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
Better Processes = Better Outcomes
We talk a lot about outcomes. A focus on outcomes tends to intensify as things trend very good or very bad. We like to think leadership, culture, economy, and decision-making as the primary drivers of outcomes and results. Rarely do we equate process with results …
Returning to the Office: Tips to Get Back to Onsite Facilities Safely
As vaccines roll out and the world continues to adjust to COVID-19, 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 …
Empower Your Agents, Improve Your Contact Center
Now that we’ve introduced the Aspect WFM Benefits Calculator, we want to zero in a bit on the key areas that impact your business: your people, your processes and the technologies deployed. The calculator is designed to place an estimated dollar amount on improvements …
WFM Operational Tips & Tricks
In the recent past, if you really wanted to, you could run a business without Workforce Management tools. It wouldn’t be easy; you’d be extremely frustrated, probably work 80-hour weeks, and have a lot of operational inefficiencies — and you might only save some money. …
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 …
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, …