7 Steps to Healthy WFM Scheduling

How do you know when your schedules need a check up? Is it time for a check-up on your WFM scheduling? Regardless of the tools you use in your contact center, schedules are produced based on parameters – or “fences” – that the scheduling system is required to schedule within. To make sure your schedules [...]

By |September 30th, 2014|Best Practices / Metrics|

Customer Experience. It’s the Number-One Priority Driving Contact Center Workforce Optimization

(This is a guest blog authored by Spence Mallder, SVP, GM Workforce Optimization, CTO of Aspect Software, originally published on July 2, 2014.) Improving the customer experience has long been the siren’s call of industry analysts and B2C enterprises, but when out of the spotlight, most would have admitted that driving new revenue, cost reduction and [...]

By |September 22nd, 2014|Customer Experience, Innovation|

3 Must-Haves for Workforce Management Success

Workforce managers don’t have it easy. Not only are they responsible for accurately forecasting call requirements per half hour by both queue and skill, they are also tasked with scheduling the right number of agents needed to handle calls at a prescribed service level and average handle time. This is a very specialized job that [...]

By |August 26th, 2014|Best Practices / Metrics, Innovation|

Contact Center Data: It’s Here, It’s There, It’s Everywhere!

There are many articles, webinars and conferences with an emphasis on big data and contact centers. Naturally with that being such a hot topic, many in the C-suite and savvy managers are looking at ways they can utilize the best practices. If you are getting on board the big data train, make sure you consider [...]

By |June 17th, 2014|Best Practices / Metrics, Innovation|

4 Keys to Success with Your Home Agent Initiatives

What used to be viewed as an “edgy” staffing approach for the contact center is fast becoming a preferred one. The use of work-at-home agents (a.k.a. remote agents, virtual agents, “lucky stiffs”) has grown rapidly in recent years. According to IT consulting giant IDC, there were over 300,000 home-based agents working in the U.S. in [...]

By |May 6th, 2014|Corporate Culture, Training / Coaching|

Getting Out of the Bubble: WFMers Network, Dance and Give Back at the SWPP Conference

 Workforce management planning is one of the toughest jobs in the contact center. Not only are these teams charged with staffing the floor with the exact number of agents, at the exact right time, for every half hour of the day, but many of the factors contributing to their success are out of their control. [...]

By |May 5th, 2014|Customer Experience|

The Reality of the Real-time Frontline Workforce Starts With…

Despite all the advancements in technology and new customer channels, one thing has remained constant in the contact center: when customers reach out, there has to be a frontline agent on the other end, ready to interact with them. Though the way customers choose to communicate has changed – with e-mail, chat and social networks [...]

By |March 18th, 2014|Customer Experience, Training / Coaching|

Managing Your Workforce in Real-Time

(This is a guest blog authored by Spence Mallder, SVP, GM Workforce Optimization, CTO of Aspect Software, originally published on February 12, 2014.) Ben Franklin was a wise man and counseled us with his sage words, “Do not squander time, for it is the stuff life is made of.” Unfortunately, contact centers and back office [...]

By |March 13th, 2014|Best Practices / Metrics, Innovation|

The Expansion of Workforce Management into Multi-Channel Contacts

A few years ago, I could go into a room full of workforce management (WFM) professionals and ask how many people have been charged with forecasting and scheduling for channels other than phone calls, and there would just be a few hands raised. Today, every time I ask, it seems like almost every hand in [...]

By |January 28th, 2014|Workforce Infrastructure|

Multi-Skills in the Multi-Channel Era

With the continued growth of multichannel service options for our customers, our agents face many challenges that weren’t planned for when they were initially hired for their service roles. Recent studies show that our millennial employees are able to juggle tasks and skills more easily than our older employees and Gen Y are more likely [...]

By |January 14th, 2014|Workforce Infrastructure|