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 …
Workforce Management
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 …
Workforce AI: The Driverless Contact Center
Are there any two words that strike more hopeful excitement and visceral fear into the hearts of men and women than “Artificial Intelligence”? We revel in the prospect of robots and software that can shoulder difficult tasks for organizations and human beings as individuals, while …
Aspect Workforce Management Takes to the Cloud
Aspect is taking to the cloud again, and this time they’re taking their 40-year legacy of contact center workforce management with them. With the availability of Aspect Essential and Aspect Via Enterprise cloud-based customer engagement platforms, Aspect is making Via Workforce Management (WFM) available as …
Taking the Workforce Management Cloud Market by Storm
Workforce management is the most fundamental and commonly used of the workforce optimization software components. Historically it’s been an on-premises application, but the past few years have seen some lower functionality WFM solutions delivered from the public cloud. Aspect is about to turn the workforce …
Why You Need to Upgrade Your Aspect WFM System: Workforce Management Excellence, Part III
For decades, Aspect Workforce Management has been ranked among the top 3 solutions available on the market. Pelorus Associates recently published a report confirming that Aspect is, in fact, the #1 provider of workforce management systems world-wide. That distinguished award did not happen by accident. …
Asurion Improves the Agent Experience Through Mobility
An essential component to advancing the customer experience is to improve the agent experience. And an overwhelming number of contact center managers agree. The recent Aspect agent experience survey with Pelorus Research found that 74 percent of contact center managers believe a better agent user …
Workforce Analyst Enhancements You Will Need by 2020: Workforce Management Excellence, Part II
Workforce management is an integral part of the agent’s work environment, but agents see only the end-result of a complex planning process managed by contact center workforce analysts. These experts are steeped in the nuances of forecasting models, workforce labor categories and expected labor shrinkage. …
Contact Center Leaders: Are Your Managers Ready for Black Friday?
The holidays might be considered to be the most wonderful time of the year, but for contact center managers the end of year blitz can be a tremendous tribulation. As explained in Part 1 of this series, year-end sales are anticipated to surge as consumers …