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CRM Workforce Solutions

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Workforce optimization solutions can help contact centers of all sizes and achieve significant improvements in service quality and operational efficiency in all industries. 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.

To view vendors, click here.
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

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  • Achieving Service Excellence With Workforce Management
    - Presented by IEX Corporation

    Faced with fierce competition, organizations must be able to quickly anticipate needs and dynamically adjust service goals to meet expectations. Customers are looking for three things when they call – to be helped promptly, knowledgeably and passionately. Staffing level constraints are not accepted as a valid excuse

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  • Realizing the Full Promise of WFM - Avoiding Mistakes That Short-Change Your Investment
    - Presented by IEX Corporation
     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

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  • 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

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  • 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...