Most of us know about Amazon’s acquisition of Ring.com back in February of this year, the second largest acquisition ever made by Amazon, exceeded only by their acquisition of Whole Foods. It’s been a wild ride since Ring’s rejection on Shark Tank back in 2013 …
Workforce Optimization
Aus Abweichungen lernen: Tagessteuerung ist integraler Bestandteil der Personaleinsatzplanung
Workforce Management Software (WFM, Personaleinsatzplanung) wird eingesetzt, um den Personalbedarf für alle Inbound, Outbound, Blended und Back Office Ressourcen einfach und genau zu prognostizieren und den Personaleinsatz bedarfsorientiert zu planen. Aber was, wenn es nicht so läuft wie geplant?
Zur vorausschauenden Planung gehört es, alle relevanten …
Workforce AI: The Driverless Contact Center
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 …
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 …