1 W H I T E P A P E R Workforce Management Software How to Determine the Software You Need and Justify the Investment
3 C O N T E N T S Executive Summary Why use workforce management software? Accurate forecasting the foundation of workforce management Scheduling an exercise in balance Tracking vital internal and external data Moving beyond today s performance Increasing efficiency with the right technology Improving service productivity increases customer satisfaction Improving employee retention and job satisfaction Leveraging the existing infrastructure Enabling multiskill contact centers Factoring the return on your investment Increasing ROI and profits with Aspect eworkforce Management Case Study I: Canadian Utility Company Case Study II: U.S. Catalog Company Conclusion
5 Workforce Management Software EXECUTIVE SUMMARY The complexity of contact center work and the demands on center managers today have made software tools for forecasting, scheduling, staffing, and managing a contact center critical to the success or failure of many companies. Regardless of your industry, the size of your business, or the current level of technology your center deploys, workforce management software is key to increasing revenues and achieving a return on customer service investments. Companies not using robust workforce management software are spending far too much money trying to determine what they need to do next and how to do it. They are also missing out on the opportunity to improve their bottom line by just increasing their contact center efficiency. Despite their CRM strategies, these companies have serious obstacles in successfully managing their workforces. The system you deploy should save not cost you money. Moreover, very quickly after its implementation, the right workforce management software will help you generate revenue. So, as a senior decision-maker, you need to ask some basic questions. Is your contact center set up to serve your customers as efficiently as possible? And how much is that service costing you? Do you have the right resource in the right place at the right time to provide consistently high-quality service at the lowest cost across all your sites, products, and contact channels? Without an accurate workforce management system, you may find it difficult to answer these questions or achieve their implied goals. You may also find it difficult to answer this question as well: Can contact center workforce management software generate a sufficient return on investment (ROI) to justify the cost? The answer: Absolutely, and this can be illustrated with examples of companies that have reaped significant benefits by using workforce management software. In fact, workforce management software can not only provide a good return on the software investment, but also document the costs, savings, and efficiencies it gains for current users and highlight areas for additional savings and improvements in the future. This paper explains workforce management software what it does and how it can very quickly provide a return on your investment by reducing expenses and increasing your profits. It offers case studies from two different industries that demonstrate how workforce management software benefits the bottom line.
6 2 Workforce Management Software Why use workforce management software? It s no secret that personnel and related staffing expenses eat up your contact center budget. In fact, as the chart below shows, 60 percent of the total operating costs for a typical contact center are directly related to personnel. Workforce management software takes the guesswork out of staffing. It provides easy-to-use, yet sophisticated management tools; immediately reduces labor-intensive record keeping; and automates complex manual tasks. These features can help you meet and exceed sales, reduce overstaffing, and reduce administrative labor. It s important to note here that any workforce management software can enable you to generate schedules, but you need a flexible and robust application to really manage your workforce. Studies have shown that approximately 60 percent of contact center costs are tied up in personnel-related expenses.workforce management software can free a large portion of these costs for investments in other areas. The best workforce management software will help you meet your service and overall contact center and CRM goals at a minimum cost. Here s how. First, assume you already have or are about to implement a typical customer contact center whether it is a small single-site call center, or a larger multisite infrastructure with contacts being made not only via telephone but also via and the Web over wired and wireless devices. Whatever its size and complexity, to effectively manage your center, you must: Forecast customer demand as your business and customer requirements change. Schedule staff according to agent skill and customer demand. Track employee schedules and customer contacts. Improve employee retention and job satisfaction. Increase efficiency, service, and profit on a continual basis. Now, let s examine how the right workforce management software can dramatically improve each step in this process.
7 Workforce Management Software 3 Accurate forecasting the foundation of workforce management Workforce management software should enable you to predict contact volumes, calculate staffing requirements, and make budget projections based on historical data on contact volumes and handling times. You and your team should be able to set these data parameters and set up what-if scenarios to calculate the necessary trade-offs between service-quality goals and available staff. A full-featured workforce management product will allow you to forecast incoming contacts on a monthly, weekly, daily, and half- or quarter-hourly basis, so you can determine staff requirements for any time period, meet or modify established service-quality goals, and maximize net revenue. Also, a good workforce management software application will let you use patterns in forecasting, to smooth out the random variations and allow more accurate, long-range forecasting. Scheduling an exercise in balance Contact center scheduling is one of the most complicated juggling acts business managers perform. You have to balance staffing requirements, to meet service-level goals, with employee needs and preferences and agent limitations. You have to consider business rules and policies and efficiency metrics. You have to accommodate human resources considerations. And you have to factor in fast adaptation needs, multiple sites and time zones, and language and skill requirements. Contact center management regularly has all of these balls in the air at once, and your business can t afford to drop any of them. Specifically, contact center managers must create optimal schedules that meet their agents needs while simultaneously fulfilling the needs of the business. A wellplanned schedule takes into account the types of contacts the center handles and their incoming volumes. They must also consider agent skill level and type. If scheduling is too tight, efficiency and employee satisfaction drop. If scheduling is too loose, productivity and customer satisfaction plummet. You often need to draw up several models, but who has the time? Frequently, you may need to add to or adjust schedules, yet you seldom have time to replace some of the factors or start over. Good workforce management software will permit you to do this. You can create numerous trial schedules before selecting the one you ll actually use in a fraction of the time it would take to do this manually. Tracking vital internal and external data With well-designed workforce management software, you can manage daily schedules and monitor the performance of your contact center. You can track changes and exceptions to employee schedules as they happen. You will also be able to track future schedule exceptions. Good workforce management software allows you to compare your scheduled number of staff to the number you require to meet your service-level goals. Then you will be able to compare your forecast to actual data, so your contact center managers can make staffing adjustments to maintain your service-level objectives.
8 4 Workforce Management Software For example, good workforce management software includes modules that allow you to administer employee vacations and other exceptions as necessary. Using these, you can track the amount of vacation time allowed for a group of agents for a particular day and easily decide whether a vacation request should be approved. More robust workforce management software has modules that will allow you to do this automatically. Using the exception-accounting features of workforce management software, you can even determine how much time over the past day, week, month, or year was spent on activities such as sick time, vacation time, meetings, training, and other categories you establish. Moving beyond today s performance Optimizing contact center staffing resources may be a primary goal of workforce management, but the challenges today are daunting because of the many ways customers can make contact. Besides matching the many types of contacts with the agents skilled to handle them, many centers must do this over multiple sites using multiple contact channels. The more traditional goals of workforce management have thus been expanded to encompass staffing optimization in integrated multichannel, multisite, multiskill environments and only full-featured workforce management software can synchronize all your CRM resources in these complex contact centers. Increasing efficiency with the right technology Once you are effectively forecasting, scheduling, and tracking, you can focus on increasing efficiency. This means having time to evaluate agent abilities, productivity, needs, and use of time. For example, can you accurately determine just what type of agents you need to hire now and later on? If you can, it will make the difference between just doing the best with what you have and planning for and ensuring outstanding performance. Most contact center mangers work furiously just to stand still. Without the time and tools to analyze how they should change operations, they find it extremely difficult to improve contact center performance. Should they change the routing scheme, for example? Or improve their agents skill sets through training? Workforce management software not only gives managers the time to ask these questions, it provides the tools to answer them. Improving service productivity increases customer satisfaction With robust workforce management software, you gain the flexibility to experiment easily, without affecting your production plans. For example, can you currently create schedules that are the best for your business needs? Would you like to experiment with scheduling alone, independent of your agents needs, preferences, and limitations? Do you have the workspace for creating trial schedule sets? Rich workforce management software allows you to form as many trial sets as you wish, compare the benefits of each, and then select and deploy the best set. In fact, workforce management software with these features can also allow you to determine just what types of agents you need to hire and exactly what skills they must have today and in the future. Using your current employees schedules as a base, you can set up these requirements and plan beyond your current production schedules.
9 Workforce Management Software 5 It s a simple equation: the larger the contact center, the greater the need for laborand expense-saving tools. If your business runs a large contact center, you are already feeling the demands for the efficiency tools that workforce management software provides. This software helps you manage your current operation as well as future growth and change. It provides tools that allow you to adjust the schedules of many agents at once. Good workforce management software also optimizes agent breaks, schedules meetings, and accommodates training sessions and special projects. In addition, it can provide such administrative benefits as in-depth reporting, time account management, and vacation management. Ultimately, workforce management frees contact center supervisors and managers while empowering them to do their jobs better. Once you have workforce management software working for you, your supervisors and managers have time to perform quality monitoring, coaching, and teaching. They can target topperforming agents for recognition and identify struggling agents for training to maximize their skills and performance. Moreover, robust workforce management software gives supervisors the systems to do this in real time. If they see a problem today, they can fix it today. In addition, historical data systems allow managers to identify trends and plan accordingly. Improving employee retention and job satisfaction Your agents can also manage their own schedules based on rules that you set up via the software. Submitting tasks such as vacation requests; overtime assignments; schedule drops, adds, and trades; and sick or late calls all become time-saving, automated exchanges between supervisors and agents. Leveraging the existing infrastructure There s no question that top-of-the-line workforce management software will leverage your existing contact center infrastructure. The best workforce management software will work with your current hardware and software, allowing you to use as few or as many of its features as you wish today. It will also easily adjust as your center grows. That spells big cost savings now and down the road. Enabling multiskill contact centers The most powerful workforce management software can support a multiskilled agent environment. For example, it enables proper use of agents who are proficient in multiple channels and multiple skills.
10 6 Workforce Management Software While managing contact centers can be extremely complex, robust workforce management software allows you to break a task into easy-to-refine stages. Supervisors can then create, optimize, and manage the contact center schedule and work plan while efficiently and profitably managing the staff. There are big benefits to multiskilled agent work. For instance, handling multiple types of calls and contacts provides variety and interest in an agent s workload. Multiskill routing uses all of an agent s available skills. In addition, training for multiskill work can be selective, incremental, and factored into your growth plans. Moreover, your training costs will drop when you are not training all your employees for all skills. Economies of scale allow fewer agents to handle the same workload, yet provide the same quality of service. Factoring the return on your investment There is no single formula for projecting your return on investment prior to making a software purchase, since each company s contact center setup and requirements vary. However, you can use some general ROI factors to evaluate your contact center costs both before and after you implement a workforce management system. Accumulating this data beforehand will take time and some of the data will be meaningful only in comparison to your center s performance after you ve installed a workforce management software solution, but estimating the return on your investment can help you decide whether you can justify it. Here is what you need to do to demonstrate the ROI and justify the investment: To understand and reduce overstaffing, you must first determine your current percentage of overstaffed personnel, the percentage of time they are overstaffed, and the associated costs. To measure and reduce management labor, you need to know the number of hours currently spent in schedule management and analysis, plus the related administrative labor costs, such as vacation-request administration. To quantify network costs and reduce them, you need to know your present percentage of abandoned contacts and of permanently lost customers, plus your contact costs per minute.
11 Workforce Management Software 7 To show increases in sales, you need figures for the current average number of contacts, the percentage of those that are abandoned, and the value of those abandoned contacts. To determine improved schedule adherence and time management, you need to know the percentage of efficiencies gained, percentage of schedules out of adherence, and the related employee costs of both. To demonstrate how much more productive your agents have become through schedule adherence, you have to determine the average contact handle time before you install workforce management software, so that afterward you can calculate the percentage of improvement. Increasing ROI and profits with Aspect eworkforce Management Now that you have a basic understanding of workforce management software s range of capabilities, and a better handle on your own center s costs and potential to provide revenue, let s look at two examples of Aspect eworkforce Management software in action and the bottom-line savings the two companies achieved. Case Study I: Canadian Utility Company In our first example, a large utility s customer service center with 200 representatives was handling approximately 16,000 calls per day (peak) with a mixture of full- and part-time staff. Forecasting and scheduling were done manually, took many hours per month, and still produced less than optimal schedules. Within weeks of implementing Aspect s eworkforce Management software, the company was able to make staff adjustments that resulted in an estimated annual savings of Can$130,000. By increasing the efficiency of its forecasting and scheduling process, the company saved another estimated Can$68,000. Return on investment was achieved in eight months. In areas of return not immediately demonstrated with dollars and cents, the company also experienced the benefits of better service and better planning. Using workforce management software, the utility achieved a more consistent level of customer service as well as reduced telephone time. Also, the company began to add and reduce staff through what-if analysis, further eliminating manual evaluation processes and ensuring that the right number and shift types were hired for the most effective coverage. The company also used software to prepare what-if scenarios on the effect of a labor dispute with workers. It analyzed various options to determine FTE requirements and the impact on service level to clients. The analyses aided in the development of a fair and suitable action plan.
12 8 Workforce Management Software Canadian Utility Company Payback Calculation (in Canadian dollars) One-Time Expense Aspect software and related hardware $ 131,627 Estimated Benefit* Savings More efficient scheduling $ 110,505 Automation of workforce management tasks $ 67,725 Reduction in staffing $ 16,025 Reduction in network costs per quarter $ n/a Total Benefit $ 194,255 Average Monthly Savings $ 16,188 (Total Benefit 12) Payback Period (in months) 8.13 (One-Time Expense Average Monthly Savings) * The estimated savings shown in this document represent Aspect s best estimates based on a history of Aspect workforce management system implementations with many different sizes and types of contact centers.these numbers do not represent a guarantee of actual savings. Case Study II: U.S. Catalog Company In our second example, a medium-size U.S. specialty catalog company suspected they were losing calls during their peak times in the holiday season. This catalog center has 45 full- and part-time agents on the telephone and also makes use of seasonal, part-time staff. Forecasting and scheduling were previously done manually. Aspect performed a test study for the catalog company s three-month peak period, and the findings follow. As with the utility company in Case Study I, implementation of Aspect eworkforce Management software in this catalog company s contact center resulted in much better forecasting. The catalog company was very quickly able to forecast calls by the half hour and determine how many agents to hire and for what shifts to hire them. Naturally, this resulted in more efficient staff schedules to cover caller demand and a savings of more than US$19,000 in anticipated overtime costs. The company began to automate workforce management tasks. Just by having the Aspect eworkforce Management software automatically create and assign schedules, the company saved more than 90 hours of supervisor time (worth more than US$1,300) over the three-month test period and the time saved was devoted to better training and supervision of new employees. Queue times were reduced by an average of three seconds per call, resulting in tollfree savings of more than $500 per month, or more than US$1,600 per quarter. Fewer calls were abandoned during the test period, which generated additional revenues for the company, estimated at US$15,740. By the end of the test period, the catalog company was able to provide a better, more consistent level of service to callers and significantly reduce the average speed of answer.
13 Workforce Management Software 9 U.S. Catalog Company Payback Calculation (in U.S. dollars) One-Time Expense Aspect software and related hardware $ 57,255 Estimated Benefit* Savings More efficient scheduling $ 19,266 Automating workforce management tasks $ 1,350 Reduction in network costs $ 1,625 Revenue Estimated increase in revenue $ 14,560 Total Benefit (for the quarter) $ 22,902 Average Monthly Savings $ 7,634 (Total Benefit 12) Payback Period (in months) 7.5 (One-Time Expense Average Monthly Savings) * The estimated savings provided in this document represent Aspect s best estimates based on a history of Aspect workforce management system implementations with many different sizes and types of contact centers.these numbers do not represent a guarantee of actual savings. Conclusion While more than 60 percent of a typical contact center s total operating costs are directly related to personnel, and the forecasting, tracking, and efficient use of personnel resources are critical to a center s success, manual analysis can no longer keep up with the complex tasks involved in managing today s contact center. As a center s contact volume, workforce, and multichannel contacts grow, so do the tasks of predicting the volume of future contacts and efficiently staffing to handle them. For these reasons, the need for professional workforce management has become urgent. Average workforce management software generates schedules and stops there. Robust, flexible workforce management software does much more. It is a true management tool, arming the contact center manager with critical information to ensure the right agent is available at the right time for the right type of contact. Superior workforce management software does even more, by providing productivity, efficiency, and budgetary and administrative tools that lower operation costs, increase revenues, and run contact centers most effectively. Businesses are developing enterprisewide CRM strategies that demand the use of a contact center. Worldwide, these companies are coming to rely on the market-leading suite of workforce management solutions from Aspect Communications.
14 10 Workforce Management Software In fact, Aspect is the number one provider of automated workforce management software for inbound call and contact centers, and is the only company that provides full management functionality in its workforce management software today. Aspect eworkforce Management software has been installed in approximately 3,000 centers in 40 countries since its introduction in It better equips these centers to Forecast future contact volumes. Determine the number of agents needed throughout the day. Create flexible and efficient agent work schedules for single-channel and multichannel, multiskill operations. Assign agents to schedules automatically. Respond immediately to changes in call patterns and agent availability. Prepare and analyze what-if scenarios for budgeting and planning. Recognizing that each business is unique, Aspect has created the most flexible contact center solutions to effectively serve a wide variety of customers from an array of industries. The quality of Aspect products, training programs, and support services has made Aspect Communications the leading vendor of workforce management software in the world.
16 Aspect Communications 1310 Ridder Park Drive San Jose, CA (408) (888) International Offices Australia +61 (0) Belgium +32 (0) Canada +1 (905) France +33 (0) Germany +49 (0) Hong Kong Japan +81 (0) The Netherlands +31 (0) Singapore United Kingdom +44 (0) Information and specifications may change without notice. Aspect and the Aspect logo are trademarks or registered trademarks of Aspect Communications Corporation in the United States and/or other countries. All other product or service names mentioned in this document may be trademarks of the companies with which they are associated Aspect Communications Corporation 1803-A 7/01 15,000
Workforce Management Software Delivers Rapid ROI for Outbound, Inbound and Blended Centers What Can Workforce Management Do for Your Contact Center? Streamline Tasks & Boost Performance Increase Service
White Paper Moving from Zero to 90 in 60 Seconds Your Contact Center on the Fast Track to Efficiency, Productivity, and Profitability Executive Summary If your operations are comparable to those of the
October 2008 Six Essential Capabilities your Workforce Management Solution Ought to be Delivering Optimize Contact Center Performance Table of contents Executive Summary...3 Workforce Management Today...4
A Guide to Buying Inbound Call Center Technology Abstract The varieties of choice available make buying ACD and workforce management technology a challenging task. Thinking about key requirements for ACDs
The Power of Real-Time Delivery: Using Agent Idle Time to Improve Service Making WFM Work: Best Practices and ROI Model Sponsored By: 2011 DMG Consulting LLC - 1 - April 2011 Executive Summary The contact
Realizing the Full Promise of Workforce Management Technology: Avoiding Mistakes that Short-Change Your Investment Maggie Klenke Founding Partner The Call Center School Since the cost of staffing in most
Accurate Forecasting: The Heart of Call Center Success Accurate Forecasting: The Heart of Call Center Success Page 2 Overview In times of economic crisis and dwindling profits, it is more important than
Improving Back-Office Productivity and Quality with Workforce Management Sponsored by: Table of Contents The Back-Office Staffing Challenge...3 The Business Case for Back-Office Workforce Management Solutions...3
A Practical Guide to Seasonal Staffing Alternatives It s summer and time to plan for your peak staffing needs for the busy holiday season. While your base staff will carry you throughout the summer, you
Prepared for Virtual Hold Technology June 2006 The Total Economic Impact Of Virtual Hold s Virtual Queuing Solutions Project Director: Dan Merriman TABLE OF CONTENTS Executive Summary...4 Purpose...4 Methodology...4
Brochure HP Qfiniti Workforce Expedite superior contact center performance with the HP Qfiniti 10 workforce management module HP Qfiniti s intelligent modular product suite for multichannel contact centers
KRONOS iseries CENTRAL SUITE Scheduling Solutions Guide Optimize Staff Schedules and Productivity GAIN A COMPETITIVE EDGE with Automated Labor Scheduling Every industry faces changes in business demand
CONTACT CENTER TEAM PRODUCTIVITY SUITES ENHANCE EFFICIENCY A WHITE PAPER ON THE BENEFITS OF DEPLOYING AN ADVANCED, CONFIGURABLE CONTACT CENTER TEAM APPLICATION SUITE; ENHANCES PRODUCTIVITY, DELIVERS SUBSTANTIAL
The 5-P Prescription for Getting Workforce Management Authored for NICE Systems by Wise Workforce Strategies www.nice.com TABLE OF CONTENTS EXECUTIVE SUMMARY... 3 THE IMPORTANCE OF GETTING WORKFORCE MANAGEMENT...
Best Practices for Implementing an IP/SIP Contact Center Transform Customer Service Beyond the Contact Center and Improve Satisfaction Levels Table of contents Introduction:...1 SIP is the foundation of
A Forrester Total Economic Impact Study Commissioned By SAS Project Director: Dean Davison February 2014 The Total Economic Impact Of SAS Customer Intelligence Solutions Intelligent Advertising For Publishers
OVERVIEW MITEL Contact Center Solutions Strengthen Customer Relationships While Protecting the Bottom Line Your contact center is the primary interface to your organization for your most valuable asset
Genesys Workforce Management PLAN EMPLOYEE RESOURCES ENTERPRISE-WIDE WITH GENESYS WORKFORCE MANAGEMENT Overview Workforce management is critical for customer service organizations that must balance operational
Lawson Healthcare Solutions Optimization of Key Resources Forms a Foundation for Excellent Patient Care Healthcare organizations continue to experience an alarming erosion of their operational foundation,
[ Information Technology, Network Infrastructure Services Support Services ] TEKSYSTEMS GLOBAL SERVICES CUSTOMER SUCCESS STORIES QUICK FACTS Client Profile Industry: Video and consumer entertainment Revenue:
Accurate Forecasting: The Heart of Call Center Success Accurate Forecasting: The Heart of Call Center Success Page 2 Overview In times of economic crisis and dwindling profits, it is more important than
Cisco Unified Workforce Optimization for Cisco Unified Contact Center Express Cisco Unified Communications is a comprehensive IP communications system of voice, video, data, and mobility products and applications.
SUMTOTAL WHITE PAPER Calculating the ROI of your Learning Management System: How ResultsOnDemand can change your organization s equation Calculating the ROI of your Learning Management System: How ResultsOnDemand
Top Ways to Improve Contact Center Performance HOW ADVANCED TECHNOLOGY IS HELPING CONTACT CENTERS ACHIEVE KEY PERFORMANCE INDICATORS Executive Summary Recent studies have demonstrated a positive relationship
1098_5394-Contact_Centre_Solutions_newlook:Layout 1 1/11/10 10:53 AM Page 1 OVERVIEW MITEL Contact Center Solutions Strengthen Customer Relationships While Protecting the Bottom Line Your contact center
About Talkdesk Talkdesk is easy-to-use, cloud-based call center software that helps growing businesses provide excellent customer service with phone support. Talkdesk makes it possible to have real time,
Hosted Contact Center Quick Guide 4/2/15 2014 EarthLink. Trademarks are property of their respective owners. All rights reserved. 2 Hosted Contact Center Customers Business Challenges Need to support multi-channel
The Bottom Line Benefits of Workforce Management in Retail Distribution 2 TABLE OF CONTENTS Executive Summary 3 Today s Labor Challenges 4 Case Study CSK Auto 5 New Approach to Workforce 6 Management Benefits
WHITE PAPER Remedy Your Scheduling Pains and Meet Financial, Clinical, and Operational Goals Despite healthcare s embrace of cutting-edge clinical technology, it s not uncommon today to find hospital managers
A New Definition of Workforce Management Ric Kosiba, Ph.D. Vice President Interactive Intelligence, Inc. Brian Spraetz Solutions Marketing Manager Interactive Intelligence, Inc. Table of Contents Introduction...
Forward Visibility for Your BusinessTM TM Strengthen Customer Relationships. Why is planning in the contact center environment difficult? A company s call center is its most visible strategic weapon. It
2008 Microsoft Corporation. All rights reserved. This document is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS SUMMARY. Microsoft, Excel, Microsoft Dynamics,
Customisable and scalable solutions with enhanced functionality NEC Contact Centres (Genesys) On-premise or Cloud Solutions NEC Australia nec.com.au NEC supports more than 10,000 Genesys-based agent seats
Uncover the Secrets to Gaining a Competitive Edge: How Workforce Management Drives Productivity and Quality Service Sponsored by: Conducted by: On behalf of: Background Businesses today are facing many
WHITE PAPER How to choose the best CRM implementation partner for your call center Top benefits and technology considerations for selecting the CRM that matches your needs INTRODUCTION In the era of multi-channel
SageCRM Product Overview A complete view of your organization s customer interactions SageCRM is an easy-to-use, fast-to-deploy, feature-rich Customer Relationship Management solution with out-of-the-box
customer interaction solutions Contact Centres that Enhance Customer Engagement The opportunities for companies to gather and process information can influence reputation and brand, as well as drive sales.
OpenScape Contact Center Agile & Enterprise Customer Service Made Simple. Serving your Customers, Building your Business. It could be your greatest asset, or your biggest weakness. Is your contact center
Enhancing productivity, enabling Success. Sage CRM Customer Relationship Management Customer Relationship Management (CRM) is far more than just a software application. It is a business solution that gives
WINNING STRATEGIES FOR THE DISTRIBUTION INDUSTRY Effective Replenishment Parameters By Jon Schreibfeder >> Compliments of Microsoft Business Solutions Effective Replenishment Parameters By Jon Schreibfeder
An Oracle White Paper October 2010 Siebel Financial Services Customer Relationship Management for Banking Executive Overview Banks are in constant interaction with customers. A winning and proven strategy
Realizing the Full Promise of Workforce Management Technology: Avoiding Mistakes That Short-Change Your Investment Maggie Klenke Founding Partner The Call Center School IEX Corporation 2425 North Central
BT AMDOCS CLARIFYCRM CASE STUDY www.amdocs.com AMDOCS CLARIFYCRM HELPS BTEXACT REALIZE 100% ROI ON MILLION-DOLLAR SOLUTION CHALLENGE > Support the IT needs of 140,000 staff in one of the UK s largest businesses
UC for Business - Outdial Queuing NEC Australia nec.com.au Table of Contents Introduction...4 Overview...4 What is Outdial Queuing?...4 Physical Architecture...5 Call Delivery Process for Outdial Queuing...6
Cognos e-applications Fast Time to Success. Immediate Business Results. www.cognos.com Cognos e-applications transform business-critical data into a readily available global view of our customers and our
IP Office: Simple, Powerful Communications for Small Business Successful companies are always looking for new ways to do more with less keeping their business flexible, innovative and competitive without
The Definitive Guide to Upgrading Your Phone System Table of Contents My current phone system works fine!... 1 Expand Your Ideas of What Your Phone System Can Provide... 2 Do You Need a New Phone System?...
Automate and Transform Branch Staff Optimization Achieve Target Service Levels Increase Workforce Productivity Improve Employee Retention Kiran Analytics Scheduler is used by retail banks for shift planning
White Paper: Cost Effective Work Force Optimization for the Small Call Center Cost Effective Work Force Optimization for the Small Call Center According to conventional wisdom, the return on investment
avaya.com IP Office: Simple, Powerful Communications for Small Business Successful companies are always looking for new ways to do more with less keeping their business flexible, innovative and competitive
DISCOVER THE POWER OF ALCATEL CONTACT CENTERS THE RIGHT FOUNDATION FOR IMPROVING YOUR CUSTOMER INTERACTION An unhappy customer is rarely a customer for long! Securing customer loyalty is vital to developing
DATA SHEET Cisco Blended Agent: Bringing Call Blending Capability to Your Enterprise Cisco ICM software has traditionally enabled companies to distribute inbound service volume to a variety of termination
NICE IEX WORKFORCE MANAGEMENT A comprehensive workforce management solution for improving the efficiency and effectiveness of your business Insight from Interactions Benefits Delivers a system designed
SCHEDULING REMEDIES FOR HUMAN SERVICE ORGANIZATIONS FROM A LEADER IN AGENCY WORKFORCE MANAGEMENT SOLUTIONS www.mitcsoftware.com INTRODUCTION Despite embracing technology, human service organizations today
Call Center Workforce Management Competency Definition Outlines Workforce Management The purpose of this document is to provide definition around the Call Center Management Competencies for the Workforce
Business White Paper Operational Performance Management: Aligning the Customer Experience with Corporate Goals Table of Contents Introduction... 1 Customer Service Delivery Challenges... 2 Beyond Measurement:
2011 The Business Value in Balancing Call Center Efficiency with Customer Satisfaction Creating Real Value for Your Customers and Your Organization in the Call Center Sponsored by 1 Striking the Balance
Enhancing Productivity. Enabling Success. Sage CRM Customer Relationship Management Customer Relationship Management (CRM) is far more than just a software application. It is a business solution that gives
U NLO C K YO U R B U S I N E SS PROFESSIONAL SERVICES M4 Systems Limited Tel:+44 (0)845 5000 777 Fax:+44 (0)845 500 7721 e-mail:firstname.lastname@example.org www.m4systems.com systems potential Efficiency and execution
BROCHURE CONTACT CENTER SOLUTIONS STRENGTHEN CUSTOMER RELATIONSHIPS WHILE PROTECTING THE BOTTOM LINE. Your contact center is the primary interface to your organization, for your most valuable asset your
Projecting the ROI of GoToAssist The benefits of driving service efficiency and customer satisfaction GoToAssist is a powerful, cloud-based set of tools that drive service efficiency and customer satisfaction
CONSTRUCTION AND CONTRACTING GETTING THE JOB DONE right Managing to win. Successful contractors have a reputation for delivering projects on time and on budget. It is estimated that the average construction
Mitel MiContact Center Enterprise & Business For The MiVoice Business Platform Strengthen customer relationships while protecting the bottom line Your contact center is the primary interface to your organization,
White Paper 1005 Hamilton Court Menlo Park, CA 94025 Phone 650.847.0000 Fax 650.847.7979 www.nuance.com Speech-enabled applications can provide better customer service at 1/12th the cost of live agents
Sage MAS 90 and 200 Extended Enterprise Suite S An End-to-End Approach to Business Software At Sage, we ve been supporting businesses like yours with world-class business software for well over a quarter
When To Buy Contact Center Workforce Management Lindsey Higgs, Colleen Niven The Bottom Line: Manual workforce management processes will not work when the contact center has more than 60 agents In most
WHITE PAPER From Workforce Management to Workforce Productivity Using workforce productivity solutions and practices to turn the contact center into a profit center For today s modern contact centers to
Infor ERP Four distribution strategies for extending ERP to boost business performance How to evaluate your best options to fit today s market pressures Table of contents Executive summary... 3 Distribution
Enhancing productivity. Enabling success. Sage CRM Customer Relationship Management Customer Relationship Management (CRM) is far more than just a software application. It is a business solution that gives
OVERVIEW MITEL Contact Center Solutions Strengthen Customer Relationships While Protecting the Bottom Line Your contact center is the primary interface to your organization, for your most valuable asset
The Top FIVE Metrics For Revenue Generation Marketers Introduction It s an old cliché but true: you manage what you measure. One implication is that when a business changes, measures should change as well.
About Talkdesk Talkdesk is easy-to-use, cloud-based call center software that helps growing businesses provide excellent customer service with phone support. Talkdesk makes it possible to have real time,
WHITE PAPER CA ESP Workload Automation Software: Measuring Business Impact and ROI Sponsored by: CA Tim Grieser Eric Hatcher September 2009 Randy Perry Global Headquarters: 5 Speen Street Framingham, MA
GUIDE TO PURCHASING A PHONE SYSTEM FOR YOUR CALL CENTER A STEP-BY-STEP PRIMER TO HELP YOU SELECT THE RIGHT SOLUTION FOR YOUR SMALL TO MIDSIZE BUSINESS GUIDE TO PURCHASING THE RIGHT PHONE SYSTEM FOR YOUR
A New Look at the Call Center Top Twenty The evolution of a simple call center into a multi-channel contact center doesn t just happen overnight. You many need to add or upgrade technologies, and certainly
IP Contact Center: Realize the Full Business Potential of IP Contact Centers WHITEPAPER The joint solution from Cisco and IBM provides people, processes, and technology needed to maximize the return on
Company: INC. Industry: Canadian leader in the distribution, merchandising and remanufacturing of automotive parts and replacement accessories for cars, trucks and heavy vehicles Headquarters: Montréal,
This white paper examines the substantial financial impact Ensim s solution can have on your business. A Compelling Case for Automated Delivery of Hosted VoIP Services Introduction While the market opportunity
Nortel Networks Symposium* Call Center Server Set your foundation for profitable customer relationships Product Brief Get ready to overcome the diverse challenges of running a modern contact center with
Branch Staffing: Everything has ALREADY changed and this is only the beginning. CloudCords Forecaster Get out in front of the dramatic changes in customer behavior to align your staff and your budget to
ASSESS. PLAN. OPTIMIZE. Contact Center TotalCare Enhanced Services The Exceptional Customer Experience Customers have more options than ever and retaining or losing valued business is often a click away.
Realizing the Full Value of GHX A GHX Education Paper for Healthcare Supply Chain Professionals Realizing the Full Value Realizing the Full of GHX of GHX A GHX Education Paper for Healthcare Supply Chain
A Collaborative Approach to Creating an Agile Workforce In periods of economic uncertainty, every company strives to increase its agility. During past economic downturns, companies employed tighten your
MiContact Center Outbound Increase revenues and control operating costs with outbound dialing, campaigning and scripting Does your business need to streamline your outbound contact center operations and
Transform your Contact Center into a Relationship Platform with PositiveEdge Solutions NEXT GENERATION MULTI CHANNEL CONTACT CENTER PLATFORM Being a vital link to the customers they serve, Contact Centers
VOICE OVER IP THAT BOOSTS BUSINESS EFFICIENCY- TEN TIPS FOR GETTING IT RIGHT Voice Over IP that Boosts Business Efficiency Ten Tips for Getting It Right Business phone service with VoIP is the new face
Cisco Unified Workforce Optimization 1.0 for Unified Contact Center Express Cisco Unified Communications is a comprehensive IP communications system of voice, video, data, and mobility products and applications.
The Pipkins Advantage Five Powerful Features That Set Us Apart The Pipkins Advantage Five Powerful Features That Set Us Apart Page 2 Overview The current economy is driving financial decisions and it is
Small Businesses Need Contact Centers to Deliver Great Service March 2014 Sponsored by: - 1 - DMG Consulting LLC Table of Contents Cloud-Based Contact Center Solutions are Ideal for Small Businesses...