Category Archives: Workforce Management

Archive for the ‘Workforce Management’

Black Friday – is your contact centre ready?

Winter is here, and with it comes a group eager to devour all that may lie in their path. Luckily, it’s not the white walkers from the hit show Game of Thrones, but a whole other type of army – … Continue reading

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Delving deeper into the world of Workforce Management for the Back Office

It is no secret that as a contact centre manager you have to be an expert at doing more with less and prioritising your goals as you go along. This usually means keeping your main focus on front office performance … Continue reading

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Gamification: Unleash the power of competition

As business environments become more competitive, the importance of team performance for organisational success increases significantly. NICE Performance Management provides a single source of truth for employee performance data and goals.  In addition, it provides targeted coaching and gamification to … Continue reading

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Cloud versus On-Premise –The battle rages on

Cloud versus on premise. That familiar on-going battle. As a contact centre professional, which one do you choose, particularly when scoping out your requirements for a Workforce Management solution? In a nutshell, there a number of benefits a cloud workforce … Continue reading

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Business Systems’ partner gets highest rating for vendor satisfaction in DMG Consulting’s 2017 WFM report

Business Systems’ partner, Teleopti, has achieved the highest ratings for customer satisfaction in the 2017 WFM Product and Market Report by DMG Consulting LLC. This is the 3rd year in a row that Teleopti has been named a top WFM … Continue reading

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Forecasting and scheduling for multi-channel contact centres

It is no secret that as consumers we want to communicate with a brand when we want, however we want. In fact, most of us use two or more channels, top of which are the website (85%), phone (75%), email … Continue reading

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Study Finds Growth in Workforce Management Tech in the UK

louis vuitton outlet stores The ways that customers communicate with the companies with which they do business has changed dramatically in the last decade. The challenge for contact center management, therefore, is to bring together employees, customers and business goals … Continue reading

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5 mistakes to avoid when scheduling with WFM

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Powering up morale in Police Control Rooms with Workforce Management

In 2015, our article ‘3 Ways Workforce Management can Improve Policing Efficiency’ we touched on how scheduling, forecasting and real time adherence can help the police force improve quality of service, by increasing both resource efficiency and availability whilst reducing unnecessary … Continue reading

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Top 4 technologies that reduce cost in the contact centre

Contact Centre Managers can face a real challenge when it comes to reducing cost. To make the most out of every customer interaction requires a balance of productivity, quality and efficiency in day to day operations. Here are our top … Continue reading

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