Articles in: workforce management

It’s True – Customers Want Your Associates to be Experts

This post is part of a series focused on the retail industry highlighting emerging trends affecting consumer and retailer behavior. We’ve all been there. You’re in a retail location — whether a restaurant, large store, or local shop. You browse their selection, navigate the layout and find an item to purchase. And just as you’re […]

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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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