Articles in: workforce management

New Call Center Software Helps Create a Caring Culture AND Gets Results

These are the times that try call center managers’ souls—or at least their scheduling capabilities. The days are fast approaching when weddings, honeymoons, graduations and vacations will make it tough for the managers of the people who solve customer problems and make the sales that sustain their companies. New call center software, integrated with some […]

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Contact Center Software Mashup Helps Coach the Rest of Us

Coaching top executives is all the rage these days, and is increasingly endorsed—and paid for—by companies hoping to get the most out of their top brass. For example, Bob Nardelli, former CEO of Home Depot and himself the beneficiary of extensive coaching from his own mentors, has stated that he absolutely believes that “people, unless […]

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Cloud Contact Center Software and WFM vs. the Real World: Who’s Winning?

Henry Cooke once observed that “Life is what happens to us while we are busy making other plans.” This clash between the ideal world we plan for and the real one we all live in is a given in call center software-based workforce management. Even the best plans or schedules can be trashed by customers […]

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Call Center Software Forecast: Cloudy with a Chance of WFM

What a difference a year makes! Last year, so much of the debate surrounding cloud applications centered on the decision, “To cloud or not to cloud?” This year, for many companies, that is no longer the question, as cloud-based apps not only get exponentially better, but start to integrate with each other in innovative, productive […]

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Call Center Software Mashups Transform Contact Center Workforce Management

What do the Bee Gees, Pink Floyd, John Travolta, Hotels.com and contact center software have in common? In my blog last week, Transform Customer Experiences with Contact Center Mashups, I talked about how cloud mashups are dramatically heightening expectations of what enterprise software can do, and how fast they can do it.  Our integration with Zendesk […]

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