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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)
 
Sharon Lensky
Support Manager
The American Physical Society
United States

"Email is our life's blood. We don't fuss too much with bureaucracy. We don't put calls into a ticket system unless we need the cooperation of other groups to accomplish a lower priority task...in which case it gets filed away."
About The American Physical Society

The American Physical Society strives to:
  • Be the leading voice for physics and an authoritative source of physics information for the advancement of physics and the benefit of humanity; (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."

 
Joseph Cox
Director
Intrado
United States

"West utilizes Spectrum®, a web-based workforce management system. Spectrum allows us to properly forecast, schedule and manage labor real-time in our complex multi-site, multi-skill enterprise. Spectrum technology is essential to our agent management role – allowing us flexibility to configure unique workforce strategies for each of our customers. Spectrum also allows for a tremendous amount of agent self-scheduling which significantly reduces the workloads of my workforce management team."

 
Craig Bergen
Senior Workforce Manager
National Instruments
United States

"We use the following tools for our service center: IEX Workforce Management, Oracle CRM, Aspect phone switch along with Aspect system management suite and Director.

In addition, we have built several in-house tools to assist with visibility and management of our workload. These include a fax server database to house all customer faxes and purchase orders, an email tracking database that ensures all emails are answered in a timely basis. To complement these tools we also built and "Workforce Dashboard" that queries all databases for workload every half hour and displays the workload graphically for our operations person to better manage the transactional volume and workforce."

 
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)
 
Clarence Daniel
Call Center Analyst
NetSpend
United States

"We use plain Excel with an Erlang add-in."

 
Heather Love
Resource Planning Manager
Kura
United Kingdom

"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."
About Kura

RESPONSE is a customer contact centre and business process outsourcer, providing services for a number of the UK’s most successful brands. With over 2,200 employees across three locations, we manage o... (read more)
 
Mostafa Jamal Galib
Additional General Manager, Customer Service
Grameenphone
Bangladesh

"Using 'Teleopti CCC' - it is good to monitor leave, adherence & to check the scheduled workforce in daily operation & their activity; helps to see various reports as well which are really helpful."
About Grameenphone

Grameenphone is the leading telecommunications service provider in Bangladesh. With more than 32 million subscribers (as of June 2011), Grameenphone is the largest cellular operator in the country. It... (read more)
 
Oreste Vidoli
Head of Customer Recovery Department - Manager
Unicredit Group
Italy

"we use GeMo IT Platform internally developped and linked to Genesys Predictive Dialer"
About Unicredit Group

UniCredit Group is an Italian global banking and financial services company with approximately 40 million customers and operations in 20 countries: Austria, Azerbaijan, Bosnia Herzegovina, Bulgaria, C... (read more)
 
Kathie Drayton
Director of Workforce Management
VIPdesk Connect
United States

"We utilize Apect's eWFM, Empower, and RTA. This allows us to do contact volume, agent requirements and generate schedules while tracking real time and historical compliance."
About VIPdesk Connect

VIPdesk Connect, a U.S. based provider of outsourced home-based customer care services, utilizes a home-based team of Brand Ambassadors (BAs) located across 23 States. VIPdesk Connect hires awesome pe... (read more)
 

Today's Tip of the Day - Allow Enough Space For Data

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

Published: Friday, June 18, 2010

Printer Friendly Version Printer friendly version

2020 Buyers Guide IVR

 
1.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

2.) 
Megacall

Virtual Switchboard
Megacall provides a fully customised Virtual Switchboard software for all companies (including IVR service). No matter the size of your business, our services adapt to the needs of each client.

Are you looking for a more effective way to communicate with your customers? Discover the advantages of using the IVR and how it can help in your communications.
PH: +34 952 667 511

3.) 
MightyCall

MightyCall's IVR that will increase your business’s efficiency at a fraction of the cost of a secretary. Your auto-attendant is designed to:
- Greet callers
- Deliver necessary information
- Forward calls to the appropriate extension
- Take human error out of the system
PH: +1 (888) 256-8312
 
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