Taking the Workforce Management Cloud Market by Storm

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Workforce management is the most fundamental and commonly used of the workforce optimization software components.  Historically it’s been an on-premises application, but the past few years have seen some lower functionality WFM solutions delivered from the public cloud.  Aspect is about to turn the workforce …

Agents of Change

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One of the greatest, if not the greatest, resource of any organization is its customer support team. According to the Aspect Customer Experience Index, 76 percent of consumers view customer service as a “true test” of how much a company values them, and over half …

Why You Need to Upgrade Your Aspect WFM System: Workforce Management Excellence, Part III

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For decades, Aspect Workforce Management has been ranked among the top 3 solutions available on the market. Pelorus Associates recently published a report confirming that Aspect is, in fact, the #1 provider of workforce management systems world-wide. That distinguished award did not happen by accident.  …

Customer Engagement Centers Rally the Enterprise Around Customer Service

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Nearly everyone can relate to the experience of calling a business, navigating a phone tree for several minutes and then having to repeat that information back to an agent. Some experiences can be even more frustrating if the issue is not resolved or if you …