On the surface, workforce management (WFM) can feel like a tough nut to crack. It’s not always well understood because while it performs the imperative labor management functions, agents and supervisors only have the insight into a small amount of that functionality. Primarily, only the …
Eric Hagaman
Eric Hagaman is product manager for Aspect Software, focusing on Aspect workforce optimization technologies with a particular emphasis on workforce management. Eric monitors the pulse of the market to identify new trends and approaches to workforce optimization, looking for those product enhancements that will provide the most value to customers and help them master the next generation customer contact.
WFM – Your First Step to a Cloud Contact Center
Marc Benioff, Founder, CEO, and Chairman of Salesforce said it best, “If someone asks me what cloud computing is, I try not to get bogged down with definitions. I tell them that, simply put, cloud computing is a better way to run your business.” Those …
New Survey Reveals Shifting Cloud Contact Center Preferences
If Ben Franklin were alive today, his famous quote would read something like this, “In this world, nothing can be said to be certain except death and taxes and cloud software.” The world of contact center solutions is just a microcosm of the myriad of …
Baseball and The Myth of WFM Forecasting Accuracy
Yogi Berra didn’t know much about contact centers, but he seems to have had great insight into the first phase of the workforce planning process when he said, “It’s tough to make predictions, especially about the future”. The simple fact is that the complex workforce …
Why You Need to Upgrade Your Aspect WFM System: Workforce Management Excellence, Part III
For decades, Aspect Workforce Management has been ranked among the top 3 solutions available on the market. Pelorus Associates recently published a report confirming that Aspect is, in fact, the #1 provider of workforce management systems world-wide. That distinguished award did not happen by accident. …
Workforce Analyst Enhancements You Will Need by 2020: Workforce Management Excellence, Part II
Workforce management is an integral part of the agent’s work environment, but agents see only the end-result of a complex planning process managed by contact center workforce analysts. These experts are steeped in the nuances of forecasting models, workforce labor categories and expected labor shrinkage. …
5 Agent Engagement Enhancements You Must Have: Workforce Management Excellence, Part I
Workforce Management (WFM) is a bedrock technology upon which most contact centers have relied for years. But agent expectations are evolving. It’s time to rethink the workforce management software features you need to ensure high agent morale, productivity and quality.
The contact center agent population is …
Will You Be Able to Deliver a Great Customer Experience in 2020?
2020 is only four short years in the future, but the ways in which humans communicate with each other are changing at internet speed. Customers want to communicate with businesses in the same ways they communicate with each other, resulting in inescapable tectonic changes in …