TITLE

High Performance

AUTHOR(S)
Korzeniowski, Paul
PUB. DATE
September 2006
SOURCE
CRM Magazine;Sep2006, Vol. 10 Issue 9, p34
SOURCE TYPE
Trade Publication
DOC. TYPE
Article
ABSTRACT
The article focuses on workforce optimization (WFO) systems which offer potential benefits such as improved staffing, better quality assurance, enhanced agent performance and lower information technology costs for business enterprises in the U.S. Industry analyst Seema Lall of Frost & Sullivan cites that workforce management technology is available in many call centers. American Electric Power has been using the workforce management product of IEX to improve its call center. WFOs have been accepted only by small and midsized businesses because of various issues.
ACCESSION #
22252213

 

Related Articles

  • BUILDING A MOBILE WORKFORCE. Beckett, Helen // Computer Weekly;1/11/2005, p22 

    The article provides suggestions for building a mobile workforce. When a building services firm wanted to monitor its activities and stock levels and gain an overall view of the business, it put its supplier to the task of developing a system that could be used by its staff and customers alike....

  • Centres of excellence. Langley, Nick // Director;May99, Vol. 52 Issue 10, p57 

    Recommends using call center technology to improve customer service of small companies. Benefits of the call center; How Computer Telephony Integration (CTI) helps companies to keep customers; How virtual call centers work; What companies want from the technology; Fundamental components of the...

  • ONE SIZE DOES NOT FIT ALL. Moser, Mary Ellen // Customer Interface;Aug2002, Vol. 15 Issue 8, p40 

    Presents information on the economic implications of customer services provided by contact centers in small to medium-sized businesses. Importance of providing Web site and e-mail address; Fundamental needs of businesses in providing contact centers; Outlook on the demand for contact centers.

  • State Collection Service. Klie, Leonard // Speech Technology Magazine;Fall2014, Vol. 19 Issue 3, p43 

    The article narrates how State Collection Service, a Madison, Wisconsin firm that provides collection, third-party receivables and bad debt collection services for U.S. healthcare providers, partnered with CallMiner in 2012 to deploy its Eureka Customer Interaction Analytics to automate its...

  • Realizing the Benefits of Speech Analytics.  // CRM Magazine;Mar2011, Vol. 15 Issue 3, p40 

    The article focuses on the growing application and benefits of speech analytic or audio mining in call centers and other departments including sales operations, collections, and product development. Several applications of speech analytics are presented which include emotion detection, talk...

  • AEP's Incubation Lab Nurtures Energy Startups.  // Electric Perspectives;May/Jun2019, Vol. 44 Issue 3, p48 

    No abstract available.

  • Is there a labor shortage in the information technology...  // Issues in Science & Technology;Spring98, Vol. 14 Issue 3, p82 

    Presents economic indicators in the United States. Shortage of information technology workers; Concentration of the nation's growth in new jobs in high-skilled workers; Projection of the United States Department of Labor on the growth in skilled information technology positions between 1996 and...

  • Push for pilot enlargement.  // Electrical World;Nov/Dec99, Vol. 213 Issue 6, p10 

    Reports that the Virginia State Corporation Commission has advised American Electric Power Co. to expand the initial phase of its customer choice pilot.

  • NEWS.  // Utility Week;1/11/2002, Vol. 17 Issue 2, p4 

    Presents an update on the utility industry in Great Britain as of January 2002. Increase in the efficiency of water companies; Appointment of new members to the Ofwat Eastern Customer Service Committee; Company acquired by American Electric Power.

Share

Read the Article

Courtesy of NEW JERSEY STATE LIBRARY

Sorry, but this item is not currently available from your library.

Try another library?
Sign out of this library

Other Topics