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 …
Workforce Management
Winning the human battle needs closer attention than the technology battle
The evolution of the customer service experience has seen the advent of a host of new ways for customers to interact with a business, with technology such as chatbots and automated self-service options becoming increasingly prevalent. While this transformation is proving to be instrumental in …
According to Customers, Aspect Workforce Management Leads the Pack
The G2 Crowd results are in: Aspect has the highest customer satisfaction rating of all leading WFM solutions.
The growth and popularity of crowd-sourced customer review and recommendations sites such as Yelp and TripAdvisor are where consumers go for authentic, unbiased, user-driven information about products and …
Millennials and the Work Ethic
Millennials were born between 1976 and 2001. They are very different from their doting baby boomer parents. Millennials are tech savvy, skilled at multitasking, great at working in teams, and eager to please. They are also accustomed to being pampered both at home and at …
WFM als Chance, auch die Mitarbeiterzufriedenheit zu verbessern
Mit der zunehmenden Verbreitung und stetigen Verbesserung von Self-Service Anwendungen lassen sich einfachere und wiederkehrende Aufgaben automatisiert erledigen. Das wiederum bedeutet, dass die Anfragen, mit denen Kunden sich an die menschlichen Mitarbeiter wenden, komplexer sind, so dass von den Mitarbeitern im Kundenservice insgesamt ein höheres …
Workforce planning in a Gig Economy
While contact center agents might be ready to jump head first into the gig economy, contact center management is a bit more reluctant, and for good reason. Having on-demand customer service agents isn’t as simple as engaging drivers for Uber. Before making the transition to …
Smashing the scourge of overtime
Smashing the scourge of overtime
Many a manager and business leader has to deal with the challenge of overtime at some point in their careers. From an employee’s perspective it can be a positive, with those few extra pennies making a difference when staff decide to …
Baseball and The Myth of WFM Forecasting Accuracy
Yogi Berra didn’t know much about contact centers, but he seems to have had great insight into the first phase of the workforce planning process when he said, “It’s tough to make predictions, especially about the future”. The simple fact is that the complex workforce …
Is Your User Experience a Loser Experience?
Much has been written about the constant change in the expectations consumers have for customer service. From the strongly-worded letter and social media brand shaming to the ever-growing preference to conduct agentless support interactions when/where possible, consumer behavior is a lot like the weather in …
Aspect Via® Workforce Management™ Supporting Amazon Connected Home Vision
Most of us know about Amazon’s acquisition of Ring.com back in February of this year, the second largest acquisition ever made by Amazon, exceeded only by their acquisition of Whole Foods. It’s been a wild ride since Ring’s rejection on Shark Tank back in 2013 …
Aus Abweichungen lernen: Tagessteuerung ist integraler Bestandteil der Personaleinsatzplanung
Workforce Management Software (WFM, Personaleinsatzplanung) wird eingesetzt, um den Personalbedarf für alle Inbound, Outbound, Blended und Back Office Ressourcen einfach und genau zu prognostizieren und den Personaleinsatz bedarfsorientiert zu planen. Aber was, wenn es nicht so läuft wie geplant?
Zur vorausschauenden Planung gehört es, alle relevanten …