Test your knowledge of schedule adherence Articles

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Witness Systems, a maker of quality monitoring and performance optimization systems, is buying Blue Pumpkin Software, a leader in contact center...

Jan 10, 2005
We feel for those of you who are in the process of evaluating CRM and BI vendors. It can't be easy. There are too many vendors and way too many...
Feb 24, 2002
said John Mejia, vice president of customer care. "We just started the implementation, and we're changing the culture of workforce management here by...
May 29, 2008
are less relevant.

14. Schedule Adherence

Schedule adherence measures the degree to which the specific hours scheduled are actually worked by the agents. It is...

Nov 11, 2003
of a customer service job. 1. Talk to your call center peers. Take every opportunity to learn.

A call center is normally a busy place, with agents of all different...

Jul 2, 2007
2005, executives touted the promise of combined quality monitoring and workforce management tools, now known as workforce optimization (WFO), and though one...
Aug 31, 2006
our tip about data preprocessing.

Test your knowledge with nine data quality questions from SearchCRM.com...
Jul 8, 2004
the enterprise. A pilot deployment of the 1.2 version within a division of the company had gone relatively well, but rolling out the product to roughly 465...
Mar 29, 2006
had already proven the success of the SaaS model, and Oracle didn't have a SaaS CRM application of its own. Yet, in the year-plus since the acquisition, there...
Jan 8, 2007

While Oracle Corp. has grabbed many of the headlines by acquiring Siebel and another major competitor in CRM with PeopleSoft, there's plenty of action in the...

Aug 9, 2006
united in spreading the message of the superiority of their on-demand model over the old, on-premise way of delivering software.

But as the market has...

Feb 22, 2005
are all different. Different levels of expertise, different strengths, different personalities -- some may be more outgoing on the phone than others; some may be...
Mar 5, 2003
Des Moines, Iowa, undergoes a couple of dozen significant technology upgrades.

It can be a chore for an IT staff of 13. Some transitions, however, are easier than...

Sep 28, 2005
04 release, the latest version of its hosted CRM software. It will be available in two weeks. Among the features highlighted during Benioff's...
Nov 11, 2003
knowledge management and a myriad of other functionalities, the self-service technology market can be confusing.

Framingham, Mass.-based Allen Bonde Group...

May 18, 2005
Products division of Global Knowledge, of King of Prussia, Pa. to provide it.

"There aren't too many other vendors that play in this space of ERP training," said Carrie...

Nov 4, 2003
chose consultants to augment the knowledge of the internal team.

"We looked at [a number of] consultants, but we decided on Srini Katta [independent consultant]...

Jan 17, 2006
to industry observers.

"The days of one offer a day for everyone are over," said John Ragsdale, vice president of research for the service and support...

Sep 23, 2008
raising and organizing benefits of the Internet became clear thanks to Howard Dean's success during the Democratic primary. Yet when researchers at...
Aug 5, 2004
of a Microsoft computer just to test your Amazon.com application is impossible. Frankly, the only way to do that kind of testing and simulate it correctly would be...
Apr 29, 2002
based Time.com, the online component of the magazine's print publication, is gearing up to promote 16 years of Time articles. The articles will be hosted on Time...
Aug 30, 2001
A sudden proliferation of blogs, wikis and other Web-based collaborative schemes will require smarter search and data mining technologies that...
Nov 10, 2005
com today acquired InStranet, a knowledge management software firm, for $31 million.

InStranet's knowledge management capabilities will be added to Salesforce...

Aug 20, 2008
Corp. announced that by the end of 2002 it would deliver Microsoft Customer Relationship Management (CRM), the first Microsoft business solution built...
Oct 7, 2002