Are there any two words that strike more hopeful excitement and visceral fear into the hearts of men and women than “Artificial Intelligence”? We revel in the prospect of robots and software that can shoulder difficult tasks for organizations and human beings as individuals, while …
Workforce Optimization
Are You Ready for the Gig Economy
A generation or two ago, it was not unusual for workers to spend their entire careers at just two or three employers. Not anymore. “Secure employment” has become an oxymoron. Economists are now talking about the “Gig Economy” where workers become Independent contractors that sell …
Scheduling in the Gig Economy
In 50 cities across the U.S., Amazon is supplementing their USPS deliveries at times of peak demand using drivers contracting directly with Amazon in a program called Amazon Flex. Tapping for-hire drivers, each batch of deliveries is essentially a “gig” in the quickly growing trend …
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 …
Share and share alike: why user groups and collaboration work
For many organisations, speaking with competitors in your industry about their internal processes may seem counter-productive. Like any business, there are innumerable clever and strategic ways in which your department or company has been able to make cost savings, increase productivity and create operational efficiencies …
WFM Insights Webinar Series: Register Today
Thanks to workforce management software, it’s possible to have a truly effective contact center that balances the needs of the customer, the enterprise, and the agent. But making WFM as successful possible means staying on top of the latest technological advancements and industry best practices.
Sounds …
Reduce Customer Frustration with Context Cookies
My children — who are not little kids and more accurately young adults — don’t remember a time without easy access to the internet. They’re pretty savvy, not only because they’ve grown up online, but also because after years of working in digital marketing, I …
Agentenarbeitsplätze modernisieren und Arbeitgeberattraktivität steigern
Muss man jede Mode mitmachen, um als Arbeitgeber attraktiv zu sein? Massagesessel aufstellen und grüne Smoothies anbieten, um die Millenials für sich zu gewinnen? Über Sinn und Unsinn „hipper“ Pausenraumgestaltung kann man sicher diskutieren, darum soll es hier aber nicht gehen. Es gibt allerdings Entwicklungen …
Customer Engagement Center Capabilities: People and Process Optimization
The omni-channel world has changed the customer service environment into an increasingly complex one to navigate. As organizations continue to embrace the omni-channel customer experience, they need to ensure that their backend workforce capabilities are ready to support it.
Aspect Via provides workforce, quality and performance …
Customer Engagement Center Capabilities: Reporting and Analytics
Omni-channel interactions within the contact center enable businesses to generate more data than they ever have before. But, if companies are unable to make sense of that data it’s about as useful as it was if it had never been collected in the first place. …