Recent posts by:
Craig Seebach - Vice President, Enterprise Workforce Optimization
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 ...
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 ...
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 ...
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 ...
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.  ...
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 ...
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. ...
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 ...
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 ...
I recently attended the annual SWPP Conference in Nashville, Tennessee for the first time. It felt like it was finally time for me to head down and see how much the conference was expanding beyond pure contact center and into the back office and the rest of the enterprise. I wanted to see how these ...

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