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How Effective Are You at Operational Management?

Is your organization struggling to achieve its performance goals due to operational silos? If so, you’re not alone. I see this time after time across industries and company cultures. Data, systems and processes differ from group to group. Wouldn’t it be great if the key management processes across the organization were consistent—with a single repository […]

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Employee Engagement Does Not Equal Employee Effectiveness

We hear a lot today about employee engagement. But according to the Hay Group, “engagement alone does not drive employee effectiveness.” Employees also need to be enabled. In other words, employees need to be in the right role and given a supportive environment with no significant barriers to performance.”1 To measure and manage employee effectiveness, […]

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A New Enterprise Approach to Process Improvement Drives Customer Value

Most process improvement initiatives start as a reaction to a missed goal in a division or workgroup. The managers overseeing this division decide to improve the process to try and improve outcomes. Yet, this approach may be flawed from the start. Improvements made in silos fail to account for activities related to the process that […]

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Create a Continuous Improvement Quality Program Enterprise-Wide

Quality Monitoring has been a staple of service organizations for decades now. How many times have we heard, “This call is being monitored for quality assurance,” when calling into a company? But this capability and focus on quality has mostly been limited to the contact center. Why? The customer journey often times does not start […]

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You’ve Finally Got the Back-Office Data. Now What?

I’ve written many times about how the back-office support functions have lacked the tools and data accessible to their contact center or front-office counterparts. Fortunately, with the emergence of back-office workforce optimization solutions (view the infographic), this is rapidly changing. However, a new challenge is appearing as a result of these solutions. What does a […]

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Enterprise Workforce Management—A Customer Q&A Session

Recently, Verint held an Ask the Experts webinar for its customers on the topic of enterprise workforce management (WFM). I had the honor of being one of the SMEs along with Paul Stockford, Chief Analyst, Saddletree Research.  The questions answered during the webinar varied but were primarily around the challenges of implementing workforce management across […]

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Is Your Back Office Prepared for Workforce Optimization?

Many organizations are recognizing that the very Workforce Optimization (WFO) solutions used in their contact centers for decades can now help their back offices. Insights gained can help them better understand, structure and leverage their back-office operations to improve the customer journey. Expanding WFO into the non-phone or non-customer facing parts of an enterprise requires […]

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Transforming the Invisible Back Office into a Competitive Differentiator

For a quarter of a century, contact centers have relied on workforce management software and business processes to bring visibility, transparency and consistency to managing work, capacity and people. Today, sophisticated workforce management solutions not only help contact centers schedule and manage the right number of agents with the appropriate skills, but can also provide […]

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Top 3 Uses for Desktop and Process Analytics

Desktop and Process Analytics have been around for a while now—this valuable tool set has a myriad of uses. And yet, many are narrowly focusing their use of it. We see many of our customers using the solution to solve three common problems: Stop/resume recordings for Payment Card Industry (PCI) compliance and data tagging recordings […]

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The Spotlight Is On the Back Office—Finally!

Managers and executives responsible for the back-office, the non-customer facing area of an organization that processes the goods and service requests of its customers, have been overlooked for a long time. There are no industry associations for back-office professionals such as the CCNG, a member network for Contact Center, Customer Service, and Customer Experience Management […]

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