Workforce Management Software Leaps Forward With Community Release 4.0 from WFMSG Innovative features create the world’s most agile workforce Frisco, TX — January 15, 2014 — The Workforce Management Software Group, Inc., (WFMSG) the developer and provider of the Community workforce management solution, today announced that the exciting new release of Community WFM has completed testing is available for general delivery. Community 4.0 automates the tedious process of realigning your workforce to match the dynamics of customer behavior. By leveraging multiple, intelligent, two-way, carrier independent mobile channels, Community 4.0 enables enterprise contact centers to flex capacity in minutes. Analysts may execute multiple strategies that modify, add or reduce staffing and execute and communicate hundreds or even thousands of schedule changes routinely. Those same strategies, once built following a simple wizard driven process, can then be saved for later execution with a simple click, drag and drop. “The response to Community 4.0 release has been overwhelming,” said Daryl A. Gonos, principal...
Read MoreFull Program for ICMI Contact Center Expo & Conference (May 6-9, 2014) Announced “Create Your Own Experience” for highest quality model includes site tours, half-day workshops, full-day, best-in-business training and a chance to cheer on the San Diego Padres COLORADO SPRINGS, CO - January 15, 2014 - The full program for the ICMI Conference, May 6-9, 2014 in San Diego, has been announced and it’s a game-changer. In a move to make the most popular conference in the industry even more engaging, organizers have developed a “create your own experience” model. For four days, attendees in San Diego will explore how to Revolutionize the Customer Experience – this year’s theme. From site tours to roundtable discussions, from world-class keynotes to the seventh-inning stretch, participants can pick and choose from events that suit their needs. View the complete schedule and download the digital brochure at icmi.com/ccexpo. Pre-Conference Workshops & Site Tours All-access pass and premium pass holders have an intensive warm-up....
Read More2014 ICMI RESEARCH RELEASED: Customer Experience Management in Action! Insight to Differentiate YOUR Company & Contact Center The International Customer Management Institute (ICMI) finds that eighty-one percent (81%) report their organization recognizes correlations between the customer experience and loyalty. COLORADO SPRINGS, CO — January 13, 2014 — The International Customer Management Institute (ICMI) has released its 2014 report,Customer Experience Management in Action! Insight to Differentiate YOUR Company & Contact Center, a composition guide to customer experience management. Today, customer experience management (CXM) is no longer a luxury; rather CXM is a competitive necessity. In fact, customer experience programs can optimize an organization’s customer service, provide valuable competitive data, and give a brand the competitive edge to create a more loyal customer base. It’s unfortunate, but customer experience management doesn’t just happen naturally. It needs to be consciously created, holistically supported by the organization; and tracked, measured and acted upon. In response, ICMI decided to conduct a research survey in the...
Read MoreWorkforce Optimization Software Helps Drive Enhanced Voice of the Member Initiatives Designed to Deliver Optimal Experiences MELVILLE, N.Y., (December 18, 2013) — Verint® Systems Inc. (NASDAQ: VRNT) today announced demand for its enterprise workforce optimization (WFO) solutions to help insurers manage the member experience surrounding the Patient Protection and Affordable Care Act. The Affordable Care Act (ACA) portion of the legislation is placing more focus on individual members, which raises the significance of improving the member experience as a gauge on long-term success. Verint’s Impact 360® Workforce Optimization™ suite helps insurers better manage and navigate ACA requirements. One healthcare services customer has already expanded its investment in Verint software and services in connection with its preparation for the Affordable Care Act by deploying Impact 360 Workforce Optimization. This includes functionality such as recording, quality monitoring, speech analytics, text analytics and desktop analytics. According to a U.S. News & World Report list of top healthcare insurance companies, 15 of the 25...
Read More2013 ICMI RESEARCH RELEASED: The Multichannel Agent: A 2014 Contact Center Roadmap, Research Report and Best Practices Guide The International Customer Management Institute (ICMI) reveals that a commitment to agent engagement and training, investment in new technologies and the wise use of metrics are key to improving the multichannel experience. COLORADO SPRINGS, CO — December 19, 2013 — The International Customer Management Institute (ICMI) has released its latest research report, The Multichannel Agent: A 2014 Contact Center Roadmap, Research Report and Best Practices Guide, which evaluates the role of contact center agents in a multichannel environment. ICMI turned its attention to agents after analyzing data from Extreme Engagement in the Multichannel Contact Center: Leveraging the Emerging Channels Research Report and Best Practices Guide, published in July 2013. Those findings revealed that – irrespective of channel – a happy, well-trained agent was at the core of customer satisfaction. In response, ICMI conducted a new survey: “The Agent’s Experience in the Multichannel...
Read More2013 ICMI RESEARCH RELEASED: Actionable Data in Today’s Multichannel Contact Center Research Report and Best Practices Guide Due to confusion over which metrics are important, the International Customer Management Institute (ICMI) finds that many contact centers are struggling with the challenge of data overload. COLORADO SPRINGS, CO — December 19, 2013 — The International Customer Management Institute (ICMI) has released its 2013 report, A WOW Customer Journey: Actionable Data in Today’s Multichannel Contact Center, a guide to the more effective use of data and analytics in a multichannel environment. The problem of big data has been building in contact centers for some time. While harvesting data has become extraordinarily easy, knowing which numbers to crunch or which metrics to track can be a far more challenging prospect. The proliferation of messy unstructured data – emails, calls, chats, tweets, video, desktop usage, etc. – has further complicated matters. Without the right tools and guidance, contact center agents cannot handle the volume...
Read MoreTeleopti AB - Dec 16, 2013 14:32 GMT Teleopti TEM AB, a global provider of solutions for Telecom Expense Management today announced the decision to accelerate their growth in the region of Russia and CIS. Teleopti TEM has expanded the Russian partner network to cover five more partners - Softline, Telesviaz, Rosservice, KB Iskra and New Systems - and one software distributor, MONT. Teleopti TEM is looking forward of signing agreements with even a few more partners in Russia and CIS in order to reach and serve all customers’ requirements. “Teleopti TEM has always been working close with an extensive network of partners in our markets. Now when we are expanding in Russia I am very pleased to see that we already have many prominent partners to work with. With this addition we can cover all types of PBX/UC platforms and also use their technicians for comprehensive installation and support projects. I feel confident that they will help us deliver...
Read MoreFOR IMMEDIATE RELEASE CONTACT: Vicki Herrell QATC Executive Director 888-488-0006 QATC Announces Publication of QATC Survey Report NASHVILLE, TENNESSEE – October 29, 2013 – The Quality Assurance & Training Connection (QATC) is proud to announce the publication of the QATC Survey Report, Best Practices in Contact Center Hiring, Training, & Quality Assurance, which contains 80 pages of exciting information including interesting insight into the organization, structure, processes, problems, and solutions in the areas of hiring, training, and quality assurance. This report provides information that can assist organizations in understanding how their processes compare to others as well as new ideas for performance improvement based on what other organizations have implemented with success. There are many industry reports on the state of technology in the contact center today. But the success of customer interactions often depends more on the people side of the contact center than the technology side. Therefore, it’s important to understand best practices at getting the...
Read MoreRelease 4.0, the “must see” solution at Atlanta event Frisco, TX — October 15, 2013 — The Workforce Management Software Group, Inc., (WFMSG) the developer and provider of the Community workforce management solution, today announced that the highly anticipated Community release 4.0 will be on full display at the Call Center Demo and Conference exhibition floor October 22nd and 23, 2013 at the Hilton Atlanta. Community release 4.0 includes a multitude of new innovative features focused on eliminating the mundane workforce administrative tasks and streamlining user interaction with both the solution and scheduled agents. Community does all of this via a new tablet friendly user interface. “Agents, from virtually any device, are now connected to their contact center like never before,” said Todd A. Cotharin, WFMSG principal responsible for product management. “Community 4.0 enables the contact center to leverage intelligent, two-way messaging to communicate and manage hundreds or even thousands of agent schedules in just a few minutes. Carrier independent,...
Read MoreTeleopti AB - Oct 01, 2013 08:34 BST Nixxis closes a new partnership allowing complete integration with Teleopti CCC leading Workforce Management Solution . Stockholm, October 1st 2013 – NIXXIS, a Belgium based publisher of Call Centre solutions, is proud to announce that it has established a partnership with Teleopti, the leading supplier of Workforce Management solutions. “We are pleased to partner with Teleopti. The integration between the Nixxis Contact Suite and Teleopti CCC workforce management solution, will give our call and contact centres customers, the best tools to-date in order to manage efficiently their most precious asset: their people.” said Luc JACOBS, CEO of NIXXIS. “We are confident that, working together, our customers will realize they can now get the best of breed from both the CTI and WFM worlds.” Nixxis advanced routing engine enables agents dealing with different Customer Interactions simultaneously and via multiple channels (voice, email, chat, sms, facebook, twitter, linkedin or google+). State-of-the-art workforce management from...
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