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Article : My experience at the EMEA Best Practice Conference and Awards London 2012

My prime objective for entering this competition was to win a medal for exceptional performance in the auditing category. I viewed this as an ideal platform for me to showcase my achievements as a Quality Auditor. I intended sharing my experiences with the best in the Industry world wide and this is a morale booster for me.

Learning from the best would with no doubt make me perform at optimal levels which will in turn help the company to not only meet but surpass clients’ requirements. Surpassing clients requirements will make O’Keeffe & Swartz a preferred service provider and will inevitable assist in the business’ drive for innovation and diversification. All said and done, I entered the competition because I strongly believe that I have the ability and the drive to stage one of the best presentations in the world. I want to explore my potential and unleash the winning animal in me.

On a lighter note though, I entered the award so that I could explore the world, and also to once again raise the O’Keeffe & Swartz flag higher and higher as the employer of choice where staff development plays a pivotal role.

I was overwhelmed when I got selected to present, it was like a dream come true. I have always known that I have the inner drive to achieve any set goals but it has never occurred to me that I can achieve these at international level. The feeling of selection was awesome but intimidating at the same time given that this was my maiden venture. I did not know what and how to prepare but still believed that I will stage one of the best presentations. Preparing for the presentation was a grueling encounter based on the fact that I did not know what content would be world class, compressing this material to a 10 minutes showcasing slot and let alone standing in front of an audience to share my piece.

To be honest, when I did my first presentation to the company, the attendees were ruthless in their criticism to a point where I told myself that this was not for me. The irony of it is that I just suddenly found myself embracing the criticism and made remarkable strides in improving my presentation. I must say, however, that it was not an easy walk to London as I had to present again and again to my friends, family, colleagues and even to myself in my sleep. The fear of judgment if I did not make it was a constant source of encouragement for me hence I made it a point that I stage my best.

When I got to London, I knew I had prepared adequately but anxiety became the order of the day especially on Monday 25 June having witnessed a couple of presentations. By the end of the day I started gaining confidence as the participants were friendly and all anxious, I realised that I was not alone. Going for the cruise cooled my nerves as I interacted with quite a number of attendees, sharing our experiences and our general feelings regarding the event. The reality of the matter is that we were all nervous including the seasoned presenters.

My presentation was on Tuesday, 26 June and I woke up around 03h00 and I couldn’t sleep as my mind paced up and down. This was a defining moment for me as I tweaked my presentation for the last time and convinced myself that my approach would be to be more elaborate on best practice tips that I thought made me unique. I did just that and gold came my way, as a team, we kept motivating each other, presenting to each other and this kept us going, we were a united front with one mission i.e. getting as much medals as possible.

On the day of the presentations, I was inspired by my colleagues who presented before me, their presentations were top notch and I couldn’t let the team down. The first opening minutes of my presentation were a mess as I could not click forward to my second slide, it was at this moment that I realized that a little joke at what I was experiencing would be a nice ice breaker hence I said " the machine is not user friendly at all". When the audience bust in laughter, I knew at that moment that I had them now and had to do my best just to keep them. As the presentation unfolded, I felt more confident, relaxed and most importantly in control. I was completely at ease when we progressed to the question and answer session.

The award ceremony and the gala dinner were splendid, the venue was excellent and the experience exhilarating. The organization of the event was fine tuned to meet all our needs, it was quite a captivating event. Thanks for such a life time experience, quite a world class one.

I felt like a hero when my manager and others came to meet us by the air port, I could not believe my eyes. The experience was amazing. When we got back to work, we were all treated like icons and even had a celebration to this effect. I feel proud and greatly honoured to be part of this company. I must say, though, that I am still picking this and that from all the presentations with a view of properly knitting and rolling these out to the entire business.

My perception of myself has greatly changed, I feel more confident and believe strongly that the sky is only the beginning and not the limit. My self esteem has indeed been enhanced and bench marking against the best has given me more insight into what we could do better as a company and what I need to improve on as an individual.

Thanks to all.

Mxolisi Dube (OKS)

Interested in the Annual Top Ranking Performer Awards and/or Best Practice Conferences?
Find out more at www.ContactCenterWorld.com/worldawards (awards)
www.ContactCenterWorld.com/conferences (conferences)


About O'Keeffe & Swartz Consultants:
Company LogoO'Keeffe & Swartz is serious about sales! O'Keeffe & Swartz specialize in the sale of simple insurance products to affinity lists. We have a history of outstanding sales performance in our chosen field and have obsessed about insurance direct marketing for over 18 years. As an outsourced service provider we have the ability to deliver superior sales results to our clients, including the major banks and insurance companies within South Africa. O'Keeffe & Swartz have a proven track record with multiple award wins within our industry. Our world-class, best practices in the fields of predictive dialing, list management, quality assurance and verification underpin these results and ensure good quality sales are made. O'Keeffe & Swartz is an authorized financial services provider.
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Today's Tip of the Day - Keep Cost In Perspective

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

Published: Saturday, August 25, 2012

Printer Friendly Version Printer friendly version

2022 Buyers Guide Workforce Management

 
1.) 
Alvaria

Alvaria Workforce
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.

2.) 
Alvaria

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.

3.) 
Calabrio

Calabrio ONE
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.

4.) 
eGain Corporation

eGain Solve
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.

5.) 
Eleveo

Eleveo WFM
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.

6.) 
ethosIQ, LLC

BPO Optimizer
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.

8.) 
MFE International

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.

9.) 
OpsTel Services

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.

Speed features:

*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...
(read more)

10.) Phonestat

Phonestat
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.

11.) 
Vads

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.

12.) 
QPC Ltd.

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.

13.) 
Simucall limited

Assessment of Contact centre job applicants
Pay As You Go remote assessment tool for contact centre job applicants.

NO set up or registration fee and NO minimum use contract

Assess your applicants ability to listen to a caller, recognise the important pieces of information and record them into a logging system swiftly and accurately under pressure.

Full management dashboard

Pay per completed assessment (no charge if abandoned or not taken by the deadline you set)

Choice of assessment environments - including Insurance claims, Financial transactions, Emergency service calls, Utility defect report and IT Helpdesk

Variety of UK accents used by callers (of different ages and genders)

You retain control of all communication with the applicants
 

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