Since the dawn of man, people have been engaged in a compelling quest to make life easier for themselves. We have instinctively sought ways to accomplish our daily tasks better and more efficiently than we did the day before. When hunting for deer, we discovered …
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Workforce Management
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Enterprise Benefits Workforce Calculator
“Anyone can lead when the plan is working. The best lead when the plan falls apart.” – Robin Sharma
I ran across this quote the other day and it stopped me in my tracks. This is exactly where we were collectively a year ago. I remember …
Managing Your Contact Center Facilities Amid Contagion
In the post-COVID-19 era, how can your workforce management team plan for use of your contact center facilities to meet all applicable state safety restrictions, provide confidence to staff who may be reluctant to return to a facility, while at the same time provide records …
Webinar: See What’s New with Aspect® Workforce Management™
Aspect Workforce Management (WFM) has been a leader in the contact center workforce management industry for decades and we plan to keep it that way. In July, we’re releasing version 20 of our flagship WFM solution. Full of powerful new features, it will make the …
LIVE NOW! Aspect Education Services: Supplemental Training
“Education is the most powerful weapon which you can use to change the world.” — Nelson Mandela
This statement has never been truer. The world we knew just a few short months ago is changing before our eyes. The COVID-19 pandemic has forced people to think …
What Product Features Should I Look for in a WFM System?
It’s a brave new world for contact centers in the wake of the COVID-19 crisis. In a recent survey of contact centers by Aspect, we found that about 70% of agents were “work-from-home” as of April 16, and a recent Gartner poll of CFOs indicates …
How to Fine-Tune Your WFM Solution to Help Managers Optimize Performance
Up until now, we have largely discussed ways to help agents with workforce optimization tools and processes. Agents on the front line are in a rapid shift and require most initial focus. But when agents move from a centralized location to a distributed environment and …
Turn Social Distancing in to Distant Socializing
Maybe your organization has long experience with employees: agents and managers and management working from home. maybe your organization has been keeping work at home at arm’s length, fearing to “let the genie out of the bottle,” worried about the risk of changed employee expectations, …
Optimizing Your Workforce with WFM
When efficiency is your focus, many organizations implement strategies with the assumption that workforce management (WFM) should be entirely separate from customer-focused considerations. In fact, the customer experience is impacted not only by the front lines of your contact center workforce but by individuals at …
Workforce Management: It’s More Than You Think
On the surface, workforce management (WFM) can feel like a tough nut to crack. It’s not always well understood because while it performs the imperative labor management functions, agents and supervisors only have the insight into a small amount of that functionality. Primarily, only the …
Infographic: 5 Time-Intensive Tasks Your Workforce Management Software Should be Doing for You
You know how it goes, we all have so much to do and there never seems to be enough time to get it all done. It’s frustrating. But there are some ways to get some time back, especially when it comes to scheduling, forecasting and …