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Workforce Optimization
Workforce optimization (WFO) is a business strategy that integrates business performance considerations with workforce management. The strategy involves automating processes, data visibility, compliance on legislation and solving business problems related to staffing. It is used by call centers to improve workforce management and agent performance. Description Workforce optimization uses all aspects of the complete workforce management life-cycle and provides key insights into how its workforce is performing, with a focus on customer experience. Workforce optimization includes automating entire processes, making key data more visible to support better decision-making, ensuring compliance on relevant legislation and solving business problems related to staff. It is used by contact centers to make convenient communication with customers, such as text messaging support. The strategy ties together the human resources, operations and IT departments of a business. Workforce optimization m ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Call Centers
A call centre ( Commonwealth spelling) or call center (American spelling; see spelling differences) is a managed capability that can be centralised or remote that is used for receiving or transmitting a large volume of enquiries by telephone. An inbound call centre is operated by a company to administer incoming product or service support or information enquiries from consumers. Outbound call centres are usually operated for sales purposes such as telemarketing, for solicitation of charitable or political donations, debt collection, market research, emergency notifications, and urgent/critical needs blood banks. A contact centre is a further extension to call centres telephony based capabilities, administers centralised handling of individual communications, including letters, faxes, live support software, social media, instant message, and email. A call center was previously seen to be an open workspace for call center agents, with workstations that include a computer and di ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Workforce Management
Workforce management (WFM) is an institutional process that maximizes performance levels and competency for an organization. The process includes all the activities needed to maintain a productive workforce, such as field service management, human resource management, performance and training management, data collection, recruiting, budgeting, forecasting, scheduling and analytics. Workforce management provides a common set of performance-based tools and software to support corporate management, front-line supervisors, store managers and workers across manufacturing, distribution, transportation, and retail operations. It is sometimes referred to as HRM systems, or Workforce asset management, or part of ERP systems. Definition As workforce management has developed from a traditional approach of staff scheduling to improve time management, it has become more integrated and demand-oriented to optimize the scheduling of staff. Besides the two core aspects of demand-orientation a ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Text Messaging
Text messaging, or texting, is the act of composing and sending electronic messages, typically consisting of alphabetic and numeric characters, between two or more users of mobile devices, desktops/laptops, or another type of compatible computer. Text messages may be sent over a cellular network, or may also be sent via an Internet connection. The term originally referred to messages sent using the Short Message Service (SMS). It has grown beyond alphanumeric text to include multimedia messages using the Multimedia Messaging Service (MMS) containing digital images, videos, and sound content, as well as ideograms known as emoji ( happy faces, sad faces, and other icons), and instant messenger applications (usually the term is used when on mobile devices). Text messages are used for personal, family, business and social purposes. Governmental and non-governmental organizations use text messaging for communication between colleagues. In the 2010s, the sending of short informal mes ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Human Resources
Human resources (HR) is the set of people who make up the workforce of an organization, business sector, industry, or economy. A narrower concept is human capital, the knowledge and skills which the individuals command. Similar terms include manpower, Labour (human activity), labor, personnel, associates or simply: people. The Human Resources department (HR department) of an organization performs human resource management, overseeing various aspects of employment, such as compliance with labor law and employment standards, job interview, interviewing and selection, performance management, administration of Employee benefits, organizing of employee files with the required documents for future reference, and some aspects of recruitment (also known as talent acquisition) and employee offboarding. They serve as the link between an organization's management and its employees. The duties include planning, recruitment and selection process, posting job ads, evaluating the performance ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Voice Of The Customer
In marketing, the voice of the customer (VOC) summarizes customers' expectations, preferences and aversions. A widely used form of VOC market research produces a detailed set of customer wants and needs, organized into a hierarchical structure, and then prioritized in terms of relative importance and satisfaction with current alternatives. VOC studies typically consist of both qualitative and quantitative research steps and are generally conducted at the start of any new product, process, or service design initiative in order to better understand the customer's wants and needs, and as the key input for new product definition, Quality Function Deployment (QFD), and the setting of detailed design specifications. Much has been written about this process, and there are many possible ways to gather the information – focus groups, individual interviews, contextual inquiry, ethnographic techniques, conjoint analysis, etc. All involve a series of structured in-depth interviews, which ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Big Data
Though used sometimes loosely partly because of a lack of formal definition, the interpretation that seems to best describe Big data is the one associated with large body of information that we could not comprehend when used only in smaller amounts. In it primary definition though, Big data refers to data sets that are too large or complex to be dealt with by traditional data-processing application software. Data with many fields (rows) offer greater statistical power, while data with higher complexity (more attributes or columns) may lead to a higher false discovery rate. Big data analysis challenges include capturing data, data storage, data analysis, search, sharing, transfer, visualization, querying, updating, information privacy, and data source. Big data was originally associated with three key concepts: ''volume'', ''variety'', and ''velocity''. The analysis of big data presents challenges in sampling, and thus previously allowing for only observations and sampling. ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Analytics
Analytics is the systematic computational analysis of data or statistics. It is used for the discovery, interpretation, and communication of meaningful patterns in data. It also entails applying data patterns toward effective decision-making. It can be valuable in areas rich with recorded information; analytics relies on the simultaneous application of statistics, computer programming, and operations research to quantify performance. Organizations may apply analytics to business data to describe, predict, and improve business performance. Specifically, areas within analytics include descriptive analytics, diagnostic analytics, predictive analytics, prescriptive analytics, and cognitive analytics. Analytics may apply to a variety of fields such as marketing, management, finance, online systems, information security, and software services. Since analytics can require extensive computation (see big data), the algorithms and software used for analytics harness the most current methods ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Access Control
In the fields of physical security and information security, access control (AC) is the selective restriction of access to a place or other resource, while access management describes the process. The act of ''accessing'' may mean consuming, entering, or using. Permission to access a resource is called ''authorization''. Locks and login credentials are two analogous mechanisms of access control. Physical security Geographical access control may be enforced by personnel (e.g. border guard, bouncer, ticket checker), or with a device such as a turnstile. There may be fences to avoid circumventing this access control. An alternative of access control in the strict sense (physically controlling access itself) is a system of checking authorized presence, see e.g. Ticket controller (transportation). A variant is exit control, e.g. of a shop (checkout) or a country. The term access control refers to the practice of restricting entrance to a property, a building, or a room to ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Business Software
Business software (or a business application) is any software or set of computer programs used by business users to perform various business functions. These business applications are used to increase productivity, measure productivity, and perform other business functions accurately. Overview Much business software is developed to meet the needs of a specific business, and therefore is not easily transferable to a different business environment, unless its nature and operation are identical. Due to the unique requirements of each business, off-the-shelf software is unlikely to completely address a company's needs. However, where an on-the-shelf solution is necessary, due to time or monetary considerations, some level of customization is likely to be required. Exceptions do exist, depending on the business in question, and thorough research is always required before committing to bespoke or off-the-shelf solutions. Some business applications are interactive, i.e., they have a gr ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
