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 …
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 …
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 …
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: …
inContact inCloud has added Dizzion to its portfolio for workforce optimization.
A new partnership between Workato and RingCentral makes customer data available with collaborative communications features for business applications to improve user productivity by automating business …
Today, inContact announced the arrival of Fast Track. Fast Track is a suite of migration packages aimed at aiding Avaya customers in the transition from …
NICE just announced that two popular customer-related conferences, Interactions and ICUC (inContact user conference), are coming together for the first time in May.
The tools used to calibrate call quality ( or the quality of other communications media like emails or chat) are varied. They're a mix of …
The iOFFICE Space Desktop system makes workforce optimization a little easier with a complete real-time management suite.
Burgeoning technologies like the cloud are empowering a new generation of solutions, which are high performing, feature-rich and capable of modernizing operations. Moving from …
Workforce optimization becomes that much easier with a little help from SwipeClock and Evolution.
"Passive enrollment" is a feature of some voice authentication technologies that can create voice prints for authentication across contact center channels with no efforts on …
HSN recently deployed the NICE Performance Management with Gamification, and it is living up to its billing, and then some. HSN requires 1,700 agents …
Serenova and Teleopti are leveraging the cloud to provide workforce optimization for contact centers.
Verint and Tango Networks have partnered to combine their workforce optimization (WFO) solutions and improve the mobile workforce.
Show's efforts at simplifying processes to build workforce optimization measures lead it to turn to NICE's Sales Performance Management system.
Genesys, one of the more prominent providers of omnichannel contact center solutions, announced the acquisition of long time partner Silver Lining Solutions to ensure an …
This week, business services company Concentrix Corporation announced an expanded deployment of the WorkFlex solution it has in place.
NICE research indicates call center customers want agents to take command. And it offers guidance on how to build talent to do more of that.
In the contact center, solutions are already becoming "smarter" thanks to analytics: workforce optimization (including quality monitoring) and workforce management are helping companies keep track …
High turnover rates in small contact centers aren't helping the business, any more than irregular and overly long work hours are helping employees. Workforce …
Gartner's recent Magic Quadrant rankings give workforce optimization provider NICE a leader slot in the Workforce Engagement Management market
TechStyle Fashion Group, a global lifestyle company, recently made a change to its own lifestyle by deploying a unified cloud workforce management (WFM) platform for …
OnShift has introduced a new employee engagement software called engage that will improve workforce optimization for employees in long-term care senior living.
Workforce optimization for Generation Z is a big change over millennials, but starting now could pay big dividends down the line.
This week Gartner announced its Magic Quadrant for Workforce Engagement Management, and singled out Calabrio as a visionary in the space.
A financial technology firm turns to NICE's inContact's Customer Interaction Cloud to deliver new value in workforce optimization.
Some contact center solutions providers are helping companies use the data they collect by offering "adaptive" solutions that actually change operations to best suit the …
NICE is integrating the analytics solution from Nexidia for a comprehensive suite of products that will reinvent customer service and workforce optimization.
Managing and optimizing your workforce is essential throughout all industries. Data can be used to analyze how productively employees are working, and workforce optimization (WFO) …
When you're not exactly sure of what your customers want, workforce optimization becomes difficult if not impossible. How do you plan to support something …
Thanks to a series of workforce optimization strategies, Mt. Olympus Water and Theme Park Resort lands an award from Retail TouchPoints.
The process of adaptive WFO automates workforce optimization to better engage contact center agents and improve overall contact center performance, creating a better customer experience.
There are a number of practices and tools that may be used to foster customer service agent engagement and enthusiasm, creating a more positive overall …
The IHL Group used its Sophia platform to report that the workforce optimization and management solutions of Reflexis are responsible for the highest customer retention …
Workforce optimization at one healthcare organization just got a little easier with some help from inContact's Customer interaction Cloud.
Fashion retailer N Brown Group turns to NICE for workforce optimization systems and customer improvement functions.
The addition of an Application Programming Interface (API) to Vanquish will improve workforce optimization to the company's workforce management software to create a single …
Technology in workforce optimization likely to play a much larger role in 2017 as companies seek to invest in the employee experience.