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Workforce Optimization

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Smashing the scourge of overtime

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October 11, 2018 Colin Whelan
English/UK, Workforce Management, Workforce Optimization

Smashing the scourge of overtime

Many a manager and business leader has to deal with the challenge of overtime at some point in their careers. From an employee’s perspective it can be a positive, with those few extra pennies making a difference when staff decide to …

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Easing automation anxieties through up-skilling

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October 1, 2018 Colin Whelan
Agent Experience, Back Office, Contact Center Industries, English/UK, Workforce Optimization

Automation is a word on the lips of many a business professional these days. Inevitably it inspires hope for the future for many a decision-maker, but it’s also responsible for raising fears amongst workers that their jobs might be under threat. With OECD figures predicting …

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Baseball and The Myth of WFM Forecasting Accuracy

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September 25, 2018 Eric Hagaman
English/US, Workforce Management, Workforce Optimization

Yogi Berra didn’t know much about contact centers, but he seems to have had great insight into the first phase of the workforce planning process when he said, “It’s tough to make predictions, especially about the future”. The simple fact is that the complex workforce …

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Is Your User Experience a Loser Experience?

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September 7, 2018 Tim Dreyer
Agent Experience, Workforce Management

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 …

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Why You Have to Measure CSAT and How to do it Right

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August 21, 2018 Maddy Hubbard
Customer Analytics, Customer Experience, Customer Service

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 …

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Flexible, cloud-based solutions key to workforce optimisation

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August 14, 2018 Colin Whelan
Agent Experience, Cloud, Contact Center Industries, English/UK, Workforce Optimization

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 …

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Is Your Contact Center Ready for Millennials?

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August 7, 2018 Tim Dreyer
Customer Experience, Self-Service, Workforce Optimization

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 …

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Are You Leveraging Your Greatest Asset for Advocacy?

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July 31, 2018 Brittany Kelly
English/US, Workforce Optimization

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 …

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Introducing AI into the Enterprise

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July 24, 2018 Magdi Khalil
Customer Experience, English/US, Self-Service, Workforce Optimization

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 …

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Aspect Via® Workforce Management™ Supporting Amazon Connected Home Vision

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June 19, 2018 Annick Duffy
English/US, Workforce Management, Workforce Optimization

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 …

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