Much has been written about the constant change in the expectations consumers have for customer service. From the strongly-worded letter and social media brand shaming to the ever-growing preference to conduct agentless support interactions when/where possible, consumer behavior is a lot like the weather in …
Workforce Optimization
Why You Have to Measure CSAT and How to do it Right
Once a popular buzzword, customer satisfaction has become a standard in defining business operations and one that requires measurement and adjustment of platforms and processes. In fact, not measuring customer satisfaction to identify and implement improvement opportunities is akin to throwing away revenue.
The tendency for …
Flexible, cloud-based solutions key to workforce optimisation
With the increasingly urgent need to make their workforces more productive, technology is often touted as a powerful enabler of greater efficiency and improved employee morale. While this is certainly true, this can only be effectively achieved if workers have access to tools that are …
Is Your Contact Center Ready for Millennials?
The millennial generation has become the single largest age group in the U.S. workforce and is projected to spend $1.4 trillion annually by 2020. As the first generation of digital natives to enter the workforce, they have also changed how businesses interact with customers, which …
Are You Leveraging Your Greatest Asset for Advocacy?
When it comes to customer engagement, there’s no better resource than your brand advocates. Naturally, your products or services have to meet standards of excellence – including your contact center operations – but with so many buying options, advocacy carries more weight than ever.
Many companies …
Introducing AI into the Enterprise
Contact centers that understand the tremendous benefits to be had from advanced analytics will likely be the same ones that lead the pack in introducing Artificial Intelligence into the contact center. How could it be any other way? The likelihood of introducing AI is all …
Aspect Via® Workforce Management™ Supporting Amazon Connected Home Vision
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 …
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 …