To unleash the potential of the human element of the contact centre, the staff need to feel valued, something which indicators and measures alone cannot achieve. This human element is by far the largest capital expense, as it can run at up to two thirds of the total cost of running a contact centre, which makes managing human capital a vital aspect of operations.
Incentive and reward optimise the contact centre workforce
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The human element of any contact centre is by far its largest capital expense, as it can run at up to two thirds of the total cost of running the centre. This makes managing human capital a vital aspect of operating a successful contact centre, according to Kgabo Badimo, CEO of Spescom DataVoice.
click on this link: http://spescom.it-online.co.za/index.php?option=com_content&view=article&id=63%3Incentive-and-reward-optimise-the-contact-centre-workforce&Itemid=1
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Alcatel-Lucent launches industry’s first active skills-centric workforce optimization solution
Paris, January 24, 2011 - Alcatel-Lucent (Euronext Paris and NYSE: ALU) today announced a breakthrough solution for managing customer service resources across the enterprise, including optimizing employee skills and training in both the front and back offices.
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ac2 Solutions
Formed by experienced and highly skilled professionals from Bell Laboratories, IBM Global Services, and Rutgers University, and propelled by more than 10 years of scientific research on contact center and supply chain optimization, ac2 Solutions aims to be the leading provider of contact center optimization and supply chain management technology. Our products and services empower our clients with the state of the art management solutions using our proprietary forecasting, inventory planning, and optimal scheduling technologies, and provide a differentiating and sustainable cost and service quality advantage.
click on this link: http://www.ac2solutions.com/index.php/about/investor-relations/
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Workforce Management Software Tools
This link is a very good resource for sourcing workforce Software applications. Workforce Management Software enables organizations to plan, track and manage the allocation and requirements of labor resources.
click on this link http://www.capterra.com/workforce-management-software?gclid=COqMnpGs06YCFQTNKgod1G0AJA
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Interactive Intelligence Inc.
Interactive Intelligence Inc. (NASDAQ: ININ) is a global provider of unified business communications solutions for contact center automation, enterprise IP telephony, and business process automation.
The company has developed an all-in-one IP communications software suite that’s scalable and standards-based, offering single-platform architecture with inherent multi-channel processing to deliver comprehensive applications minus the cost and complexity introduced by multi-point vendors.
click on this link http://www.inin.com/Pages/default.aspx
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Avaya contact centre market targeted for Calabrio One Workforce Optimization suite
An announcement has been made by Calabrio (News – Alert), Inc., provider of contact center management and customer interaction software that it will make its new Calabrio One workforce optimization suite available to Avaya customers this year.
click on this link http://callcenterinfo.tmcnet.com/contact-centre/articles/83184-avaya-contact-centre-market-targeted-calabrio-one-workforce.htm
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Call centre workforce optimisation grew by 14 percent: Report
DMG Consulting LLC, the leading provider of contact center and real-time analytics market research and consulting services published the 2009 Quality Management/Liability Recording (WFO) Market Share Report.
The Quality Management/Liability Recording (Workforce Optimization) market grew by 14 percent, from $2,389.1 million in 2007 to $2,724.3 million in 2008. The contact center segment contributed 4.3 percent, growing from $1,019.3 million to $1,062.8 million.
click on the link http://www.callcentreclinic.com/news/market-research/call-centre-workforce-optimisation-grew-by-14-percent-report-25014.htm
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Simply, the Most Accurate Workforce Management on the Market
WFM) is the process of balancing work to be completed with available resources. Because workforce demands vary from day to day, and sometimes minute to minute, the crucial key is accurately determining the anticipated workload.
click on the link: http://www.solutionmadeeasy.com/workforce_management.asp
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Workforce Management: From Forecasting to Optimization
Workforce management software is a vital part of any large call center and an extremely useful investment for smaller centers. It’s about planning: turning that chaotic flood of customer calls into predictable trends that your agents can be ready to handle.
click on the link http://www.callcentermagazine.com/Resources/Articles/2007/May/Workforce-Management-From-Forecasting-to-Optimization
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