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Workforce and Contact Center Optimization Solutions – White Papers

  • Emergency Communications Training White Paper

    As Next-Generation 9-1-1 (NG9-1-1) evolves from a conceptual vision into a defined, architected set of standards, its impact on EMS, 9-1-1 centers, and other public safety answering points (PSAPs) is expected to be significant. In addition to triggering major changes to the technological infrastructure currently used for emergency communications, NG9-1-1 will necessitate new processes, procedures—even skill sets—within communications centers. The extent of these changes will almost certainly make training call takers and dispatchers vital to NG9-1-1 success. However, this poses a potential problem, since funds for training are in short supply, and training programs tend to be among the first items trimmed from the budget when agencies must redirect their resources. Continue reading Read More

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  • Speech Analytics in Today’s Emergency Communications Center

    Public safety answering points (PSAPs) often receive requests from law enforcement officials to retrieve 9-1-1 call recordings to collect evidence, review call content, and note the date and time of calls. What if PSAPs could do more than simply hand over the recorded conversations? What if investigators could leverage calls in the 9-1-1 center to piece together a flow of events, surface evidence, and identify related, yet previously undetected, calls that could add depth to an investigation? Continue reading Read More

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  • Fundamentals of Contact Center Analytics

    Many businesses work hard to stay connected with their customers through advertising, loyalty programs, special events, surveys, and other activities. In doing so, they often overlook the value of the customer interaction data captured in their contact centers each day. Too often, this data is used solely to track internal performance metrics, which — while important — seldom provide insight into customer opinions and the overall customer experience. Continue reading Read More

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  • Home-Based Agents and Workforce Optimization

    This paper examines the economic and social drivers behind the upsurge in interest in home-based agents. While best practices are still emerging, the work-at-home agent model is currently characterized by a broad range of approaches implemented by in-house and outsourced contact center management teams. Moving past the phenomenon of casual, one- or two-day-a-week home agents, some centers are creating “seldom-see” and “never-see” home-agent models. This paper addresses the unique management challenges inherent in these models and explains why a workforce optimization (WFO) infrastructure is a key factor for success in this environment. Continue reading Read More

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  • Spreadsheets and Workforce Management

    This paper discusses workforce management from the perspective of the small and medium contact center. The paper reviews the manual forecasting and scheduling process, identifies execution-oriented problems associated with using spreadsheets for this process, and explains how a robust workforce management (WFM) solution can be particularly helpful to small and medium centers. Continue reading Read More

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  • Whitepaper – Voice of the Customer

    Enterprises have long paid lip service to the “voice of the customer,” but the truth is that customer feedback is often overlooked and consigned to a database, rather than serving as the source for improving products or processes. This paper discusses the importance of capturing the voice of the customer through real-time customer feedback, quality monitoring, and speech analytics to provide actionable information for improved decision making. Continue reading Read More

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  • Meeting Your Customers’ Expectations Can Get You Their Vote

    Today’s businesses are campaigning for customers — customers who “vote” with their wallets and are flooded with choices from a global array of candidate providers. Continue reading Read More

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  • Workforce Optimization: a Business Process

    This paper defines and examines workforce optimization — a convergence of four key contact center functions that work together in support of a greater customer service advantage. The paper emphasizes the changes that organizations must make to get maximum value from workforce optimization, discusses barriers to effective implementation, and provides insight into the pivotal role that workforce optimization plays in operating customer-centric organizations. Continue reading Read More

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