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
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 …
Scheduling for the Modern Contact Center: The Secret is WFM
There is something utterly satisfying about a schedule. Schedules for our daily lives make us more efficient, help us prioritize, help us become more proficient and most importantly, saves us time, our most valuable resource. In the world of workforce management, those same benefits hold …
ACE 2019 Recap: Aspect Master Program
If you missed ACE 2019 last week you may have been suffering from some serious #FOMO (fear of missing out).
In addition to amazing insight in our general sessions, the networking opportunities, the lobster tails—seriously, there were lobster tails—we had a new addition for breakout sessions.
Debuting …
Meet the Coach at ACE 2019
Another ACE is upon us! One of the things we love best about our annual conference is the chance to speak with our customers; learning about how you’re using our products, the stories of your successes—and what we can do to help you succeed, if …