Explore how Aspect WFM helps contact centres balance cost, flexibility and CX in AI-driven era.
Getting Workforce Management Ready For The Next Wave Of CX with Aspect WFM
How to Create a Successful Contact Centre
When starting a new job as a customer service agent at a contact centre, agents are trained, coached, and taught how to handle difficult calls. As the agent’s progress in their careers, they may take on new roles and responsibilities with little to no training or coaching. Either managers do not have time to provide this guidance, or they assume that the agents know what they are doing. Managing an entire team is also challenging for the manager. Below are some ideas on how to improve that interaction.
Outstanding Behaviours Contact Centres Can Implement
Contact centres often do not analyse the key behaviours for successful employees. Below are are thoughts on what should be considered for the agents as they join or continue their roles as agents.
The Role of Technology in Workforce Management
WFM has come a long way. As organisations grow more complex and customer expectations rise, the demand for accuracy, flexibility and speed in managing people has never been higher.
Why Workforce Management Matters
Discover why workforce management matters. Learn how WFM boosts efficiency, customer experience, staff engagement, compliance and decision making.
What is Workforce Management?
Workforce Management aligns people, strategy & technology to boost efficiency, engagement & customer outcomes.
Forecasting in Contact Centres: Do you really need AI?
Discover when AI forecasting adds value in contact centres, where traditional methods still win, and how to choose the right approach for your WFM team.
How Cloud-Based Workforce Management Solutions are Advancing Efficiency and Scalability
Focusing on digital innovation and robust reliability, workforce management solutions also underpin new operational standards to manage resources optimally in pursuit of sustained service excellence.
Why You Should Always Involve Your WFM Team in Your Change Management
Despite the attention given to product planning and project and change management, we find one key team is often left out of the loop: the Workforce Management (WFM) Team.
10 Ways to Delight your Frontline Agents (Without Sacrificing Schedule Fit)
There’s nothing quite like the feeling of receiving positive feedback on a schedule you just published.
