Workforce Optimization Webinars

Effective Workforce Management (WFM) is a strategic imperative for companies today, offering important insight and business value beyond just its traditional application in the contact center.

Tune into our on-demand webinars to see how WFM solutions from Aspect are driving efficiency and operational improvements both within the contact center and across the enterprise.

Incorporating Quality Data Into Managing Your Workforce 10/6/11 Learn how you quantify the value of your quality data on agent and back office employee performance. This session demonstrates a number of ways to use the insights you gain from these scores to your advantage.
Benefits of Aspect Workforce Management 7.4 9/14/11 Learn about the new features and functionality that will help further align the contact center with the enterprise, optimize resources, and solve staffing challenges.
Realizing the Full Potential of Workforce Optimization 8/17/11 Kurt Dixon of Catalyst Rx presents how a full-service pharmacy benefit management company obtained better visibility into the its back office and remote agents.
Getting the Most Out of Agent 2.0 8/16/11 View the replay and see how you can empower your agents with the right resources - and the right environment - to consistently deliver a next-generation customer experience.
Driving Results with Interaction Analytics 7/14/11 Discover how customer interaction analytics can help identify and eliminate inefficiencies, enhance the customer experience and readily retrieve contact records to quickly resolve disputes while complying with legal requirements.
Mastering the Social Dialogue in Your Contact Center 6/9/11 Discover how you can turn social media conversations into opportunities for better customer service.
Performance Driven Quality Management 5/26/11 View on demand how you can use all of your data – performance data, quality data and survey data – to inform, automate, and dramatically improve your operations.
Workforce Management Tips and Tricks 4/6/11 During this session we'll discuss helpful tips and tricks that can help you and your your staff manage your workload more efficiently.
Voice of the Customer Surveys 3/10/11 During this session we'll uncover the voice of the customer surveys. Find out what they are saying about your products, services, and agents.
Contact Center Coaching 2/10/11 From quality management to workforce management, we'll discuss how to justify coaching as well as dive into best practices and automations.
Seat Planning & Management 1/13/11 Discover tips and tools for environments with "hot desking". Also find out how to simplify the process while improving seat utilization
Unified Communications Enabled Workforce Optimization 12/9/10 Learn how Aspect Workforce Management can enhance productivity using Unified Communications while improving agent schedule adherence.
Top Ten Best Practices for Starting a Back Office 12/9/10 What Is a Back Office Back Office Business Objectives Top Ten Tips for Optimizing Back Offices
Scheduling Efficiency 11/18/10 Learn how Aspect Workforce Management can be configured to improve scheduling efficiency while complying with union and multi-national scheduling requirements.
Workforce Management 7.3 11/18/10 Learn how Workforce Management 7.3 improves planning and scheduling across Back Office & Contact Center Collaboration efficiencies through Unified Communications powered Workforce Optimization Reduced cost & deployment time with a IT ready solution
A Sneak Peak at Aspect's New Workforce Management Analyze 7 Release 9/09/10 Aspect's Workforce Management Analyze 7 release can improve productivity, reduce costs and increase customer satisfaction and campaign revenues using a powerful new feature set: Improve sales conversion rates up to 100% by spending 10% more time coaching your team using Analyze's new automated coaching module Create custom dashboards to display individual and team performance Import non-workforce management metrics such as revenue per call to focus agents on broad based initiatives Learn how the platform has been updated to support Microsoft's latest technology releases including SQL Server 2008, Windows 2008 and Internet Explorer
Creating Custom Reports 9/08/10 Standard Reporting within Product Modify Crystal Report Advanced Data extractions
Popular Shortcuts in Workforce Management 8/04/10 Useful new time-saving features in Aspect Workforce Management 7.3 Advanced grid layout design and use Examples of how to group, filter, sort, save and export data for streamlined viewing and reporting
Quality Management Scorecard Strategies 7/07/10 How to build Quality Management scorecards How to calibrate scoring to ensure consistency across reviewers and time
Multi-Skill Scheduling 06/02/10 Useful new time-saving features in Aspect Workforce Management 7.3 Advanced grid layout design and use Examples of how to group, filter, sort, save and export data for streamlined viewing and reporting
Workforce Management in a Back Office 05/05/10 Reducing handle times for emails, account openings and customer research How back office procedures benefit from new technology Cost saving benefits of a unified platform

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Customer Experience Learn how Aspect can help you support your customer experience initiatives in the contact center and throughout the enterprise.	Customer Service Centers Discover how Aspect can help customer service centers build better customer-company relationships.
IT Professionals Managing a diverse infrastructure is challenging. Learn more about how Aspect can help you reduce complexity and costs.	Collections Centers Gain insight on how Aspect can help collections centers increase productivity, improve promises to pay and reduce costs.
Outsourcer Centers High productivity, reducing costs and providing the highest level of service is critical. Aspect can help you.	Telesales Centers Enhance sales and telemarketing processes by partnering with Aspect. Learn how we can help.

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