Implementing a workforce-management system within an organization is a great opportunity to analyze and re-think current operational processes across departments with a new eye so as to gain efficiency − not only in terms of staffing costs, but also in terms of processes. It’s very common that questions arise during workshops with our WFM consultants; [...]

During the short 30-minute train ride to the airport this morning, I used my phone, e-mail, SMS, Facebook, chat, and face-to-face talk for interaction. Thirty minutes; six different channels! A tech-savvy millennial would probably have used even more. Matt Sims wrote on his Teleperformance blog: “Multichannel customer service isn’t innovation; it’s simply what customers expect [...]

The movie Avatar is about powerfully-engineered, living entities. Trained humans are electronically linked to its own “avatar” thereby controlling its every move. Whatever the human instructs, the avatar does it faster and more powerfully. Unplugged, their avatar ceases to function. In the movie, The Terminator, the terminator is also an engineered creature, but, contrary to [...]

Ensuring durable knowledge transfer during training sessions is always a bit of a challenge. Because people have different ways of perceiving and understanding their environment, they have developed different learning methods and approaches that work best for them. Some people prefer listening as it stimulates their auditory memory; some prefer taking notes, writing in their [...]

I was reading an article in the Huffington Post about misheard song lyrics and, in a roundabout way, brought to mind the challenges WFM and operations partners face while communicating with each other. I don't know how many times I have seen frustration on a colleague’s face when trying to express, “Hold me closer tiny [...]

Organizations with customer relations today are facing challenges of growing demand and more complex customer requests while, at the same time, they’re searching for more efficient ways to combine great customer service and operational efficiency. As such, analyzing operations and processes would benefit from the use of various sets of tools. In this post, we [...]

From my perspective, workforce management (WFM) is more than just a software tool – it is an entire business-process solution. For this reason, it is vital that organizations include everyone in supporting the WFM process. WFM managers, resource planners, users: success cannot be achieved on your own. You need a strong sponsor within the organization. [...]

Even in the days of the old waterfall model , one of the key factors of success was to identify issues and defects as early as possible so as to minimize remedial costs. But what if the wrong product is being made in the first place? This is a quality issue which is much harder [...]