In his recent blog, Mike Bourke, SVP & GM Workforce Optimization at Aspect, explained how the level of customer engagement is very directly linked to the level of agent engagement in an “Engagement Cycle” whether it be a positive or negative exchange. We all know …
Performance Management
Addressing Workforce Optimization Challenges
Recent years have brought new demands on the contact center — think omni-channel, self-service, mobile applications, public venting of consumer displeasure — and thus new challenges for the workforce optimization (WFO) industry. Our customers have come to us with many questions and concerns:
How do you …
Workforce Optimization Tools for Great Customer Experiences
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 …
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 …
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 …
Performance Management Solution Improves Online Retail Operations
In the age of online and mobile shopping, where face-to-face interactions between customers and employees have dramatically decreased, providing great customer service via numerous channels is essential. Shoppers who face issues with online shopping often turn to customer service agents for assistance via email, social …
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. …
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, …