Hiring, Utilizing & Managing a Successful WFO Team

Posted by Lane Winward on Thu, Sep 24, 2015

A common difficulty when purchasing Workforce Optimization (WFO), and in particular Workforce Management (WFM) software is hiring, utilizing and managing a successful team. Many times, companies purchase contact center software, receive training and then assign the tasks for WFM utilization to someone’s current job responsibilities. Oftentimes, this person does not have time to learn the sophisticated nuances of using WFO in order to secure a great return on investment for the contact center. It is not a matter of wanting to learn how to use the software the best way, but rather, an issue of having no time to do so.

If this is the case for your contact center, WFO has gone from being beneficial to a burden. What was once intended to streamline manual processes and optimize your contact center has now turned into something that creates stress and ultimately results in the use of the tool failing completely or being neglected.

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Topics: Workforce Optimization

INFOGRAPHIC: Why Intelligent Application Monitoring Tools Matter

Posted by Aaron Renfroe on Thu, Sep 17, 2015

If your contact center employs a Workforce Optimization solution, chances are there are built-in application monitoring and alarming capabilities. The question is, are those monitoring and alarming capabilities enough to take action and make an impact in your contact center’s productivity?

Why Native Application Monitoring Tools Don’t Work

Native application monitoring tools built into contact center software often churn out thousands of alerts each month. These alerts are not only distracting, but most of those alerts are duplicate and only a few require action. So how do you know if these alerts will truly impact your contact center? To find out which alarms are actionable and/or critical to your business you must invest hours of investigation and resources.  

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Topics: Global Monitor

Using Speech and Text Analytics to Find the Voice of the Customer

Posted by Jim Linkhauer on Fri, Sep 4, 2015

With the Internet, customers have more avenues than ever to provide feedback to or about a company. Because the foundation for most businesses is built on the customer experience, it is beneficial to pay attention to this feedback and to have an understanding and appreciation for the voice of their customer.

Finding the voice of the customer is not as abstract and unattainable as it once was. With the use of text and speech analytics, you can find where your customers are talking about you and what they are saying. Being able to collect, analyze and act on what your customers are saying is critical for companies to be able to improve satisfaction and streamline internal processes to ensure the ongoing success of your organization.

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Topics: Speech Analytics, Voice of the Customer, Contact Center

Why the Cloud Works Best for Contact Center Seasonality

Posted by Emily Bolt on Thu, Aug 20, 2015

According to the US Department of Labor, there are more than seven million businesses nationwide that employ approximately 135 million part-time and seasonal workers. Businesses that experience seasonal highs and lows need to be prepared for the increase and decrease in contact center activity that comes along with those fluctuations. Luckily, cloud-based workforce optimization solutions meet these seasonality needs and provide a way for businesses to invest in state of the art software platforms without the high cost of hardware and license fees.

Flexibility is key for all seasonal business needs and the contact center is no exception.

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Topics: Cloud Workforce Optimization

The Transformation of WFM to WFO

Posted by Lane Winward on Thu, Aug 13, 2015

How does the saying go? “The only thing that doesn't change is that everything changes all the time.” I am sure the exact wording of the quote is a bit different, but you get the idea well enough.

As much as it is difficult to do, at this point in my life I am forced to acknowledge that I am climbing up there in years. For good or bad, this means that the way I do many things would be termed “old school” by a lot of people. One example is that when I see the term “WFM” (workforce management) I think of the time when this just meant making schedules for a staffed workforce that more closely mirrors the incoming arrival of work to be done. In my old way of thinking, WFM meant creating a more efficient work model by having “the right people in the right place at the right time.”

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Topics: Workforce Optimization

Call Center vs. Contact Center

Posted by Emily Bolt on Thu, Aug 6, 2015

While these terms tend to be used interchangeably, they do in fact describe two different things. The difference between a call center and a contact center lies in the services that are offered. A traditional call center handles inbound and outbound calls to deal with such things as order placement and status, purchase orders, surveys, and technical support. Contact centers represent the evolution of the call center to meet the needs of customers today in the digital age (source). They are customer centers that can manage multiple forms of voice and data communications, such as: phone, email, live chat, and social media. A fully functioning contact center meets the needs of customers for text and visual communications in addition to phone calls.

All contact centers are call centers, but not all call centers are contact centers.

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Topics: Contact Center

What Everybody Ought To Know About Cloud Workforce Optimization (Infographic)

Posted by Joe Halloran on Wed, Jul 15, 2015

Workforce Optimization users around the world are eliminating the most complex, costly and time-consuming aspects of their Workforce Optimization solutions by experiencing the cloud - a hosted environment that simplifies operations and cuts expenses. In the next year, more than 65% of enterprise IT organizations will commit to a hybrid cloud model, and 11% of IT budget will shift from in-house to cloud delivery. By 2017, the hosted contact center market is projected to reach $3.162 billion, up from $1.761 billion in 2012.

But, one of the most common concerns when it comes to hosting Workforce Optimization in the cloud is security. Cloud data centers are considered to be far more secure than on premise servers and are trusted by a large number of enterprise organizations storing private customer data. By 2019, Gartner research predicts that 90% of organizations will have personal data on systems they don't own or control for this reason. These data centers boast N+N redundancy and are geographically redundant with expert real-time monitoring of the platform.

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Topics: Cloud Workforce Optimization

Improve Customer Engagement with Cloud Workforce Optimization

Posted by Marije Gould on Fri, Jul 10, 2015

In a particularly turbulent economic environment, the ability for companies to attract and retain customers can make the difference between survival and failure. By putting a focus on customers, a company can access vital information needed to understand customer expectations and anticipate what is needed to meet their needs. It is essential to have the knowledge, relevant information and solutions to transform the customer experience and increase the level of commitment of interactions by making them more contextual and more individual. This can be applied to all channels by giving employees the necessary tools to achieve these objectives. While many large companies have the means to invest in technologies that will enrich interactions with customers, optimize their workforce and improve their processes, such investments remain out of reach for many growing companies. In this context, could the cloud to be the answer?

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Topics: Cloud Workforce Optimization

The Need for Intelligent Alarming as a Solution and a Service

Posted by Mike Schorr on Wed, Jul 1, 2015

In a complex, interconnected solution such as Workforce Optimization, downtime can have a cascading effect. One single service failing can negatively impact the entire ecosystem. Specifically in a call recording environment, a single obscure error may indicate systemic issues that could lead to loss of calls, productivity, and revenue. This could then result in levied penalties in regulated environments, and more. All of these things have created the need for intelligent alarming, both as a solution and a service.

Even basic deployments of Workforce Optimization software come with a myriad of potential failure points, some more obscure than others.  Application Uptime, one of the most important things that should be monitored, is more than a buzz phrase; it can represent the vital difference between being in compliance or out of compliance and having satisfied and unsatisfied customers.

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Topics: Managed Services

Master Exceptions with Intradiem Real-Time Adherence

Posted by Nik Moissiadis on Fri, Jun 19, 2015

Typically, when we delve into subjects like contact center operations, efficiency and occupancy, we tend to focus on the agent.  This makes sense, since agents represent the overwhelming majority of personnel in the contact center, as well as the reason companies invest in sizable investments in business tools and automation, such as Workforce Optimization software.  These are the people on the front lines, addressing customer requests, wishes and demands, ultimately contributing to the company’s image in the marketplace. 

However, the availability, responsiveness, skill and knowledge of the agent depends on master schedules published by those responsible for the Workforce Management (WFM) application. Today, inefficiently, adherence to those schedules is managed manually. This means that companies continue to invest in valuable resources, including supervisory and management personnel to ensure they are meeting their real-time adherence goals (an internal metric) instead of refocusing such resources in customer-facing engagements or other key functions

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Topics: Contact Center Solutions

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