Customer Engagement Center Capabilities: People and Process Optimization

avatar

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 …

Aspect Workforce Management Takes to the Cloud

avatar

Aspect is taking to the cloud again, and this time they’re taking their 40-year legacy of contact center workforce management with them.  With the availability of Aspect Essential and Aspect Via Enterprise cloud-based customer engagement platforms, Aspect is making Via Workforce Management (WFM) available as …

Taking the Workforce Management Cloud Market by Storm

avatar

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 …

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

avatar

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

avatar

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 …