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- Workforce Optimization: The New Workforce Management
- The contact center industry has used the term "Workforce Management" to describe systems that enable people to deal effectively with the complexities of demand forecasting and staff scheduling. While these systems can increase efficiency dramatically, they are only one part of a more comprehensive solution that increases the productivity and...
- White papers 2003-01-10
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- Optimis Uses BMC Remedy Customer Support to Guarantee Service Excellence
- Optimis was formed following a management buyout of Blue Pumpkin Software UK, previously a wholly owned subsidiary of Blue Pumpkin Inc. One of the first challenges facing the Optimis team was the need to establish a new customer support infrastructure. Because Optimis demonstrates best practice leadership when dealing with its...
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