Aspect

SEPTEMBER 25, 2018

The Workforce Management (WFM) system uses these volume forecasts to project the number of appropriately skilled employees that will be needed to meet optimization goals (e.g., that the contact center will encounter on a given day, at a given time, for a given type of work, and it’s “tough” to be consistently accurate in these forecasts.

Contact Center 185

Contact Center contact center workforce Wait times Education 185

Aspect

APRIL 16, 2021

Any organization that is considering enterprise level software now must employ a WFM strategy and platform. We already know that WFM tools can facilitate a standard of automation, ease, efficiency, and functionality; but for the experts, there are a few operational tips and tricks that have proven invaluable.

Enterprise 118

Enterprise Personalization Management Marketing 118

NobelBiz

APRIL 2, 2024

RELATED ARTICLE What is IVR? RELATED ARTICLE What Is ACD – Automatic Call Distribution System? By leveraging WFM, businesses can ensure optimized staffing levels, minimize overstaffing or understaffing scenarios. Another key benefit of WFM is its ability to match agent availability to customer demand accurately.

contact center solutions 106

contact center solutions Enterprise Contact Center Interactive Voice Response 106

Contact Center Pipeline

DECEMBER 27, 2018

Workforce management is a blend of art and science—and without a doubt, an effective WFM strategy is vital to the successful operation of any contact center. What was on the minds of contact center WFMers in 2018? Our five most-read WFM blog posts are below. Answer: I […].

Management 100

Management Contact Center Call Center 100

Global Response

MAY 1, 2023

But first, what exactly is workforce management (WFM)? Workforce Planning Workforce planning is the first step of WFM, and it encompasses both forecasting and scheduling as well as hiring, training and other planning. Once you know what workforce you need, you need to ensure you actually have that workforce.

Call Center 62

Call Center Management outsourcing Coaching 62

ConvergeOne

AUGUST 9, 2022

The first entry in this blog series, which details the first two steps to effective Workforce Engagement Management, can be read here. Step 3: Anticipate the Unexpected with WFM Scheduling & e-Learning. Adapt in Real Time and Self-Manage Schedules with WFM Scheduling.

Management 76

Management Contact Center Metrics Wait times 76

Calabrio

JANUARY 2, 2020

In June 2019, Calabrio acquired Teleopti, offering the perfect path forward for our team, customers, partners and WFM product. Embracing the new era of CX Intelligence means going beyond the simple ‘what happened?’ Therefore, on January 13 we will completely unite under the Calabrio brand. Seamless and consistent communications.

Analytics 88

Analytics Quality management Contact Center Customer Experience 88

Aspect

MAY 18, 2020

T he key features below are examples of what will be necessary to support the priorities of the “new normal” for contact centers: . For example, WFM should save not only the duration in an alarm state but also the time that the agent was out of adherence. . At home, they are largely on their own to solve problems.

Schedule adherence 132

Schedule adherence Average Handle Time Contact Center Surveys 132

Aspect

JULY 15, 2020

N ow contact centers have options, but it’s not clear what the best option will be. On July 14, Aspect released a new version of the Aspect Workforce Optimization Suite including Workforce Management (WFM) , Quality Management (AQM) and Performance Management (APM). But there is still much uncertainty about the future. .

contact center workforce 118

contact center workforce Contact Center Real estate Average Handle Time 118

teleopti

MAY 20, 2019

In Teleopti’s third blog on the subject of change, Patrik Vesterberg explores the value of WFM data to drive effective CX strategies. My two previous blogs discussed how resistance to change is the arch nemesis of customer service and five ways to redefine traditional key performance indicators (KPIs).

Customer Service 85

Customer Service Technology Service level Management 85

Call Design

JUNE 20, 2022

The business case for intelligent automation is simple; it increases customer service agent productivity, reduces the time team leaders and workforce management (WFM) spend on low-value tasks and provides proficiency in streamlined training delivery. Finding time for agent training is essential to improving capabilities.

Coaching 78

Coaching SaaS Engineering Management 78

Call Design

FEBRUARY 1, 2022

Providing the business with a robust forecast is the number one challenge when implementing WFM into the back-office space. The number one failing when implementing WFM into the back office is workload forecasting. Workflow solutions are not always designed to ‘plug and play’ in WFM. Use what is already available.

Workload forecasts 78

Workload forecasts Service level Engineering Consulting 78

Calabrio

JANUARY 2, 2020

In June 2019, Calabrio acquired Teleopti, offering the perfect path forward for our team, customers, partners and WFM product. Embracing the new era of CX Intelligence means going beyond the simple ‘what happened?’ Therefore, on January 13 we will completely unite under the Calabrio brand. Seamless and consistent communications.

Analytics 76

Analytics Quality management Contact Center Customer Experience 76

teleopti

JANUARY 9, 2020

In June 2019, Calabrio acquired Teleopti, offering the perfect path forward for our team, customers, partners and WFM product. Embracing the new era of CX Intelligence means going beyond the simple ‘what happened?’ Therefore, on January 13 we will completely unite under the Calabrio brand. Seamless and consistent communications.

Analytics 70

Analytics Quality management Customer Experience Contact Center 70

teleopti

DECEMBER 7, 2018

We know what you are thinking – 50% seems high! What we’re referring to here is your ‘gross’ attrition at ‘skill’ level. So, what can Contact Centres do in order to improve employee retention? Disclaimer – the solution is not an easy fix and might even go against your instincts! Do it well, genuinely and honestly.

Gamification 48

Gamification Service level Banking Sales 48

Call Design

AUGUST 30, 2022

In the last few years, team leaders, trainers and WFM analysts have faced more and more challenges such as high attrition rates and needing to effectively monitor agent productivity, provide support, deliver training and find ways to improve contact centre operations. Time-Consuming, Manual Processes for Exception Management.

Coaching 78

Coaching Best practices Metrics Management 78

Aspect

FEBRUARY 24, 2020

When efficiency is your focus, many organizations implement strategies with the assumption that workforce management (WFM) should be entirely separate from customer-focused considerations. Download our latest eBook to get started and learn what i ndustry l eaders say they look for in a w orkforce m anagement s olution .

contact center workforce 62

contact center workforce Enterprise Contact Center Management 62

Noble Systems

SEPTEMBER 29, 2020

If you’re a contact center manager, you’ve probably heard a lot about how to manage and engage your workforce with WFM and WFO – especially recently. But what makes WFO different from WFM? What is Workforce Management (WFM)? WFM is a set of processes that helps optimize employee productivity.

Management 86

Management Gamification Quality management Schedule adherence 86

Aspect

APRIL 29, 2020

Aspect partner, Call Design, shares insight regarding how to get the most out of your WFM solution as agents work from home during this global pandemic. They have also been running many different what-if forecasts to get a better understanding of staffing requirements if the surge in contacts continues. Keeping Your Agents Engaged.

Average Handle Time 150

Average Handle Time Interactive Voice Response Personalization Management 150

teleopti

DECEMBER 2, 2019

Nick Smith shares 5 ways to become a WFM guru. . Over the years, I have been lucky enough to work with many dedicated and talented individuals who have achieved some remarkable things with Workforce Management (WFM). 5 ways to become a WFM guru. Never underestimate the power of training on WFM. Get to know your people.

Coaching 68

Coaching Employee engagement Consulting Consulting 68

teleopti

DECEMBER 16, 2019

We’ve explored how advances in Artificial Intelligence (AI) and analytics are pushing the boundaries for Workforce Management (WFM), radically transforming the way organizations manage their data to achieve all-round excellence. Essentially, the world of WFM is shifting up a gear to become Workforce Engagement Management or WEM.

Analytics 73

Analytics First call resolution Contact Center Chatbots 73

UJET

JUNE 3, 2020

But what if you were used to having your entire team in one office and usually spoke to them in person. Agents start work by signing in , but what other technology do they need? What tools and platforms will they need to complete that work too? WFM and QM solutions can help optimize the support organization.

Management 82

Management call center professionals Quality management Feedback 82

Fonolo

AUGUST 15, 2023

In this post, we will look into how occupancy rate is calculated, what value it adds to the vast mix of call center metrics and the problems that can arise if it is used improperly. What is Occupancy in a Call Center? But what about occupancy on its own? It is sometimes referred to as “utilization rate.” Very important indeed!

Call Center 67

Call Center Schedule adherence Agent burnout Contact Center 67

teleopti

JULY 1, 2019

What is contributing to the increase in handle time? More than likely, in addition to these questions, you might be asked to present a summary on what is driving the change in behavior along with an action plan. Situations like this were one of the primary catalysts behind Teleopti WFM Insights.

Contact Center 80

Contact Center Analytics Average Handle Time Self service 80

Aspect

JANUARY 12, 2018

The forecasting portion of WFM remains essentially the same in the Gig Economy. We need new work rules such as: What is the minimum length of a work session? In 50 cities across the U.S., Tapping for-hire drivers, each batch of deliveries is essentially a “gig” in the quickly growing trend of the Gig Economy.

contact center workforce 165

contact center workforce Contact Center At home agents Self service 165

Aspect

JUNE 10, 2021

What happens when a golden agent starts tracking her calls, her downtime spent, and her results get just a little better ? What happens when a golden agent starts tracking her calls, her downtime spent, and her results get just a little better ? What happens when a not-so-golden agent does it? Papers get processed.

Construction 117

Construction Service level Enterprise Analytics 117

teleopti

APRIL 30, 2019

It’s time to apply the principles of Workforce Management (WFM) and here is our 7-step guide: 7 ways to raise the bar for employee engagement. Communicate the strategic value of the individual – engaged people go above and beyond what is expected of them because they feel part of a purpose larger than themselves.

Employee engagement 80

Employee engagement Management Strategic Value Self service 80

teleopti

NOVEMBER 20, 2019

In his latest blog Dave explains that while human automation might be new to some, to others technology has been automating processes for many years. This software does a great job, but I am always having to tell it what to do. The newest feature of Teleopti WFM is Self-Scheduling , and it is a perfect example of Human Automation.

Contact Center 67

Contact Center Engineering Feedback Technology 67

Call Design

JUNE 29, 2020

Look for emotional intelligence, personality, and willingness to learn and ensure the person understands what working in your centre will feel like especially if they have no previous contact centre experience. The success of your contact centre relies on the strength of your agents and management teams. Establish a Coaching Relationship.

Management 202

Management Coaching Consulting Consulting 202

teleopti

OCTOBER 18, 2019

Advances in analytics and AI are pushing the barriers for Workforce Management (WFM) and Magnus Geverts at Teleopti, a Calabrio Company says it’s time to act now to take advantage of new initiatives, starting with a data-infused WFM strategy for better human interactions and superior customer experiences. Gain control of your data.

Customer Experience 66

Customer Experience Average Handle Time Analytics Contact Center 66

teleopti

SEPTEMBER 5, 2019

Dave Hoekstra at Calabrio explores the niggling doubts that can get in the way of building an efficient Workforce Management (WFM) framework. The first time they typically hear about WFM is when another department is about to sign up to the technology but how do they know if it’s the right thing to do?

outsourcing 64

outsourcing Morale Big data Consulting 64

Aspect

JULY 9, 2019

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 you need a boost. Are you able to use all the features in WFM Forecasting? Another ACE is upon us!

Coaching 80

Coaching Management Technology 80

teleopti

JUNE 5, 2019

This blog is a little different than our usual WFM posts but we have some exciting news! The post Teleopti Acquired by Calabrio: A Shared Mission to Humanize the Workplace appeared first on Teleopti Blog. Teleopti has since the start pioneered the human touch as a mission-critical part of customer and employee experiences.

Contact Center 90

Contact Center Chatbots Self service Customer Experience 90

teleopti

MARCH 25, 2019

Erlang C has been a WFM firm favorite for decades. Of course, all contact centers really want is better forecasting accuracy – at least that’s what Teleopti’s customers tell us and whether they apply Erlang C or Erlang A principles, is a matter of choice and largely depends on the individual merits of their own contact center.

Abandon rate 71

Abandon rate Service level Contact Center Wait times 71

Aspect

SEPTEMBER 28, 2017

Most industry leaders agree that their software will eventually reside in the cloud, but what’s the state of the cloud contact center right now? What organization would not want software applications with these advantages: Offers the lowest total cost of use over the lifetime of the software product.

Cloud contact 86

Cloud contact Contact Center Surveys SaaS 86

teleopti

NOVEMBER 4, 2019

Here are 5 ways to buck the trend using a winning formula based on WFM. . WFM: the missing link. It’s time to put an end to technology frustration by embracing a methodology that embraces the proven capabilities of today’s Workforce Management (WFM) solutions. According to recent research , 79.3% Consider the following: 1.

Technology 62

Technology Customer Service Contact Center APIs 62

Monet Software

JUNE 10, 2021

When armed with good forecasts—which contact center automation tools, like WFM software, can help you build—you can create robust schedules that deliver the desired service levels and enhance the call center customer experience. Effective contact center workforce management helps you give employees what they want. 1 Start with Data.

contact center workforce 122

contact center workforce Average Handle Time Schedule adherence Inbound sales 122