Whilst some organisations have seen a massive uptick in D&I activity in the aftermath of the murder of George Floyd. Others have seen major programmes, like leadership development and diversity projects take a back seat for business critical activities bought about due to the pandemic.
Whatever the situation EDI is here to stay, especially as more private equity and venture capital firms are now asking for and looking for more diversity and sustainability across their portfolios. EDI and ESG initiatives should already have a seat at the boardroom table and if not they are waiting at the door to be let in.
But where do you start and how do you develop a better initiative across Diversity, Equality and Inclusion?
How do you help your leaders become more effective at leading higher performance inclusive teams?
How do you create a more effective onboarding strategy which incorporates talent, acquisition and retention activities that don’t just tick a box and hit a quota but deliver long term sustainable shifts in the dial and realise better equality and inclusion for everyone…
These are some of the subjects we covered in a series of EDI Cohorts and confidential collaboration events.
As with all large scale fundamental change and behavioural change, these initiatives take time.
We have seen many businesses fall foul of working towards agreed quotas and averages, only to see huge efforts and wins at hiring diverse talent and leaders, fail as this same talent starts leaving in waves as the inner workings of the organisation have not changed.
Without inclusion there is no diversity!
This last 6 months we teamed up with Martin Hill-Wilson of Brainfood Consulting and Angella Hill-Wilson of Bridgehouse Consulting to bring a series of events to our network on EDI/DEI, Equality, Diversity and Inclusion.
If you would like to know more and help your business shift the dial on diversity, hire more diverse talent and leaders, to stop losing your diverse talent, understand the difference between equality and equity, help develop good foundations and practices, then do get in touch.
In this short 40 second clip, hear from Angella on why laying out a description of Diversity matters to your business and folk.
Douglas Jackson is a high end retained search consultancy, working with customer and consumer centric business to hire diverse impactful leadership. When exceptional leadership matters.
Publish Date: October 11, 2021 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.
|Stop Losing Your Diverse Talent||October 11, 2021 5:00 AM|
|Help to move the dial when it comes to EDI…||April 28, 2021 5:00 AM|
|The Impact Room – Jo Causon CEO Institute of Customer Service||April 13, 2021 5:00 AM|
|Developing Extraordinary Talent and Great Leaders||January 19, 2021 5:00 AM|
|Merry Christmas and Christmas Opening 2020||December 23, 2020 5:00 AM|
|Planning Your 2021 Talent Acquisition Strategy?||November 17, 2020 5:00 AM|
|How You and Your Leaders Can Emerge Stronger and More Successful||August 24, 2020 5:00 AM|
|Returning to the office…Covid Recovery for business…||August 4, 2020 5:00 AM|
|Searching For Excellence and Geisha Recruiters???||June 3, 2020 5:00 AM|
|Is Customer Experience Really Dead?||May 28, 2020 5:00 AM|