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CRM Workforce Solutions

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Workforce optimization solutions can help contact centers of all sizes improve best practices and achieve significant improvements in service quality and operational efficiency. These software systems also aim to improve service delivery, lower operating costs and increase overall agent retention.

One fundamental necessity of effectively managing your workforce includes the forecasting of contact-call patterns using historical data. Many systems also offer an expanded range of features including skill-based and multimedia contact scheduling, intra-day reporting, agent self-service capabilities, performance tools, schedule monitoring and time-off administration.

For more information on solutions to more effectively manage your call centers, read the information below. Also, be sure to check back often, as this section is updated regularly.

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CRM Workforce Solutions

  • The Convergence of Human Resource Needs and Brand-Marketing Techniques
    - Presented by Arthur D. Little, Inc.
     By Thomas Manning, Vice President, Arthur D. Little, Inc.DRIVING CUSTOMER VALUE As companies seek to enhance their customer relationships, they recognize that employees who interact with customers are critical to the ongoing success of Customer Relationship Management (CRM) initiatives. The brand promise will be  Read More...
  • Forecasting, Planning, and Decision-Making in an Era of Significant Uncertainty
    - Presented by Bay Bridge Decision Technologies
     Contact center planning becomes much more important in the face of uncertainty Ric Kosiba, Ph.D. President, Bay Bridge Decision Technologies

    The contact center industry has a long history of successfully quantifying and predicting change. In past years, while specific industries might have suddenly found themselves undergoing a sudden and unexpected transformation, the contact center has, as a rule, always been able to monitor, measure, and react to business change in a very analytically sound manner, through the contact volume forecasting and capacity planning exercise. Until this year.      Read More...
  • How to Reduce Scheduled Staff Without Impacting Service Levels
    - Presented by BBN Technologies
     It’s budget season and management is worried about the economy, so they are asking you to do the impossible.  How can you possibly cut call center costs, while keeping satisfaction scores high to protect the brand and retain customers?  In this white paper, you’ll learn how leading call centers are using analytics to discover specific and actionable process improvements that will reduce staffing levels by 10-15% with no negative impact on service levels.  Read More...
  • Customer Retention for the Real Time Generation
    - Presented by eglue Business Technologies
     Are you up to the challenge? Fast enough on your feet to handle the needs of the Real-Time Generation? Are you truly focused on securing continuous revenue through customer retention and generation of loyalty, even from the most demanding consumers?

    Download this white paper and learn all about the fundamental principles of customer retention, explore how customer needs have changed and how new market conditions make the current economic downturn an even greater challenge. Finally, find out how Real-Time Customer Interaction solutions will play an essential role in adapting to these new needs.      Read More...
  • Making A Work-at-home Program Work For You
    - Presented by NICE - IEX Workforce Management Group
     Although the virtual environment clearly presents a “win” for both employers and employees, there remains a natural reluctance to adopt a work-at-home program – particularly in the contact center environment where agent productivity is critical to success.

    This white paper, Making a Work-at-home Program Work for You, explains how to start thinking about traditional process in new ways in order to develop a work-at-home program that will help the organization realize lower real estate costs, reduced labor expenses and increase employee retention.      Read More...
  • Realizing the Full Promise of WFM - Avoiding Mistakes That Short-Change Your Investment
    - Presented by NICE - IEX Workforce Management Group
     By Maggie Klenke, The Call Center School
    Since the cost of staffing in most call centers is between 60 and 70 percent of the total budget, the incremental benefits of selecting the best solution for your operation and implementing it successfully are significant. Companies in the market for a workforce management tool today face a mind-boggling array of choices. Automated workforce management systems range from quite simplistic to highly complex, with a wide range of price tags to match. The challenge for contact center managers is how to navigate the choices.
    This paper will help you sort out issues such as:
    • how to decide which tool is best
    • the impact of operational complexity
    • how to improve forecast accuracy
    • accounting for skills-based routing requirements
    • considerations for multisite operations      Read More...
  • The ROI of Workforce Management - Achieving Operational Efficiency
    - Presented by NICE Systems
     In many organizations, labor represents two-thirds or more of the total operating cost of the contact center, so the ability to make the most of every agent-hour is vital. While operational efficiency occurs in many forms, comprehensive workforce management solutions provide the critical capabilities any organization can use to optimize the use of each agent, preserve customer value and reduce operating.

    With the aid of a comprehensive workforce management solution, these initiatives can improve agent occupancy by over 9% while reducing schedule shrinkage and overtime by up to 7%.      Read More...
  • Darwinian Call Centers
    - Presented by Pipkins, Inc.
     Darwin would have felt at home in a modern call center. He would have been able to study its constantly evolving nature and see his theories in practice. Modern call centers are places of continuous change. The technology changes as new ACDs, IVR and other CTI advancements become available. Call centers also often  Read More...
  • Vacation Scheduling Without Pain: Automating Holiday Leave Planning
    - Presented by Pipkins, Inc.
     Even at its easiest, scheduling vacations for call center agents can be more challenging than a game of chess. The majority of agents typically want to take at least some of their vacation days during the summer and winter holidays when the children are out of school and family get-togethers tend to occur. Download this checklist now and find out key components to optimize the vacation planning process.  Read More...
  • New Directions in Workforce Management
    - Presented by Verint® Witness Actionable Solutions®
     For years, workforce management (WFM) has been synonymous with contact center forecasting, scheduling, and adherence. However, today’s WFM solutions are capable of providing far more insight and business value—not just in the contact center, but in other areas of the enterprise as well. This paper examines the capabilities and benefits available through the latest developments in WFM technology.  Read More...
  • Contact Center Optimization in a Challenging Economy
    - Presented by VPI and Datamonitor
     Learn How to Survive and Thrive in Today's Economy

    Current economic challenges are forcing organizations to rethink their approach to customer service and how they balance efficiency and effectiveness objectives. In the contact center, complexities have vastly increased with the growing number of communication channels and higher expecations from customers. The implementation of workforce optimization technologies has become crucial in today's environment, ultimately resulting in increased profitability and improved strategic position in the marketplace.      Read More...