Customer Engagement

From Hype to Value: Robotic Process Automation Maturing

Posted by Craig Seebach - Vice President, Enterprise Workforce Optimization on Jul 27, 2017 12:28:28 PM

The authors of the recent McKinsey Quarterly article, What does automation mean for general and administrative (G&A) and the back office? state that when it comes to Robotic Process Automation (RPA), “Getting started is the easy part … But scaling is hard.” 1 Many customers are jumping into ...

How Effective Are You at Operational Management?

Posted by Craig Seebach - Vice President, Enterprise Workforce Optimization on Mar 9, 2017 1:51:18 PM

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 ...

Employee Engagement Does Not Equal Employee Effectiveness

Posted by Craig Seebach - Vice President, Enterprise Workforce Optimization on Feb 15, 2017 1:34:13 PM

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 ...

A New Enterprise Approach to Process Improvement Drives Customer Value

Posted by Craig Seebach - Vice President, Enterprise Workforce Optimization on Nov 8, 2016 11:19:51 AM

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 ...

Create a Continuous Improvement Quality Program Enterprise-Wide

Posted by Craig Seebach - Vice President, Enterprise Workforce Optimization on Sep 19, 2016 2:16:17 PM

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 ...

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

Posted by Craig Seebach - Vice President, Enterprise Workforce Optimization on Aug 2, 2016 11:33:29 AM

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. ...

Enterprise Workforce Management—A Customer Q&A Session

Posted by Craig Seebach - Vice President, Enterprise Workforce Optimization on Jun 6, 2016 1:13:56 PM

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 ...

Is Your Back Office Prepared for Workforce Optimization?

Posted by Craig Seebach - Vice President, Enterprise Workforce Optimization on Apr 27, 2016 2:23:45 PM

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. ...

Transforming the Invisible Back Office into a Competitive Differentiator

Posted by Craig Seebach - Vice President, Enterprise Workforce Optimization on Mar 22, 2016 12:32:09 PM

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 ...

The Spotlight Is On the Back Office—Finally!

Posted by Craig Seebach - Vice President, Enterprise Workforce Optimization on Dec 9, 2015 12:24:00 PM

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 ...

A Back Office Newbie at Society of Workforce Planning Professionals

Posted by Craig Seebach - Vice President, Enterprise Workforce Optimization on May 16, 2014 11:28:18 AM

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 ...