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for Tag: Workforce Management

WorkForce Software Focuses on Effective and Efficient Workforces

Posted by Mark Smith on 27 July 2012

Our research agenda for 2012 in human capital management outlined the importance of workforce management for all organizations. One provider, WorkForce Software, provides systems that support scheduling, time and attendance, leave and absence and fatigue management. As I noted in my last analysis on WorkForce Software, the company’s focus on the fatigue aspect of workforce management, especially... Read More

Topics: Big Data, Sales Performance, SAP, Social Media, Supply Chain Performance, Sustainability, Governance, Human Capital Management, SuccessFactors, Business Technology Innovation, IT Performance, IT Research, Operational Performance, Business Analytics, Business Collaboration, Business Intelligence, Business Mobility, Business Performance, Cloud Computing, Customer & Contact Center, Financial Performance, Information Applications, Information Management, Location Intelligence, Operational Intelligence, Workforce Performance, HTML5, Risk & Compliance (GRC), Time & Attendance, Workforce Management

Feedback Management Can Improve the Customer Experience

Posted by ISG Research on 25 January 2012

There is a lot of talk today in customer service circles about the “voice of the customer” (VOC). For some people it means speech analytics (literally the voice of the customer), some others use it as an equivalent to the “360-degree view” of the customer, and for others it is about customer feedback. At Ventana Research we take a broader view and define VOC as reports and analysis that include... Read More

Topics: Predictive Analytics, Customer Analytics, Customer Experience, Customer Feedback Management, Speech Analytics, Voice of the Customer, Operational Performance, Analytics, Customer & Contact Center, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Desktop Analytics, Text Analytics, Workforce Management