Why Moving WFO to the Cloud is Beneficial for Small and Mid-sized Contact Centers

Posted by Jacob Elzey on Fri, Jan 23, 2015

Traditionally, small and medium sized businesses (SMB’s) have had limited access to technology due to resources, cost and availability.

Technology has always enabled businesses to provide service at a lower cost and on a larger scale. However, historically, technology has only been available to large companies with deep pockets.

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3 Reasons Why You Want Verint WFO in the Cloud

Posted by Kevin Sullivan on Fri, Jan 16, 2015

Over the past several years, the contact center Workforce Optimization (WFO) market has not lost its attractiveness. If anything, the increase in sales, large opportunities and global reach show that the WFO market is growing. But what about WFO being deployed in a cloud environment? Are companies buying into the idea of the cloud? 

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New Age Methods of Optimizing Profitability

Posted by Lane Windward on Fri, Jan 9, 2015

As humans we like to feel that our lives have a much deeper meaning than just eating, sleeping and working. We also like to feel as if the business that employs us stands for something more than just making money. That is why corporations contribute to charities, sponsor kids clubs, etc. Sponsorships for charities are wonderful and admirable and should not be abandoned, but the bare bones reality is when all is said and done business is all about the bottom line. No matter the good or bad intentions, if profit cannot be made and the bills are not paid, no business can remain active and viable. It is as simple as that.

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Top 4 Contact Center Industry Trends of 2014

Posted by David Ash on Wed, Dec 31, 2014

As 2014 comes to an end, it is important to reflect on how the contact center industry has transformed over the past year. From Speech Analytics to multichannel contact centers, the core focus of 2014 has been on customer service and how businesses can use software to better serve their customers.

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Why Contact Center Workforce Management is Important During the Holidays

Posted by Michael Taylor on Fri, Dec 19, 2014

Every day, workforce professionals face the challenge of balancing service levels and labor costs. This is especially true in today’s economic environment where inaccurate forecasts can lead to poor scheduling which dramatically impact profitability. According to the Society of Workforce Planning Professionals, a forecast should be your best estimate of future results based on observations from the past. 

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These 4 WFO Consulting Techniques Will Change the Way You Approach Customer Service

Posted by Lora Previtera on Fri, Dec 12, 2014

Working in the contact center software industry, I understand the value of good customer service, specifically, the role that contact center software plays when improving your customer retention and satisfaction. Throughout my 17 years in the WFO consulting industry, I have consistently seen customer service initiatives getting pushed to the side as contact centers get distracted with meeting numeric goals. Not to say that these numeric goals are not important, because they are. 

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6 Myths of Speech Analytics

Posted by MainTrax on Thu, Dec 4, 2014


Misconceptions abound about the logistics and requirements of speech analytics (SA), even in the minds of those who are currently using the technology. Without the assistance of a professional services organization, the learning curve may be steep and confusing. The sooner you move beyond these six common myths, the sooner you’ll see a significant improvement in your operational efficiency and profitability. 

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Is your Contact Center Prepped for Black Friday…and the Holiday Season?

Posted by Haley Partus on Fri, Nov 21, 2014

As the Black Friday shopping frenzy begins, the debate continues on whether or not stores should be opened on the Eve of Thanksgiving, with some stores opening their doors as early as 5pm on Thanksgiving. The shopping, countless bargains and doorbusters have become traditions in families across the states, but to some, Black Friday starting early can be seen as commercialism taking over the holiday season.

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7 Ways to Leverage Speech Analytics

Posted by Jim Linkhauer on Fri, Nov 14, 2014

It’s hard to believe that while companies spend thousands, and even millions, on customer service initiatives, only about1% of customer interaction calls are being monitored or evaluated in the contact center. To glean the valuable insight from these calls in order to gain actionable business intelligence, Speech Analytics solutions have become one of the “hottest” topics in the contact center today. 

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Top 10 Challenges in the Contact Center

Posted by Brittany Carson on Thu, Nov 6, 2014

This week, Adtech Global had the opportunity to exhibit at ICMI’s Contact Center Demo in Chicago, Illinois.  ICMI inspires top contact center leaders to help accomplish the highest standards for positive customer experiences through contact center software and solutions. A Senior Analyst at ICMI, Justin Robbins, did just that when he spoke on the top challenges in the contact center. 

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