4 Key Workforce Optimization Resolutions You Need to Make for the New Year

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The days of siloed workforce optimization solutions are coming to an end as the bar for WFO gets set higher and higher in the ongoing search for the holy grail of outstanding customer engagement. Fundamental changes need to be made in most legacy WFO systems …

The New Patient Advocate in the Back Office: Workforce Management

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During the throes of day to day operations, nurses, medical secretaries and physicians are often facilitating communication between physicians and patients. Patients call daily with triage questions, inquiries about medical instructions, updates on changes in conditions, and to receive test results.  Patient calls are typically categorized …

Spotlighting the Benefits of Adopting Centralization to Alleviate Provider Fear

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Advances in information technology software and telephony systems have led to a transformation in how hospital systems deliver patient care and increase patient satisfaction. Similar to many other industries, changes in healthcare can trigger fear in patients, front-end staff, and clinical providers. Change …

Why the Enterprise Should be Wondering about Workplace Wearables

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The bring your own device trend (BYOD), while initially held at arm’s length by most enterprise IT organizations, has led to a very notable improvement in employee efficiency and productivity in the workplace. A VMware study conducted by Acorn Marketing & Research Consultants …

Workforce Optimization has Evolved. Has Your Contact Center?

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Customer experience has been called the next battlefield for market share, and on the contact center front this battle is being fought exceptionally hard. It’s an objective that now spans every key area of customer-facing business. In fact, a recent Aberdeen Group report found that …

Engaging Your Agents for a Better Customer Experience

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In Forrester’s recent report, How to Measure and Improve the Contact Center Agent Experience, Ian Jacobs explains some guiding principles that can be used to significantly improve the customer experience by improving the agent experience. This report makes a compelling case that you can definitely drive …

A High EQ (Engagement Quotient) at the SWPP Conference

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One of the most important trade shows in the world of WFO is the Society of Workforce Planning Professionals annual conference, hosted at the Omni Hotel in downtown Nashville.  Aspect maintains a high presence at this show with platinum sponsorship, since the attendees are squarely …