Building a Customer Engagement Center Business Case: 6 Key Outcomes

avatar

Customer engagement is linked to revenue. We’ve seen this correlation recurring everywhere customer experience is studied, from executive-level surveys to the voice of the consumer. A 2016 report from Microsoft found that across all customer groups surveyed, 60% of people have stopped doing business with …

Aspect Receives Frost & Sullivan’s 2016 Global Workforce Optimization Solutions Company of the Year Award

avatar

Aspect has long been known for its industry leading Workforce Management solutions, but until recently, other components of the Workforce Optimization (WFO) portfolio had a much lower profile.  For the past year and a half, we’ve been hard at work enhancing our WFO feature set and …

Savings and Service Should Not be an Either/Or Proposition in the Contact Center

avatar

In a recent New York Times article, author Kate Murphy disclosed an unsettling trend occurring now in the contact center industry: Many organizations are wittingly institutionalizing poor customer service to cut costs or monetize support. 

She cited an International Customer Management Institute (ICMI) survey in which …

Introducing Aspect Via: The complete customer engagement center in the cloud

avatar

The era of managing customer contact through lightly-integrated point solutions is over. Aspect realizes that cobbled together customer service operations just cannot meet the expectations of today’s connected, intelligent and demanding consumers. That is why we recently introduced Aspect® Via™, the complete customer engagement center …