Online Event Replays: Workforce Optimization

Listen as we share best practices you should consider to not only maintain customer relationships, but also build profitable long-term, loyalty-based relationships.

Learn about the new features and functionality that will help further align the contact center with the enterprise, optimize resources, and solve staffing challenges.

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.

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.

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.

Discover how you can turn social media conversations into opportunities for better customer service.

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.

During this session we'll discuss helpful tips and tricks that can help you and your your staff manage your workload more efficiently.

During this session we'll uncover the voice of the customer surveys. Find out ​what they are saying about your products, services, and agents.

From quality management to workforce management, we'll discuss how to justify coaching as well as dive into best practices and automations.

Discover tips and tools for environments with "hot desking". Also find out how to simplify the process while improving seat utilization.

Learn how Aspect Workforce Management can enhance productivity using Unified Communications while improving agent schedule adherence.

• What Is a Back Office
• Back Office Business Objectives
• Top Ten Tips for Optimizing Back Offices

Learn how Aspect Workforce Management can be configured to improve scheduling efficiency while complying with union and multi-national scheduling requirements.

• 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

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

• Standard Reporting within Product
• Modify Crystal Report
• Advanced Data extractions

• 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

• How to build Quality Management scorecards
• How to calibrate scoring to ensure consistency across reviewers and time

• 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

• 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