If you are like many of the customer and employee focused business leaders and HR Directors we are talking to, resilience and the ability to attract and develop resilient leaders is critical at this time.
We have been speaking with a number of business leaders, CEO’s, CCO’s, COO’s, and HR Directors about the resilience of their leadership team.
Having resilient leaders at the moment is critical for you to achieve success, to make money, save money, lead your teams and colleagues.
What if you do not feel you have enough resilience in your leadership team?
Maybe you are asking how do I recruit for resilience?
How do I measure resilience in our leadership team?
Recent business insight published by McKinsey states ‘To emerge stronger from the COVID-19 crisis, companies should start reskilling their workforce’s now’
‘Even before the crisis, 87 percent of executives said they were experiencing skill gaps in the workforce or expected them within a few years. But less than half of respondents had a clear sense of how to address the problem.’
The report goes on to state that ‘current trends are accelerating the need to enhance skills’ and ‘adapting employees’ skills and roles to the post-pandemic ways of working will be crucial to building operating-model resilience.’
The great news is that resilience can be taught.
It can improve with interventions.
As we know how important resilience, emotional intelligence, social intelligence and motivation is to our clients and customers at this time, we are able to offer our clients a comprehensive assessment process, insight and report which will help you measure the levels of resilience, EQ, SQ and motivation in your current leadership team.
A comprehensive assessment of your leaders, which will give them the chance to demonstrate personal excellence in the workplace.
The assessment helps you recruit and develop self-aware individuals who are able to self regulate and self-manage.
An assessment, insight and comprehensive report that can be used to develop better resilience in your leadership team.
Contact us to learn more and see if this tool and process will help you recruit and or develop a more resilient, more effective, more successful leadership team. Contact Hannah Louise Cox, 01543 231072, or Michelle Ansell, 01543 231071, both of who are accredited interpreters of these reports and who can carry out a free no obligation audit of your situation.
Douglas Jackson help customer and employee led business leaders and HR Directors substantially improve the recruitment and retention of their new hires, saving you time and money.
Publish Date: August 24, 2020 5:00 AM
Alvaria Workforce (formerly Aspect Workforce Management) is a high-performance contact center software solution that provides the forecasting, planning, scheduling, employee self-service and real-time agent tracking to ensure that all agents and supervisors are productive, engaged in their work and delivering an exceptional customer experience.
Noble ShiftTrack WFM
Maximize the efficiency of your contact center and meet/exceed customer expectations with workforce engagement tools that help you accurately forecast workloads, match the right resources to your needs and keep agents motivated. More than just scheduling agents and tracking shifts, Noble’s ShiftTrack WEM solutions optimize labor costs, manage capacity more effectively and improve service levels.
Calabrio ONE offers contact centres the complete toolset to unlock the tremendous value buried within customer interaction data and use it to transform the entire business. One seamless solution combines a fully integrated workforce optimization suite with powerful voice-of-the-customer analytics tools deployed—in the cloud, on-premises, or in a hybrid environment.
Capture every customer interaction across all channels. Extract predictive and prescriptive insights. Elevate customer experiences, improve employee engagement and increase operational efficiency. Then, extend customer-centric strategies across the business to accelerate sales, drive innovation and move your business forward.
Rated #1 by analysts and trusted by some of the biggest brands in the world, eGain Solve helps businesses design and deliver smart, connected customer journeys across social, mobile, web, and contact centers. You can sell smarter, serve better, and know more.
Eleveo WFM was designed to simplify scheduling, forecasting and adherence for commercial contact centers with 500 agents or less. The product is easy to use for supervisors who are not WFM experts, but provides value for scheduling, shift changes, schedule adherence and supports multi-channel and multi-skill requirements. Eleveo WFM was built using open source, cloud technologies but can be installed on premise, in a hybrid environment or hosted for you in AWS.
ethosIQ’s Business Process Outsourcer (BPO) Optimizer allows clients to manage their vendor contact center resources without requiring manual intervention through our manufacture-agnostic data collector processes. ethosIQ collects schedule and exception data, based on your desired parameters. Collection of data is transparent and doesn’t require intervention from either you or your vendor resource. You know your needs, and now you can manage those needs effectively, efficiently and effortlessly, using ethosIQ’s BPO Optimizer!
|7.)||Lieber & Associates|
Technology Consulting Services
Lieber & Associates provides consulting services to select, contract for, test, implement, and optimize workforce management systems. It's technology consultants have worked with all major systems and many smaller ones. Counsel is informed by several decades of WFM experience.
Agyletime Cloud Workforce Management
Agyletime is an enterprise grade true Cloud WFM and t is channel agnostic .
Its ease to Use , easier onboarding, forecasting and better scheduling.
You can integrate to CRMs such as SFDC, Zendesk, ServiceNow and others and to telephony systems such as AVAYA, CISCO, Genesys and other cloud telephony systems ; to independent Chat systems to aggregate data for WFM omnichannel forecasting, scheduling, optimisation and reporting.
SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.
Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.
Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.
*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
Track staff performance, capture meaningful feedback and deliver quality customer experiences using Phonestat. Our cloud based solution allows you to create simple scorecards to provide instant feedback and training to your staff.
There are powerful integrations to source interactions from anywhere and an open API to allow you to build your own.
VADS Workforce Management
VADS Workforme Magaement is a smart tools that gives connectivity to the workers while working remotely. An intelligent workforce management system that aims to improve operation efficiency with the end goal to provide first.
QPC WFM - Calabrio/Teleopti Specialism
QPC has a long and successful history of delivering tried and tested innovative workforce management systems, and the training and consultancy needed to ensure organisations can leverage the customer service and operational efficiency benefits workforce management principles and automated workforce management systems can deliver.
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