Ovum Whitepaper
Quality Assurance at its Finest - with Analytics
Quality assurance (QA) solutions provide insights into customer issues as well as employee performance. Although this is highly beneficial, analytics-enabled QA automates the process so that 100% of contact center interactions are evaluated ...

Gartner eNewsletter
Empower and Engage Your Customers
Today's contact center stands face to face with increasing challenges: new contact channels, complex skill set requirements and elevated customer expectations. To maintain your competitive advantage, you need solutions that enable and engage ...

WFO Video
Harness the power of the Cloud
Today's contact center is increasingly challenged to do it all, for less. Organizations are facing new contact channels, complex skill set requirements and elevated customer expectations. At the same time, ongoing technology needs - deployment, software integration, updating and ...


WORKFORCE OPTIMIZATION FEATURED ARTICLES

  • Workforce Optimization NICE announced this week that it has been honored with not one, but two awards from CUSTOMER magazine. The cloud-based NICE EVOLVE WFM garnered …
    4/25/2017
  • Workforce Optimization The upcoming ICMI Contact Center Expo and Conference will offer new insight into workforce optimization and how to get the most out of a contact …
    4/24/2017
  • Workforce Optimization Recently, NICE announced the arrival of NICE Quality Central. The quality management solution takes all forms of customer interaction data, puts it through a rigorous …
    4/19/2017
  • Workforce Optimization Going forward, it's distinctly possible that workforce optimization in the contact center will involve optimizing more than humans. But there's an extra bonus: …
    4/17/2017



FEATURED EBOOK

Video Series EMPOWERMENT AND ENGAGEMENT

Today's contact center industry stands face to face with new challenges: New contact channels, complex skill set requirements and elevated customer expectations. To maintain your competitive advantage, you need solutions that enable and engage your employees as effectively as they drive your operational performance.