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 …
Workforce Management
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 …
Contact Center Leaders: Are Your Agents Ready for the Holiday Rush?
The weather may be cooling off, but for contact center personnel things are just heating up. The end-of-year holiday festivities to come over the next few months are sure to bring joy to households around the world, but a confluence of factors related to seasonal …
5 Agent Engagement Enhancements You Must Have: Workforce Management Excellence, Part I
Workforce Management (WFM) is a bedrock technology upon which most contact centers have relied for years. But agent expectations are evolving. It’s time to rethink the workforce management software features you need to ensure high agent morale, productivity and quality.
The contact center agent population is …
Improving the Contact Center Agent Experience – On the Job
Your organization relies on contact center agents to engage customers with positive, helpful and accurate customer service. In order to provide that level of support, agents are generally required to go through rigorous training when they’re hired. Unfortunately, many contact centers don’t conduct ongoing training …