An Analytical Approach to Workforce Management: Replacing Frustrating Traditional Reports With a Killer Application That Optimizes Staff and Contact Center Performance

Topics:
Business Process Management,
Electrical and Electronic,
Strategic Management Tools
Tags:
Aspect Software Inc.,
Call Centers,
Contact Center,
Customer Relationship Management (CRM),
Enterprise Software,
It Operations,
Killer Application,
Software,
Workforce Management
Source:
Aspect Software

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Overview: Traditional reports are at best clumsy mechanisms for improving contact center performance. They flood contact center staff with unsorted detail, much of which has little relevance to effective operations, and supervisors and managers spend far too much time using spreadsheets and other ad hoc tools to turn data into actionable information -information that usually arrives too late to be useful. This white paper describes the principles of analytical applications and demonstrates how Aspect has applied them to a specific application for optimizing the performance of the contact center workforce. Workforce management is a critical factor in cost-effective operations and in maintaining high service levels.

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Format: PDF | Size: 82KB | Date: Jul 2005 | Pages: 12

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