IEX Corporation, Workforce Management and Performance Optimization Software for Call Centers

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Workforce Management That Works - Critical Capabilities

NEW! The modern contact center can be much more than an order-taking, cost-generating black hole. Workforce Management can support strategic initiatives that transform the contact center from a marginal role-player to a leading value producer in the enterprise. Workforce Management can deliver operational efficiency, helping the contact center reduce labor costs and administrative workload while managing operating costs and paring agent attrition. These proven strategies can lead both to reduced contact center expenses and greater revenue generation. IEX TotalView is designed with the critical capabilities necessary to perform a strategic overhaul that turns your contact center into a vital business engine.

NEW! In the contact center, every minute counts. Labor represents two-thirds or more of the total operating cost of the contact center. Comprehensive workforce management solutions provide critical capabilities any organization can use to optimize the use of each agent, preserve customer value and reduce operating expenses. This paper explains the scope of how our customers have utilized IEX TotalView to achieve operational efficiency goals.

It is a common misconception that workforce management is only useful for companies seeking to reduce headcount. It is true that in some industries and markets, workforce management plays a significant role in holding the line against inefficiency and high labor costs. But the discipline and technology behind workforce management contributes to the efficiency and effectiveness of the operation in a number of ways beyond simply minimizing headcount or wage hours. This paper describes the ROI benefits of workforce management technology beyond labor-cost reduction.

Contact center managers are under increasing pressure to deliver a higher level of customer service with a lower operating budget. Workforce management technology specifically addresses this crucial area. This white paper explains the vital role of workforce management technology in a modern contact center and offers a glimpse into complementary technologies designed to enhance its value.
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Achieving Service Excellence with Workforce Management

Customers want prompt service, that’s delivered by knowledgeable staff who are also pleasant to work with. That may sound easy. But it takes a delicate balance of cost-driven operational management and customer-focused service delivery to be successful. Oftentimes, the company’s workforce management system and processes can make the difference. Download this paper to learn how workforce management can promote first-rate service within your operation.

Achieving optimal results with a workforce management deployment takes a symbiotic relationship between the people, processes and technology in the center. When one of the elements is out of balance, efficiency and effectiveness inevitably suffer. Download this white paper to learn the four main things you can do to ensure the success of your workforce management deployment.
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12 Secrets to Finding the Right Workforce Management System

Evaluating workforce management systems? Seemingly small differences in the functionality of different products can have a major impact on the relative success of the contact center operation. This paper offers insight into the 12 secrets to finding the right system--one that’s designed to help contact centers ensure the workforce management system they choose will meet all their requirements today and long into the future.

The purpose of this white paper is to help the reader understand the central role workforce management (WFM) plays in the modern contact center. From efficiency in operations, to effectiveness in dealing with customer interactions: WFM is more important than ever as tool for improving customer service.
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Realizing the Full Promise of Workforce Management Technology

Since the cost of staffing in most call centers is between 60 and 70 percent of the total budget, the incremental benefits of selecting the best solution for your operation and implementing it successfully are significant. Companies in the market for a workforce management tool today face a mind-boggling array of choices. Automated workforce management systems range from quite simplistic to highly complex, with a wide range of price tags to match. This paper will help contact center managers navigate the choices.

Clearly demonstrating the ROI value of a workforce management technology investment is critical to the project’s success. To gain buy in from the top executives, contact center managers must be able to show the long-term value of the technology investment. Download this paper to see a collaborative process for determining the ROI value of workforce management technology and how an investment in that solution can be extended with integrated quality management and performance management solutions.

Are you considering implementing a workforce management tool in your contact center or replacing a legacy system? Do you need to build a strong business case? This paper outlines how to demonstrate a solid workforce management return on investment using a system designed by the experts.
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