Russell was quick to point out that Talkdesk will continue to support partner solutions through AppConnect. He went on to say that customers helped drive the decision to build WFM. Talkdesk offered this quote from a customer: “We tried several legacy WFM products and found that we end up working for the software, it doesn’t work for us.” In the lead-up to Enterprise Connect, industry analysts and press often receive pre-briefings on products vendors are announcing and demonstrating at the event. Last week, for example, I wrote that Thrio, a new artificial intelligence (AI)-powered contact center-as-a-service (CCaaS) platform, would be demonstrated live publicly for the first time on the Expo floor (1543). This week I’m equally excited to share that Talkdesk is adding a new pillar to its customer experience portfolio — workforce management (WFM). As seen in the screenshot above, that’s exactly what Talkdesk is building. Talkdesk, less than a decade old and born in the cloud, is in the enviable position to start with a clean sheet of paper. And it believes it can bring a new set of AI eyes to WFM, addressing the desire of customers like the one who told Talkdesk: “We want a WFM solution that takes action and simply asks us to agree/approve its suggestions. It needs to learn how to handle common/frequent changes to ease our effort.” AI isn’t new to WFM — several companies are delivering or working toward applying machine learning to WFM scheduling tasks. Genesys, NICE inContact, and Verint have all announced AI WFM efforts. But each of these companies has been in the contact center space for more than 20 years, and bring a fair amount of acquired, often premises-based technology, to their efforts. My next question: Why is Talkdesk building WFM? Most of the CCaaS companies partner for WFO capabilities (Genesys and NICE inContact being notable exceptions), and in fact Talkdesk has several WFM companies in its AppConnect program, including Teleopti and Loxysoft. In addition, WFM is thought of as very “sticky” — i.e., companies don’t like to disrupt their workflow with new scheduling solutions and often stay with the same solution for many years. How to Create a Positive Chatbot Experience Blair Pleasant June 18, 2019 Chatbots can lead to some awful interactions, but proper planning can fix that. Jason Fama is leading Talkdesk’s WFM product development charge. Fama worked in WFM between 2000 and 2016, starting at Blue Pumpkin, which Witness acquired in 2005 (with Witness itself being acquired by Verint two years later). Given the AI focus of the Talkdesk WFM development effort, Fama’s next three years at Directly also seem to have been part of the appeal in bringing him on. Directly describes itself as being in the CX automation business, “experts at the heart of AI.” Talkdesk WFM’s marketing lead, Patrick Russell, who led my briefing, has a solid background in WFM. He joined Talkdesk after spending a few years at NICE inContact. Working with these product and marketing leaders, I’m told, are teams with similarly rich backgrounds in contact center and WFM. I’m excited to see Talkdesk throw the proverbial Erlang C book for predicting call center load out the window and instead build an artificial intelligence (AI)-to-the-core WFM application as an extension to the Talkdesk Enterprise Contact Center. But I did wonder about the company’s WFM, so that’s one of the first questions I asked during the pre-briefing. What was the makeup of the team Talkdesk had assembled to build its WFM solution? 7 Things to Consider When Choosing a Virtual Agent Abed Farhan June 19, 2019 With the right solution, issues such as password resets can be resolved without involving human agents. call-center-3471215__340.png What’s RPA, Why Should I Care? Diane Halliwell August 07, 2019 While robotic process automation is in its infancy, contact centers are finding its promise for streamlining workflows and reducing costs. Tracking the Evolution of Genesys’ Kate Sheila McGee-Smith June 17, 2019 From concept to platform to generally available intelligent virtual assistant Talkdesk_WFM.png Visit Talkdesk at Enterprise Connect booth 1927.Tags:News & ViewsWFMTalkdeskAI & AutomationCCaaSContact Center & Customer ExperienceDigital WorkplaceEnterprise ConnectProduct News Articles You Might Like Voice Communications in Business: Now and into the Future Sergey Poroshin June 18, 2019 In the future, bots will be mainstream and it will be considered a luxury to be able to speak with a human operator. While we’ve seen several companies, like Thrio, enter the CCaaS market with shiny new microservices-based solutions, WFM vendors have, for the most part, been addressing the move to the cloud with variants of their premises-based applications. Note that Ytica, acquired by Twilio in 2018, took a similar start-from-scratch approach to building the other two pillars of customer experience — workforce optimization (WFO), and quality management and analytics. See All in AI & Automation » Log in or register to post comments
Volunteering in South Africa is a richlyrewarding experience.(Image: Aviva) Volunteering is an increasingly popular form of responsible tourism, otherwise known as voluntourism, and in South Africa opportunities abound for those who wish to do good while they enjoy the local sights and sounds.Volunteering in South Africa falls into two main categories: community- or conservation-based. There is an abundance of worthwhile projects located across the country.Organisations such as Aviva, All Africa Volunteers, Cross-Cultural Solutions and i-to-i, to name a few, facilitate volunteering trips to the country. Most are based locally. Some run their own programmes, while others merely suggest volunteering options – either way, with projects already screened and selected, it could not be easier.Invaluable experienceVolunteering not only gives tourists an opportunity to experience the country as a useful member of the community, but offers a host of other priceless benefits: self-growth, tolerance and understanding of other people and other cultures, new skills and new friends.Many travellers have been able to settle on a career through insight gained while working as a volunteer.“When I graduated from the University of Michigan in 2004 I had no idea what I wanted to do with my life,” wrote Hallie Stover of her South African experience with Willing Workers in South Africa (WWISA). “When I found the WWISA website I knew that this place [South Africa] would change my life.”After her return home, Stover was inspired to go back to university, where she submitted a thesis based on her experience with HIV/Aids youth prevention programmes. She now has a Master’s degree in International Politics and Human Rights.Stephen Thornburgh of Ireland, 23, spent his time with Aviva’s six-week penguin rehabilitation project. He described it, in a testimonial, as a “unique experience”.“With the project itself you get to do pretty much everything from cleaning and feeding to giving medication and learning about penguins and other coastal birds … it was the greatest time of my life which was really made by the people you meet and the activities you can do, like safari and shark cage diving.”Volunteers leave a legacy in indirect ways too – as they explore the country outside of their project, their support of local businesses, crafters and tourism operators results in upliftment for families and the community.Volunteer organisations agree that pitching in to do something tangible is a far better approach than merely donating money, which can lead to reliance on aid, corruption and financial instability. Volunteers, by donating their time and energy, help to set up a sustainable solution that outlasts the short-term effects of financial donations.Nuts and boltsVolunteer fees vary between organisations. The average price is around US$528 to $660 (R4 000 to R5 000) per week, but this is an inclusive fee which covers all programme-related costs such as airport transfers, accommodation, meals and transport.In most cases, once the host organisation has deducted their expenses, the rest of the fee goes to a local charity.The duration also differs from project to project, but most offer a stay of between two weeks and three months. Individuals as well as groups can be accommodated. Volunteers are responsible for arranging their own travel documentation, but host organisations provide all the information required.WWISA oversees a number of short- (two weeks) and medium-term (three weeks or more) projects. Short-term projects range from building new houses and renovating old ones, to children’s camps and environmental programmes.Medium-term projects include teaching at a nearby primary school, assisting at a daycare facility, teaching English as a second language, and microorganic farming in community gardens.All Africa Volunteers, based in the Eastern Cape province, has a wider range of projects covering wildlife, marine, sport, community and cultural issues. A wildlife sanctuary, great white shark and dolphin research, penguin rescue, a community surfing school and a pre-school are just some of the choices on offer.The Volunteer Centre in Cape Town takes volunteers into the townships, where they work amongst impoverished communities. The organisation also arranges six-month youth exchange programmes in partnership with Mozambique-based Ajude and Canada World Youth.UK-based i-to-i offers a variety of volunteer tours, mostly involving community and wildlife work. These include teaching children to read or working in a children’s hospital, animal rescue, and helping raise lion cubs.A number of travel organisations offer their own programmes, such as Backpack and Africa Travel Centre, which runs a football coaching and teaching volunteer project, or Dyer Island Cruises which gives volunteers the chance to learn about shark conservation.These are just a sample of the rewarding tours on offer for those willing to devote a slice of their time to uplifting the lives of humans or animals.
RELATED VIDEO: Evan Smith on Climbing the Corporate LadderEvan Smith, longtime editor and executive vice president of Texas Monthly, has been named president, the magazine’s publisher, Emmis Communications, announced today.Smith will replace Michael Levy, the magazine’s founder and publisher, who is retiring.”There is no doubt in my mind that Evan is the perfect choice,” Levy said in a statement. “He will do a phenomenal job going forward, taking the magazine my colleagues and I created in 1973 and making it even stronger. … The magazine is in great hands.” Smith joined the magazine as a senior editor in 1992, and promoted to deputy editor a year later. He became editor in 2000 and added the title of executive vice president in 2002.During is tenure as editor, Texas Monthly has been nominated for 14 National Magazine Awards, including winning the Ellie award for general excellence in 2003.”Texas Monthly has been my home for more than 16 years, and in that time it’s been an honor to work alongside our extraordinary staff and for my great friend, Mike Levy,” Smith stated. “There’s no replacing Mike, but I’ll do everything I can to preserve his legacy and take the magazine he loved so much to new and loftier heights.”
0 Comments Share #MyCauseMyCleats: @jaguars Keelan Cole pic.twitter.com/K6HUQdu6k6 A detailed look at #DaBears cleats with a cause.#MyCauseMyCleats👟: https://t.co/S0XLuiu1ve pic.twitter.com/7mpZBVduxU— Chicago Bears (@ChicagoBears) November 28, 2017 — Darren Rovell (@darrenrovell) November 28, 2017 Top Stories For the Arizona Cardinals, the organizations represented were diverse. Carson Palmer is supporting the Phoenix Children’s Hospital, while Evan Boehm is playing for the American Heart Association. Linebacker Deone Bucannon is dressing up with footwear representing his own foundation, which supports low-income families.Elsewhere in the NFL, players are representing similar passions to help others.Paul Posluszny of the Jacksonville Jaguars will be wearing Cardinals great Pat Tillman on his cleats.Here is a look at other teams’ #MyCauseMyCleats from across the NFL. In honor of today being #GivingTuesday, we take a look at causes important to our players.This Sunday is our #MyCauseMyCleats Game. pic.twitter.com/eRTdux65Ov— Arizona Cardinals (@AZCardinals) November 28, 2017Week 13 of the NFL schedule marks a special time for NFL players.The #MyCauseMyCleats campaign will not only allow them to flash their fashionable side but do it for a good cause. Customized cleats that will be worn in this week’s games began leaking on Tuesday. I am proud to wear my cleats in support @SpOlympicsMD for this week’s @NFL #MyCleatsMyCause game on Dec 3rd. #ChooseToInclude #InclusionRevolution @SpecialOlympics pic.twitter.com/CdbOBU8V4e— Joe Flacco (@JoeFlacco) November 28, 2017 #DaBears are unboxing their #MyCauseMyCleats just in time for #GivingTuesday.Check out the cleats with a cause we’ll be sporting this Sunday. pic.twitter.com/deooazAu7j— Chicago Bears (@ChicagoBears) November 28, 2017 Titans: Quick tease of our #MyCauseMyCleats 👀Over 20 #Titans will be lacing up for charity on Sunday. #TitanUp pic.twitter.com/dTvBjrWkNV Go Titans!!!— gary ashton (@garyashton) November 28, 2017 Grace expects Greinke trade to have emotional impact My cleats for #MyCauseMyCleats turned out awesome. Proud to support @BlockOutHunger to fight childhood hunger. Check out https://t.co/bAz5B1biIp to learn more or make a donation. pic.twitter.com/Y9fT9FobMq— Travis Frederick (@tfrederick72) November 28, 2017 Proud to rep my @BGCMetroBalto chapter Westport Homes this Sunday! Even more special that 10 kids from the club who crushed their grades this fall will be my special guests at the game!! #MyCauseMyCleats #BeGreat pic.twitter.com/xJ8TuIrvDY — Brandon Williams (@BrandonW_66) November 28, 2017 The 5: Takeaways from the Coyotes’ introduction of Alex Meruelo #MyCauseMyCleats: Blake Bortles pic.twitter.com/UTwGotBQ2I— Darren Rovell (@darrenrovell) November 28, 2017 Former Cardinals kicker Phil Dawson retires On Sunday, our players will wear and play for causes that matter to them📸’s » https://t.co/KACF2m0FT7#MyCauseMyCleats @BrownsGiveBack pic.twitter.com/BrIwn8gFMB— Cleveland Browns (@Browns) November 28, 2017 For #GivingTuesday we revealed our #MyCauseMyCleats. @BOO2BULLYING and I are on a mission to eradicate bullying, intolerance and discrimination. I’ll wear these with pride this Sunday in LA as we take on the Chargers. https://t.co/7k3itsuSsy pic.twitter.com/uy4GISS961— Randall Telfer (@RandallTelfer) November 28, 2017 Derrick Hall satisfied with D-backs’ buying and selling FIRST LOOK: The #MyCauseMyCleats this week for Paul Posluszny with a Pat Tillman tribute. The @jaguars have most extensive preview gallery of any team in the league on their website. pic.twitter.com/PpVUOUdZCF— Darren Rovell (@darrenrovell) November 28, 2017