoft applications.
DataManagement UK
- Big data roundtable webcast: gaining value from big data
  
  Roundtable discussion on business value of big data, chaired by Brian McKenna, Editor, SearchDataManagementUK, and featuring Mike Ferguson, Roxane Edjlali (Gartner), Joshua LeCure (GlaxoSmithKline).
- 2012 training courses: BI, data management, data warehousing
  
  Find out where to hone your business intelligence, data management and data warehouse skills with this list of training courses for 2012.
- Poor data quality: what is dirty data costing UK organisations?
  
  Poor data quality can have serious financial consequences for businesses. Read about the current state of data quality management at UK companies, including dirty data problems.
Content Management
- Get 'em ready: Tips for planning a SharePoint 2013 training program
  
  SharePoint is a complex application. But training business users for an upgrade to SharePoint 2013 doesn't have to be a daunting task for IT teams.
- The organization of the future: Not just hybrid IT, but hybrid people
  
  The adoption of hybrid IT approaches creates a need for executives who can both formulate business objectives and assess IT requirements.
- SharePoint technology feels growing pains as 2013 release arrives
  
  SharePoint 2013 adds new features to the collaboration software. But it comes at a time when SharePoint's value is being questioned in some quarters.

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CRM WFO terms to know:

WFO concepts

WFO terms to know

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