Customer Engagement Center Capabilities: People and Process Optimization


The omni-channel world has changed the customer service environment into an increasingly complex one to navigate. As organizations continue to embrace the omni-channel customer experience, they need to ensure that their backend workforce capabilities are ready to support it.

Aspect Via provides workforce, quality and performance …

Time to Talk Seriously about Speech Analytics in the Contact Center


Get ready for the next big thing in contact center workforce optimization: Speech Analytics.  Even though speech analytics was introduced to the contact center industry back in 2003, Aberdeen Group reports that only about 15% of contact centers currently use speech analytics.  In its research, …