WFO Customer User Group. 13:00 17:30 19 th April 2016 The Brewery, London

Transcription

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2 WFO Customer User Group 13:00 17:30 19 th April 2016 The Brewery, London

3 Welcome & Introductions

4 CONTENT Welcome & Introductions TITLE HERE The Aspect WFO Users Community: First level of bullets are 22pt. Arial; First level of bullets are 22pt. Arial; Stand up and say hello to somebody you First have level not of met bullets before are and 22pt. introduce Arial; yourself: What is your name and where are you from? What is your key responsibility / job title? What is your key challenge back in the office? What are you hoping to get from today?

5 The Aspect WFO Users Community (well some of you)

6 CONTENT Welcome & Introductions TITLE HERE The Aspect WFO Users Community: Agenda Reporting Analytics Round Table Discussions I 7.x to 8.x upgrade discussions WFO Expert Tables Open Topic Sneak Preview WFO 8.2 Round Table Discussions II Innovators First level of bullets are 22pt. Arial; First level of bullets are 22pt. Arial; First level of bullets are 22pt. Arial;

7 Reporting Analytics

8 CONTENT Reporting Analytics TITLE HERE The Senior WFO Solutions Consultant for Northern Europe Colin Whelan will share with us the advancement in information and application of the analytic features across the WFO estate.

9 CONTENT Information TITLE can be HERE leveraged to drive improvement CEO & CFO Directors CC Mgr Managers Associates 3 Margin/P&L Performance Expectations Inform and alert across the operation Scorecards/ Ranking Reports Analyse across complex business dimensions 4 Act and improve in a closed loop 2 MEASURE By agent By prod line By vendor By QOS CORRELATE Hold time Handle time Res time Answer speed AGGREGATE By Group By Supervisor By Tenure By Time By Call Type SET TARGETS REVIEW RESULTS CREATE TASKS COACHING WORKFLOW 1 Unify all relevant information Quality CRM Customer Sat ACD WFM , Chat

10 Goals set by management Measure employees to determine if coaching has improved performance Guide through Performance Improvement Process Measurement against goals provides insight Coaching tasks automatically triggered

11 CONTENT Round Table TITLE Discussions HERE Pick your preference First level of bullets are 22pt. Arial; There are 6 tables to choose from with First level the following of bullets topics are 22pt. and Hosts; Arial; First level of bullets are 22pt. Arial; 1. 7.x to 8.x Upgrade Tips; Second 2. 7.x level to 8.x of bullets Upgrade are Tips; 20pt. Arial; Second 3. Global level Expert: of bullets are 20pt. Arial; Third Annick level of Duffy, bullets Aspect are 18pt. Global Arial; WFO Third Specialist level of bullets are 18pt. Arial; 4. Global Expert: Mark McCreddin, Aspect Principal Consultant 5. User Open Topic Discussions 6. User Open Topic Discussions Experts First level in of the bullets room are 22pt. Arial; First level of bullets are 22pt. Arial; First level of bullets are 22pt. Arial;

12 8.2 New Features Sneak Preview

13 8.2 New Features Sneak Preview With the release of the upgraded features across the Quality, recording, analytics, reporting, performance management and WFM aspects of the WFO estate, join us for a sneaky preview of what these are and how these will improve all aspects of your consumer engagement environments. Aspect EQ WFO 8.2 Aspect EQ WFM 8.2 Aspect EQ APM 8.2 Aspect EQ AQM 8.2

14 8.2 New Features Workforce Optimisation H Release 8.2 H Release 8.2 WFM: Web Employee Adherence View WFM: Web Week at a Glance view AQM: Omni channel support for search, playback, and evaluation AQM: Cloud Deployment with Aspect Platform AQM: Form Building and CMQ in WFO UI APM: Speech Analytics Contributor APM: Dashboard Widget Creator H Release 8.2 sp1 WFM Multi Channel Performance WFM View Intra Day Adherence in the WFO UI AQM Audio Only Integration with Zipwire AQM Disaster Recovery AQM/ APM Workflows AQM Searching in WFO UI APM Unified IP Contributor APM Gamification H Release 8.2 sp1

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17 8.2 New Features QM, Recording & Speech Analytics H Release 8.2 ing Scorecards from WFO UI AMD Desktop processor support AQM Deployment in DMZ Support for.net Framework 4.6, Windows 10, and Edge browser H Release 8.2 Omni Channel support for search, playback, and evaluation Automated speech analytics Cloud deployment with Aspect Changes to multi- site Form Building and CMQ in WFO UI architecture Third party platform/ recording integrations Future Developments AQM Disaster Recovery AQM and Zipwire audio only integration Screen Recording Transcoding Changes AQM/ APM Workflows Searching in WFO UI H Release 8.2 sp1

18 8.2 New Features Performance Management Q Release 8.1 sp 1 Q Release 8.2 Reporting Usability Enhancements HA for Cloud Added APM/ AQM workflows Shared MS SQL instance with WFM Speech Analytics Contributor APM Dashboard Widget Creator Omni-Channel Reporting Integration H Release 8.3 Unified IP Contributor Hierarchy Creator Dimension Editor Multi-Tenancy Gamification H Release 8.2 sp1

19 CONTENT Round Table TITLE Discussions HERE Pick your preference First level of bullets are 22pt. Arial; There are 6 tables to choose from with First level the following of bullets topics are 22pt. and Hosts; Arial; First level of bullets are 22pt. Arial; 1. 7.x to 8.x Upgrade Tips; Second 2. 7.x level to 8.x of bullets Upgrade are Tips; 20pt. Arial; Second 3. Global level Expert: of bullets are 20pt. Arial; Third Annick level of Duffy, bullets Aspect are 18pt. Global Arial; WFO Third Specialist level of bullets are 18pt. Arial; 4. Global Expert: Mark McCreddin, Aspect Principal Consultant 5. User Open Topic Discussions 6. User Open Topic Discussions Experts in the room

20 Innovators Your Voice

21 CONTENT Innovators TITLE Your Voice HERE With round table discussions and room feedback, let s create a Wish List of what we want on the roadmap for our tools and vote on the ones you would like sooner rather than later? There may even be prizes for the best and most inventive suggestions

22 CONTENT TITLE HERE Innovators Your Voice What do we do next with any of the aspects of the WFO estate? What do you need to be developed to improve the way you the solutions in your environment? What is next for our industry? What will would you like to see?

23 Questions - Networking

24 CONTENT Re-cap on today TITLE (Also HERE what happens tomorrow?) Launch Best Practice User Group Reporting Analytics Round Table Discussions I Sneak Preview 8.2 Round Table Discussions II Innovators First level of bullets are 22pt. Arial; First level of bullets Breakout are 22pt. Sessions Arial; First level of bullets and are Workshops 22pt. Arial; Fantastic Third level of bullets Networking are 18pt. Events Arial; Insightful Keynotes and General Session

25 THANK YOU!