Share and share alike: why user groups and collaboration work

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For many organisations, speaking with competitors in your industry about their internal processes may seem counter-productive. Like any business, there are innumerable clever and strategic ways in which your department or company has been able to make cost savings, increase productivity and create operational efficiencies in time. Combining the expertise of your team with the latest technology innovations is what allows organisations to grow and protect future profitability.

Why on earth would you want to share these with anyone else?

For our customers, best practice exchange has been a solid pillar of our own Aspect customer care for many years. From our annual ACE events, where hundreds of customers come together to learn how to better leverage their technology investments, to our highly targeted, niche workshops designed to empower the actual user – we have found that knowledge-sharing is power.

In our regular Aspect UK Workforce Optimisation (WFO) User and Super User Forums, we create a safe and social space for our customers at user level to come together and ask each other all the things they never thought they could. While our consultants often spend more time with key decision makers, the knowledge and experience of the people actually using our technology is invaluable in developing products to further benefit customers and new innovations.

One of the most common outcomes of our WFO User and Super User Forums is that many people don’t realise the full capability of the WFO suite. This is quite common for larger customer engagement centres where specific teams deal with different areas of workforce management. Sometimes it takes collaboration for them to speak and share internally. In a world where Forecasting and Planning makes a better connection with Real-time and Intelligence, and Customer Experience rubs shoulders with HR and Agent Engagement experts, we can truly achieve innovation in WFO.

But it’s not just our WFO team that spends their time bringing together industry to create solutions, and recognising the power of collaboration! Our digital identity division has already paved the way for many banks and payment services providers to knowledge-share and liaise closely with mobile network operators to fight fraud as a unified force.

With the rise of the cloud making it ever easier to harness up and coming technologies and to battle challenges as well as increase competitiveness, there isn’t a better time to collaborate with peers and move your industry forward.

To understand more about how we can help you learn, collaborate and work together with other customers, contact your account manager.  For more information on our user groups visit our Be an Innovator page here.

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Colin Whelan

Colin Whelan has been a part of the Customer Contact Industry for the last 25 years, leading and supporting the UK & Ireland communities as a thought leader in resource planning, Back Office Optimization and Data, Analytics and Insight. Working for Companies including Barclays Bank, First Choice Holidays and Barclaycard, before joining Aspect as a Senior Solutions Consultant he was the Head of professionalism for the Forum, where he was instrumental in the development of the world’s first accredited University qualifications for the customer contact industry, along with standards in reporting, targeting and the use of intelligence. This career committed to developing and sharing best practice was recognised in April 2015 when the Forum Community gave Colin it’s “Industry Hero” award, “Over the past 7 years Colin has been a key figure within our community, committed to improving professionalism, making a huge contribution to the body of best practice in areas such as data analysis, back office planning and forecasting methodology. He embodies passion and enthusiasm for our profession.”
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