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, …
Performance Management
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, …
Explore Workforce Optimization Technologies that are Revolutionizing Business
Did you know that StarTek—a leading business process outsourcer—improved their agent ratios from 1-75 to 1-130 by leveraging a centralized workforce management team and technologies?
Likewise, Sykes Enterprises implemented workforce optimization tools and processes that helped them raise employee productivity, business process efficiency and overall profitability.
New …
At-Home Agent Movement: Challenges and Opportunities in 2013
The idea of having customer service representatives work from home rather than in the brick-and-mortar contact center is not a new idea, but it is one that is beginning to gain traction in the U.S. contact center industry. The idea of the at-home agent first …
Three Standards for Creating Successful Distributed Workplaces
Managing employees in different locations around the globe can be an intimidating prospect for many organizations. But, as Chris Lema explains in his latest presentation Having Success in Distributed Contexts, it really comes down to one thing:
Communication is king and it is constant, measured, and …
Focusing on Internal Efficiency to Drive Customer Experience: Cellular One Spotlight
A recent article in 1to1 Media brought attention to Aspect customer Cellular One and the challenges it faced integrating operations between its two siloed call centers. Because today’s customers expect a seamless experience at every point of interaction, disjointed areas of a business can drastically …