As vaccines roll out and the world continues to adjust to COVID-19, how can your workforce management team plan for use of your contact center facilities to meet all applicable state safety restrictions, provide confidence to staff who may be reluctant to return …
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Workforce Optimization
Empower Your Agents, Improve Your Contact Center
Now that we’ve introduced the Aspect WFM Benefits Calculator, we want to zero in a bit on the key areas that impact your business: your people, your processes and the technologies deployed. The calculator is designed to place an estimated dollar amount on improvements …
WFM Operational Tips & Tricks
In the recent past, if you really wanted to, you could run a business without Workforce Management tools. It wouldn’t be easy; you’d be extremely frustrated, probably work 80-hour weeks, and have a lot of operational inefficiencies — and you might only save some money. …
Enterprise Benefits Workforce Calculator
“Anyone can lead when the plan is working. The best lead when the plan falls apart.” – Robin Sharma
I ran across this quote the other day and it stopped me in my tracks. This is exactly where we were collectively a year ago. I remember …
Enabling a Mobile Contact Center Workforce with Aspect® Workforce Optimization™ Version 20
Over the last several months, we have experienced one of the most unusual times in modern human history, and we seem to be coming out the other side. But there is still much uncertainty about the future.
Contact centers, like most business, have had to find …
Webinar: See What’s New with Aspect® Workforce Management™
Aspect Workforce Management (WFM) has been a leader in the contact center workforce management industry for decades and we plan to keep it that way. In July, we’re releasing version 20 of our flagship WFM solution. Full of powerful new features, it will make the …
LIVE NOW! Aspect Education Services: Supplemental Training
“Education is the most powerful weapon which you can use to change the world.” — Nelson Mandela
This statement has never been truer. The world we knew just a few short months ago is changing before our eyes. The COVID-19 pandemic has forced people to think …
What Product Features Should I Look for in a WFM System?
It’s a brave new world for contact centers in the wake of the COVID-19 crisis. In a recent survey of contact centers by Aspect, we found that about 70% of agents were “work-from-home” as of April 16, and a recent Gartner poll of CFOs indicates …
How to Fine-Tune Your WFM Solution to Help Managers Optimize Performance
Up until now, we have largely discussed ways to help agents with workforce optimization tools and processes. Agents on the front line are in a rapid shift and require most initial focus. But when agents move from a centralized location to a distributed environment and …
Workforce Planning When There’s a Global Pandemic
Aspect partner, Call Design, shares insight regarding how to get the most out of your WFM solution as agents work from home during this global pandemic.
COVID-19 has created an urgent need for most organisations to rapidly implement work from home solutions for their staff. …