Plan for Great Service with the Right Agent at the Right Time with Workforce Engagement.
This last year we saw unpredictable surges and dips in service volumes, leaving many contact centers dramatically under or overstaffed. With the shift to working from home and customer engagements going all-digital, many service employees weren’t equipped with the right resources to be successful.
Watch this on-demand webinar to learn how our new product, Service Cloud Workforce Engagement, is helping companies and teams succeed no matter the circumstances with intelligent forecasting, omnichannel planning, flexible and human-centric scheduling, and agent skilling and empowerment.
Speaker: Uri Pintov, Sr. Director of Product Management, Salesforce
Thursday, August 19
11 am- 12 pm CT
Flip the Script on WFM.
Workforce Managers have a tough, thankless job. Managing staff on a “calm” day is difficult enough, but how often is your center “calm”? Intelligent Automation gives WFMs the technology they need to make each day run smoothly despite never-ending intraday changes. In this complimentary session, you will learn how companies use automation to:
- Reduce costs by boosting efficiency
- Eliminate massive daily manual entries
- Get a seat at the table to set strategy
Join WFM industry leaders to learn, discuss, and explore the future. Brought to you by Intradiem. – Speakers: Derek Eck, Director of Customer Success, & Nathan Belfield, Customer Success Manager, Intradiem
Watch the Webinar
Wednesday, June 30
11:00 am-12:00 pm CT
Balance Work-from-Home and Office Staffing: WFM Tools to Enable the Work-from Anywhere Workforce
With COVID-19 vaccines becoming more prevalent and people feeling better about being in public spaces, more companies are considering if, when and how to bring employees back to the office. There is still uncertainty about how safe it will be to return to a traditional centralized contact center model or whether we should keep the workforce at home.
Many contact centers are evaluating hybrid approaches, using both remote and on premise schedules. In this webinar, Aspect subject matter experts will discuss how workforce management features can be used to seamlessly enable “work-from-anywhere” agents. We’ll also review the how to leverage a mix of remote and in office workers to get the best of both worlds.
Eric Hagaman, Senior Product Manager – Alvaria
Ryan Walsh, Product Marketing Specialist – Alvaria
Click here to view the recording of this web seminar.
Past Web Seminars
Developing Passion for People’s Preferences
For decades, we in the contact center space have realized the importance of ensuring we have the right number of right skilled agents at the right time. The culture has been changing and we all realize we need to empower the agents with more control of their schedules while still meeting the demands of the business. This session will explore different paradigms to ensure preferences are considered while generating schedules. Nick Martin and Paul Chance from NICE will be leading this discussion.
Presenters: Paul Chance & Nick Martin, NICE
Driving Results Through Employee Engagement Initiatives
Employee engagement is more relevant than ever for industry leaders, as companies are adapting to changing employee expectations in the workplace, digital transformation, and the need to attract and retain top notch talent. In addition, employee engagement has a direct impact on staffing optimization and other key areas of contact center operations. NICE has unique angles and ROI considerations on this topic for organizations that want to drive higher employee engagement.
Attend this webinar and join the discussion about the business value of employee engagement initiatives for customer service and sales organizations. NICE will be sharing research data related to engagement initiatives, and discuss solutions to increase engagement through employee autonomy and improving the agent’s work-life balance.
Presenter: Adam Aftergut, NICE
Planning for the Future: Artificial Intelligence within WFM is the New Reality
How can contact centers predict what their needs will be in 3 years or 5 years? Technologies have improved not just the ability to create accurate forecasts with the help of artificial intelligence, but the need to provide solutions that are intuitive and easy to use. The ability to model what if scenarios and provide innovated ways to reverse solve for different variables help contact centers be prepared for the future.
Presenter: Paul Chance, Sr. Product Marketing Manager, NICE
Link to Presentation
Link to Recording
An Update on the State of Workforce Optimization (WFO) in the Cloud
Just as most forms of software are migrating to the cloud, so is contact center software. In this webinar, well known industry analyst Paul Stockford of Saddletree Research will present some of his new findings on use and plans for WFO in the cloud based upon a survey of contact centers just completed in August. Learn about the primary motivators for moving to the cloud, how buying attitudes are changing, and what might be a low risk path to a complete cloud contact center. Jeff Whitt of Aspect Software will follow with an overview of Aspect’s perspective on the cloud contact center and how Aspect Via WFM is delivering on the promise of the on-premises feature set in an Amazon Cloud SaaS environment. Don’t miss this webinar if you are seriously considering a cloud contact center.
Presenters: Paul Stockford, President and Chief Analyst, Saddletree Research, & Jeff Whitt, Solutions Strategist, Aspect
View the Presentation