Workforce management is the most fundamental and commonly used of the workforce optimization software components. Historically it’s been an on-premises application, but the past few years have seen some lower functionality WFM solutions delivered from the public cloud. Aspect is about to turn the workforce …
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Quality Management
Quality Management Software Isn’t Just for Agents—Managers Need Support Too
If there was any question that contact center managers have their hands full these days, Deloitte’s global contact center survey should drive the case home. According to the report, 96 percent of survey respondents anticipated a greater role over the next two years to support …
Take a Targeted Approach to Speech Analytics Software
I recall holding my first iPhone in my hand 9 years ago. What an amazing feeling! It felt robust, sleek, and how about that browser? Surfing the web effortlessly while on the road was life changing. In the years since, the product has evolved, and …
Improving the Contact Center Agent Experience – On the Job
Your organization relies on contact center agents to engage customers with positive, helpful and accurate customer service. In order to provide that level of support, agents are generally required to go through rigorous training when they’re hired. Unfortunately, many contact centers don’t conduct ongoing training …
QM Kick Start: What does my customer think?
The final piece of this blog series I would like to take some time to discuss the customer. There are direct and indirect ways to capture the voice of the customer to help drive better experiences and better prepare your workforce.
The voice of the customer …
Quality Management Kick Start: How to be Consistent in Scoring
So far in this blog series we discussed evaluation sampling, how to evaluate, and what to evaluate. I am going to make a bold, but very accurate, statement. If you do not have processes in place to measure your consistency, the who, what, and how …
Aspect EQ WFO 8.2: A Major New Release of WFO Software from Aspect
Aspect is announcing the general availability of Aspect EQ Workforce Optimization 8.2, with many important new features such as gamification, high accuracy forecasting of labor in non-voice channels and much tighter integration among WFO components. Aspect EQ WFO 8.2, which includes WFM, Performance Management, Quality …
QM Kick Start: What do I evaluate?
In my past blog, I gave some best practices on creating an evaluation process. Now it’s time to measure success. So what should I evaluate?
The form used by evaluators is critically important to ensuring a successful quality management process. Each evaluation form should include shared …
Legacy Recording Solutions Can Jeopardize Your Customer Experience
If your contact center is like most, you rely on processes for quality management and coaching to optimize the level of service your agents deliver. However, these processes are only as effective as the tools needed to collect and analyze data, such as your recording, quality monitoring …
QM Kick Start: What and How do I Evaluate?
In my past blog, I gave some best practices on sampling. The big question will be how do I evaluate?
Most organizations have not paused to develop a set of best practices for the overall evaluation process. Even experienced quality analysts have difficulty designing truly objective …