WFM Insights Webinar Series

Workforce management software is the backbone of an effective contact center and gives you the power to optimally balance the needs of the customer, the enterprise and the agent. It’s a tall order, but WFM really can ensure a great customer experience, increase agent productivity and at the same time ensure agents are engaged in their work – all at a lower operating cost. But in this rapidly changing environment, it’s difficult to stay abreast of the latest technological advancements and industry best practices to make WFM as effective as it can be.

We’ve brought together an industry analyst, WFM product experts and a customer use-case to provide insights and answer questions in this three session webinar series:

What You Really Need to Know about Cloud Contact Centers

Date: Tuesday, November 28, 2017
Time: 8:00 AM PST / 11:00 AM EST

Paul Stockford, Chief Analyst, Saddletree Research

Contact centers, like most forms of enterprise software, are migrating toward the cloud. In this webinar, well known industry analyst Paul Stockford of Saddletree Research, will present some of his new findings on use and plans for WFO in the cloud based upon a survey of contact centers just completed in August. Learn about the primary motivators for moving to the cloud, how buying attitudes are changing, and what might be a low-risk path to a complete cloud contact center. Don’t miss this webinar if you are seriously considering a move to the cloud.

Elevating the Agent Experience Using Customer Experience Tools

Date: Wednesday, November 29, 2017
Time: 10:00 AM PST / 1:00 PM EST

Jorge Cruz, Director, Innovations and Strategy, Aspect Software
Kary Horsley, Senior Manager, Workforce Management, Asurion

Organizations continue to invest in the quality of their self-service tools and agent-assisted service to ensure that consumers enjoy the best possible customer experience at reasonable cost to the enterprise. Many studies, including some primary research by Aspect, show that a happier and more engaged agent is far more productive as well as being a far better emissary of the organization. It’s time for organizations to apply customer experience tools to the agent experience. In this webinar, you will learn about specific technologies that are known to improve agent job satisfaction. You’ll also hear about some ground-breaking work being done by Asurion that is showing significant positive results in absenteeism and attrition as well as saving on overtime and overstaffing. Join us to understand the latest in WFM innovations that improve the agent experience.

WFM Challenges that Keep You Up at Night

Date: Thursday, November 30, 2017
Time: 9:00 AM PST / 12:00 PM EST

Eric Hagaman, Senior Product Manager for WFM, Aspect Software
Jeff Whitt, Solution Strategist, Aspect Software
Mary Ward, Senior Solution Consultant, Aspect Software
Nathan Hollman, Senior Solution Consultant, Aspect Software
Ben Varela, Senior Solution Consultant, Aspect Software

Contact centers are complex organisms, and with this complexity comes difficult challenges for workforce planners. Join our panel of WFM experts to discuss some of the most difficult issues plaguing the workforce team including: workforce planning for an omni-channel contact enter, using business rules to automate scheduling, Work-at-Home agents, balancing business needs with employee preferences, and improving adherence without attrition. We’ll ask our panel about traditional and non-traditional solutions to these issues and solicit questions from the viewing audience to be addressed by the panel.