The role of the contact center is changing as consumer preferences evolve at an accelerating pace. A recent blog by Spence Mallder, GM Workforce Optimization and CTO points out that recently, customer experience has overtaken productivity as the top priority for contact center workforce optimization …
Coaching and Training
Ways to Boost Contact Center and Back Office Performance
Contact centers have been using workforce optimization (WFO) technology for as long as disco, Microsoft, and SNL have been around to make sure that the right agents are in the right places at the right time. While WFO technology has become more sophisticated and accurate, …
Customer Experience Takes the Lead Over Productivity
Improving the customer experience has long been the siren’s call of industry analysts and B2C enterprises, but when out of the spotlight, most would have admitted that driving new revenue, cost reduction and risk avoidance were their primary objectives. However a new day is dawning. …
Why You Need A Workforce Department, The Sequel: Defining Roles
In my last blog, I talked about the need for contact centers to create an official Workforce team. (Remember? With great software (should!) come great processes.) This time, let’s talk about the individuals that should make up this team and their roles and functions.
Forecaster
The Forecaster …
All Contact Center Reports Were Not Created Equal
I’ve recently been dieting, and though it’s been slow, I’ve managed to trim a few pounds. How did I celebrate? By shopping of course!
With a newer, trimmer outlook on clothing, I was ready to dive in. What I learned very quickly in entering …
Changing the Face of Workforce Optimization
Einstein said it best, “Everything should be made as simple as possible, but not simpler.” There is an art to simplifying the unnecessary complexity out of our lives, and it usually involves lots of break-rock work to get there. It’s true for astrophysics and it’s …
With Great Software (Should) Come Great Processes: Why You Need a Workforce Department
You may have gotten the reference in title of this blog to the Spiderman theme, “with great power comes great responsibility.” What I mean by this that if your company just adopted Aspect’s Workforce suite of applications, software alone won’t solve all of your problems. …
Before you Leap into Multi Skill, Look at your Center
Multi skill is an Aspect Workforce Management configuration option that lets you model skill based contact routing in forecasting staffing requirements, scheduling, and tracking intra-day performance. The purpose of a multi skill configuration is to allow contact centers to strategically manage a cross trained workforce …
The Dog Owner’s Guide to Contact Center Management
A year into my first job at a contact center I got two surprises in the same week. I was offered a front line management role and a rescued husky puppy named Sierra. Accepting the management position was a no-brainer and Sierra eventually won me …
Using Workforce Optimization Best Practices in Your Contact Center
At the last roundtable hosted by CRMXchange, I had the pleasure of participating alongside several of my peers from Enkata, Intradiem and NICE to explore topics related to workforce optimization, focusing specifically on the issues facing front and back office managers such as agent performance, …