Author Archives: David Evans

Posts For ‘David Evans’

5 top tips for deploying a WFM employee portal

Workforce Management (WFM) self-service and engagement capabilities are key functionalities within Workforce Management technology. It allows employees to view schedules, request absences, view their own performance and self-schedule through preference and availability options. A WFM employee portal provides an organisation … Continue reading

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What’s driving speech analytics take up in financial services?

A recent guide released by Contact Babel on Customer Contact Analytics cites one of the key drivers for uptake of speech analytics being fine avoidance and compliance with legal regulations. Certainly one of the key sectors we are now starting … Continue reading

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Introducing the latest performance management technology

Following hot on the heels of the Vocal Wordwatch multi-recording engine portal which provides playback of call recordings from different systems in a single interface, we are delighted to announce the launch of our new performance management module. If it’s got a field we … Continue reading

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Reap the rewards of speech analytics without investing in the technology

[Last Updated: September 2016] Still not bought into the whole speech analytics hoopla? Not totally convinced by the massive investment required to get it up and running in your organisation? Fear not, you are not alone and to counteract this, … Continue reading

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Four signs your workforce management system is no longer fit for purpose

Workforce management (WFM) technology has moved on leaps and bounds in the last 5 or 6 years so how confident are you that the system you bought into years ago is still fit for purpose in today’s challenging and complex … Continue reading

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Everything you need to know about voice biometrics

There has been a lot of hype recently about voice biometrics for the contact centre, but what does it really entail and can it benefit your contact centre? Voice biometrics works by automatically comparing the voice of a customer on … Continue reading

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Entry level speech analytics at a fraction of the cost

It’s time to move away from the long held belief that speech analytics is costly and difficult to implement. A number of entry level audio analytics packages are now available on a competitively priced licence basis, resulting in upfront costs … Continue reading

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Speech Analytics Best Practices – Building Your “A Team”

With more and more companies looking to benefit from Speech Analytics the question of: ‘how best to implement the project’, is very much a topic of current conversation and from our experience the answer is: – ‘build your own A-Team’ … Continue reading

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Insiders Guide to WFM Planning: Fundamental capabilities of Real Time Management

In this blog we highlight the key elements of a real time management strategy and cover some best practice tips. 1) Agree Adherence thresholds When considering schedule adherence it may be worthwhile rolling it out to a pilot team initially … Continue reading

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Insiders Guide to Planning: WFM Scenario Planning

WFM Scenario Planning – What If… There are a number of different scenarios a planning team will be asked to provide direction for within a business. This may involve long term capacity planning to support target operating models down to … Continue reading

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