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Article : Managing The Workforce With Technology

We ask our members to share their experiences managing the workforce using technology

Eric Schutte
WFM Manager
STARTEK South Africa
South Africa

"Globally we are using Aspect WFM, however, this must still be rolled out to Aegis SA. I will be the implementations project manager for ensuring that Aspect WFM gets rolled out successfully in S.A. The international campaigns are currently receiving rosters and shifts from the WFM team in India that are working on the Aspect system. All workings that we receive from the WFM team gets checked to ensure that it is correct and complies to SA Labor law. As we integrate the Aspect system in S.A., campaigns will be transferred periodically onto the system.

By creating a WFM Tool in Excel, it has taught me a great deal about the mechanics of WFM which includes:
• The elements that need to be included in calculations
• How to calculate shrinkages.
• How to make the best use of an agent
• How to schedule agent manually

A system will work out shrinkage percentages and a roster with call arrival patterns, but a manual system gives you the insight on the how and the why."

About STARTEK South Africa

StarTek is the customer care expert in business process outsourcing. Our job is to improve and manage the customer experience for our clients. StarTek’s suite of solutions includes sales, order manage... (read more)
 
Todd Howard
Manager
State of Oregon
United States

"Recently we updated to a Cisco VIOP phone system. We are using the available real time and historical reports made available with the phone system. We have a few simple home made tools that we employ for scheduling and managing the workflow. We are in the middle of obtaining a workforce management system to help us with forecasting, scheduling and adherence. I am hopeful that a solution or combination of solutions will greatly enhance our ability to serve our customers."

 
Vala Marcou
Marketing Manager
Business Systems UK Ltd
United Kingdom

"The HR department is using software called HCM, which facilitates a number of HR processes, such as hiring, payroll, and leaves management. This software enables the HR department to follow automated procedures that ensure time efficiency and minimization of human error. The specific software is also a valuable tool for reporting purposes as it produces various reports for internal, (headcount, FTEs, education level, etc) and external purposes, (social security, employment bureau, etc)."

About Business Systems UK Ltd

Business Systems is the UK’s largest independent provider of call recording and workforce optimisation solutions to organisations with critical phone-based interactions including Financial Institution... (read more)
 


"We use a workforce management tool called IEX TotalView and find it crucial to the management of the workforce. It assists us by providing a centralised platform which is vital when operating across multiple sites. It enables us to forecast workload accurately and to create efficient and effective schedules against these forecasts. Using the ‘what-if’ scenario planning functionality we are able to analyse the effects of business changes and determine the impact on staffing requirements and performance."

 

Today's Tip of the Day - Information Gathering Saves Your Company …

Read today's tip or listen to it on podcast.

Published: Friday, June 18, 2010

Printer Friendly Version Printer friendly version

2024 Buyers Guide Knowledge Management

 
1.) 
168Solution

Contact Center Innovation Channel and Digital Transformation Enabler
Providing Research, Training and Consulting related to Customer Experience Delivery, support Project Management by Unit or Corporate.
Have the ability to conduct research for specific needs.
Having deep knowledge on the Digital Interaction/Contact Center / Omni Channel / CRM various Stakeholder and Emergency Response ecosystem in Indonesia.

2.) 
eGain Corporation

eGain Knowledge + AI
eGain Knowledge+AI™, the top-rated, analyst-awarded knowledge management software, guarantees quality customer service by infusing your customer service agents with knowledge, making all agents as productive as your best ones. By providing agents and other users a range of ways to get to information from the common knowledge base, it ensures fast, consistent, and accurate answers.

3.) 
FuzeDigital

FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.

4.) 
Knowmax

Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.

5.) 
livepro

Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.

6.) 
ProcedureFlow

ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.
 

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