Sponsored White Papers, Webcasts, and Downloads
ZDNet Resources
- Internet registrar Go Daddy deploys a "NICE" VoIP analytics solution
- You may have heard of Internet registrar and hosting service Go Daddy. We're talking more than 27 million Internet domains under management. With all of these accounts, you could accurately expect Go Daddy to receive a significant amount of customer calls per day. Stuff like, "how...
- Tags: Customer Service, VoIP, Analytics, NICE Systems Ltd., Financial Planning, Internet, Customer Relationship Management (CRM), Call Centers, Product Marketing, Finance, Enterprise Software, Software, It Operations, Marketing, Russell Shaw
- Blog posts 2008-02-20
- Part Two of Two: Critical Components of Skills-Based Routing
- The first half of this Two Part Series outlined the benefits and challenges associated with implementing skills-based routing. As shown in Part One, the opportunities to improve service quality and efficiency at the same time are few - skills based routing offers both. This paper, Part Two, explains the importance...
- Tags: Skill, NICE Systems Ltd., Workforce Management, Recruitment & Selection, Human Resources
- White papers 2006-06-13
- Workforce Optimization: People, Processes & Technology Working Together
- The pressure to improve revenue and profitability while maintaining customer and employee satisfaction persists. To maintain growth, and avoid falling behind, contact center leaders must now take the components of operational excellence they have assembled and find a way to build upon that success. In short, they must optimize. This...
- Tags: Optimization, NICE Systems Ltd., Workforce, Call Centers, It Operations
- White papers 2006-04-20
- Achieving Service Excellence With Workforce Management
- Faced with fierce competition, organizations must be able to quickly anticipate needs and dynamically adjust service goals to meet expectations. Customers are looking for three things when they call - to be helped promptly, knowledgeably and passionately. Staffing level constraints are not accepted as a valid excuse for missing service...
- Tags: Staffing, NICE Systems Ltd., Change Management, Workforce Management, Recruitment & Selection, Tools & Techniques, Management, Human Resources
- White papers 2006-02-20
- Agent Self Service Pros & Cons: Overcome the Cons and Treat Everyone Like a Pro
- With the perception that the workforce planning team "Controls" contact center agent's lives, the best way to soothe the beast is to return a little bit of that control. This paper describes how making the vacation planning processes, schedule changes and performance statistics accessible to individual agents can improve productivity...
- Tags: Team, Agent, NICE Systems Ltd., ImageSkill, Real Estate, Team Management, Business Operations, Management
- White papers 2006-01-12
- Using Workforce Management to Power Multichannel Management
- To provide top quality service while controlling costs, even the smallest centers now employ complex multiskill routing strategies, run multisite organizations and support a wide range of multichannel contacts. While many of the centers manage contact handling across multiple sites and by skill types, most don't have a proven multichannel...
- Tags: NICE Systems Ltd., Workforce Management, Recruitment & Selection, Human Resources
- White papers 2005-08-08
- NICE Systems Case Study: Bank of America
- The Bank of America contact center infrastructure is 10,000 agents strong with 33 sites that handle a combined 78 million calls annually. Earlier, the bank sites used a combination of automated workforce management systems and manual processes. The workforce management structure was not leading to the results that they needed...
- Tags: Bank, Bank Of America Corp., NICE Systems Ltd., Bank Of America Contact Center Infrastructure, Workforce Management, Recruitment & Selection, Human Resources
- Case studies
- NICE Systems Case Study: Bank of Montreal
- Bank of Montreal's call centers provide a broad spectrum of traditional telephone-based banking and financial services to its customers. A key objective of their call center operations is to give their customers more convenient access to the bank's services. The bank has experienced tremendous growth, so the challenge was to...
- Tags: Bank, Call-center, NICE Systems Ltd., Bank Of Montreal, Call Centers, Financial Services, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software
- Case studies
- NICE Systems Case Study: CheckFree
- Founded in 1981, CheckFree is the leading provider of financial electronic commerce services, software and related products. CheckFree's range of services and products are focused on enabling customers to make electronic payments and collections, automate paper-based recurring financial transactions and conduct secure Internet transactions. Customers who use electronic bill payment...
- Tags: NICE Systems Ltd., CheckFree Corp., Workforce Management, Recruitment & Selection, Human Resources
- Case studies
- NICE Systems Case Study: UNUM Provident
- UnumProvident insures a number of well known carriers, providing a benefits and claims service solutions designed to help people protect their incomes from the effects of illness or injury. The center relied on Excel spreadsheets and call histories, which required managers to adjust headcount, create schedules and plan training based...
- Tags: NICE Systems Ltd., UnumProvident, Microsoft Excel, Workforce Management, Microsoft Office, Operational Accounting, Office Suites, Software, Human Resources, Finance
- Case studies
- NICE Systems Case Study: Leading Check Printer
- This leading supplier of software and printed products for the financial market was looking for ways to reduce costs and improve service delivery. In support of these goals, the organization needed to implement an automated workforce management system in its contact center operations. Earlier, the centers relied on Excel spreadsheets....
- Tags: Printer, Contact Center, NICE Systems Ltd., Call Centers, Workforce Management, Recruitment & Selection, Customer Relationship Management (CRM), It Operations, Human Resources, Enterprise Software, Software
- Case studies
- NICE Systems Case Study: Retail Company, Financial Services Division
- Some companies look at workforce management solely as a solution for inbound call centers, without taking the next step and applying those same best practices to outbound operations. With over 450 agents, the client saw a clear opportunity to improve the consistency and clarity of its scheduling rules for all...
- Tags: Agent, Financial Service, NICE Systems Ltd., Real Estate, Retail, Business Operations
- Case studies
- NICE Systems Case Study: The Faneuil Group
- The Faneuil Group is a full-service, outsourced provider of multichannel customer contact services. Faneuil Group's service center serves a variety of contact types, including order processing and fulfillment as well as inbound and outbound calls. During its first five years, the center faced customer access challenges and struggled to maintain...
- Tags: NICE Systems Ltd., Service, Faneuil Group, TotalView Workforce Management, Sales Force Management, Sales
- Case studies
- NICE Systems Case Study: Spherion
- Every year, Spherion-managed call centers handle more than 7.5 million calls. Call Center Magazine has recognized the company in its Best Call Center awards. Earlier, the centers relied on Excel spreadsheets for workforce management. Spherion constantly changed agent skills or reprioritized to maintain service levels across skill sets. Often the...
- Tags: Agent, Call-center, NICE Systems Ltd., Call Centers, Real Estate, Customer Relationship Management (CRM), It Operations, Business Operations, Enterprise Software, Software
- Case studies
- NICE Systems Case Study: Vertex Data Science
- With a proven history of providing highly efficient outsourcing solutions for companies such as, Marks and Spencer, Vodafone, Westminster City Council, United Utilities and Lastminute.com Vertex recognises the importance of maintaining high efficiency levels in their contact centre operations. With 2,500 agents spread across seven sites using the TotalView system,...
- Tags: Agent, NICE Systems Ltd., Workforce Management, Recruitment & Selection, Real Estate, Human Resources, Business Operations
- Case studies
- NICE Systems Case Study: American Electric Power
- Ohio-based American Electric Power AEP generates the largest amount of electricity in America, owning and operating more than 38,000 megawatts of generating capacity. AEP's rapid growth was further boosted when it merged with powerhouse Central and Southwest Corporation CSW. Yet with the benefits of the union came the challenge of...
- Tags: American Electric Power Co. Inc., NICE Systems Ltd., Call Centers, Productivity, Workforce Management, Recruitment & Selection, Customer Relationship Management (CRM), Sales Force Management, It Operations, Human Resources, Enterprise Software, Software, Sales
- Case studies
- NICE Systems Case Study: Alabama Power
- Alabama Power is an investor-owned electric utility that serves 1.3 million Alabama homes, businesses and industries. Alabama Power was on a quest to increase customer satisfaction and employee value. Scheduling was a manual, labor-intensive process performed by staffing teams. Forecasting was unpredictable and inaccurate - and it was difficult to...
- Tags: Contact Center, NICE Systems Ltd., Alabama Power, Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software
- Case studies
- NICE Systems Case Study: Electric Utility
- One of the nation's largest distributors of natural gas in the United States uses the TotalView Workforce Management system from IEX Corporation to ensure its customer service operations run efficiently and are effectively managed. The utility uses the TotalView system's forecasting capabilities to develop schedules aligned with staffing requirements. The...
- Tags: Utility, NICE Systems Ltd., Sales Force Management, Product Marketing, Customer Relationship Management (CRM), Sales, Marketing, Enterprise Software, Software
- Case studies
- NICE Systems Case Study: Eskom Holdings Ltd.
- Eskom Holdings Ltd. of South Africa is one of the world's leading power producers, supplying virtually all of the energy to its home country and half of the power across the African continent. Until recently, managing Eskom's contact center workforce efficiently and effectively was a major challenge - and performance...
- Tags: Contact Center, NICE Systems Ltd., Center, Call Centers, Customer Relationship Management (CRM), It Operations, Enterprise Software, Software
- Case studies
- NICE Systems Case Study: Georgia Power
- A top priority of Georgia Power, a unit of the Southern Company, is taking good care of its customers, keeping reliability high and power rates low. Finding ways to control costs in its contact centers, while maintaining high levels of customer service, is a key component in this strategy. Georgia...
- Tags: NICE Systems Ltd., Workforce Management, Recruitment & Selection, Human Resources
- Case studies
White Papers and Webcasts
Designed specifically to address the concerns of senior IT managers at organizations with more than 100 employees, the Intel Premier IT Professional Program provides best practices via local and e-Seminars and a members-only Web site.
At the Cleantech Forum in San Francisco, Todd Glass of Heller Ehrman moderates a discussion, among tech execs, on the various solar technologies making a difference in the green movement.
Now you can replace your old IBM, HP, Dell, or Sun server with the new Sun SPARC Enterprise T5140 or T5240 server, and get more performance, power savings, and space savings, plus a 30% up-front savings for a limited time.
