Solution Helps Global Organizations Maximize Performance and Increase Operational Efficiency MELVILLE, N.Y., July 16, 2013 — Verint® Systems Inc. (NASDAQ: VRNT) today announced the availability of High-Efficiency Performance Management™—the latest addition to its series of Business Impact Solutions™ launched earlier this year, including Regulatory Compliance™, Call Avoidance™, Cost-to-Serve™, Service Recovery™ and Personalized Guidance™. Performance in one department can create a waterfall effect into others, therefore, when actions are not addressed holistically, the efforts of an entire organization can suffer—which directly affects profits. Verint’s High-Efficiency Performance Management is designed to help organizations drive efficiency and increase performance across contact center, back-office and retail branch operations. Through a range of functionality—including scorecards, coaching, plus components of desktop and process analytics and workforce management—this new offering provides organizations with the software and services necessary to build a stronger connection between performance and profits. The new High-Efficiency Performance Management offering from Verint draws on the company’s unified technology to address performance of Black Metal...
Press Release • Jul 11, 2013 09:41 EDT Teleopti, a global provider of Workforce Management (WFM) solutions for contact centres, has together with its partner Huawei Technologies, received an order from Shandong Telecom. Huawei will provide a multi-media customer service solution to Shandong Telecom customer service. The solution includes Teleopti’s workforce management software, Teleopti CCC , and will manage both traditional phone skills and innovated multi-media service skills based on Huawei CTI interface and specific interface for multi-media service skills. “China operators are seeking creative customer service technologies, and want to deploy multi-media service skills (including SNS, Social Networking Service) systematically to serve customers proactively. Furthermore, operators expect to monitor the customer’s feedback through those new skills. Huawei offered the total solution, and through Teleopti’s workforce management solution, the new service skills can be managed in a precise manner,” says Mr. Wang Wei, Huawei IPCC Director of product development team in Huawei BSS Business Unit. Huawei is a leading global...
Teleopti AB - Jul 05, 2013 12:56 BST Teleopti raises the bar even higher in IT service process, customer satisfaction and social responsibility Teleopti’s service desk is the first in Sweden to have achieved certification and joins a select few worldwide teams in achieving a 4 star certification including those from Telefónica, Sodexo, tickets.com and Vocalink. Providing support to customers in over 70 countries, Teleopti’s multi-lingual service desk, situated in Sweden and China, was praised by SDI for raising its performance across all concept criteria during a period of rapid expansion into new global markets. The most notable areas of improvement were in the certification concepts of processes, partnerships and resources, customer satisfaction and social responsibility. “We are delighted to receive this recognition from SDI for the continuous investments in providing an exceptional level of support to our customers and partners. Closeness is an important company value and Service Desk is the corner stone in fulfilling this. In the annual...
Christina Bell of BCD Travel Named 2013 Workforce Management Professional of the Year Award NASHVILLE, TENNESSEE – April 9, 2013 – The Society of Workforce Planning Professionals (SWPP) has announced Christina Bell of BCD Travel as the 2013 Workforce Management Professional of the Year, which recognizes a workforce management professional who has shown outstanding leadership in the industry. “Every year, we are amazed by the quality of nominees for this award,” said Vicki Herrell, Executive Director of SWPP. “We are so thrilled to recognize Drexel as this year’s winner. Through his leadership and vision in the workforce management arena, he was able to achieve great results for his company and their customers.” Christina Bell started her career in contact centers as a part-time customer service representative over 15 years ago, never anticipating where the road would lead her. She quickly realized the fast-paced environment of the contact center suited her, and was afforded opportunities as a Service Coordinator, Supervisor,...
SWPP Announces Finalists for 2013 Workforce Management Professional of the Year Award NASHVILLE, TENNESSEE – March 15, 2013 – The Society of Workforce Planning Professionals (SWPP) has announced the five finalists for the 2013 Workforce Management Professional of the Year Award, which recognizes a workforce management professional who has shown outstanding leadership in the industry. The finalists are Christina Bell of BCD Travel, Scott Boyd of Guardian Life Insurance Company, Jeffrey Bretana of Navy Federal Credit Union, Seth Ettwein of Alaska Airlines, and Sean Stewart of The General. “These five workforce management professionals are truly representative of the “best of the best” in our industry,” said Vicki Herrell, SWPP Executive Director. “They have all demonstrated great leadership and ability in the field, as well as shown measurable results for their companies. We are pleased to present them as finalists for this distinguished award.” The winner of the award will be announced at the SWPP Annual Conference, which is held...
