Why You Need A Workforce Department, The Sequel: Defining Roles

avatar

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

avatar

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 …

With Great Software (Should) Come Great Processes: Why You Need a Workforce Department

avatar

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. …

Before you Leap into Multi Skill, Look at your Center

avatar

Multi skill is an Aspect Workforce Management configuration option that lets you model skill based contact routing in forecasting staffing requirements, scheduling, and tracking intra-day performance.  The purpose of a multi skill configuration is to allow contact centers to strategically manage a cross trained workforce …

Using Workforce Optimization Best Practices in Your Contact Center

avatar

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

avatar

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 …