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 …

Improving the Contact Center Agent Experience – On the Job

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Your organization relies on contact center agents to engage customers with positive, helpful and accurate customer service. In order to provide that level of support, agents are generally required to go through rigorous training when they’re hired. Unfortunately, many contact centers don’t conduct ongoing training …

Aspect EQ WFO 8.2: A Major New Release of WFO Software from Aspect

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Aspect is announcing the general availability of Aspect EQ Workforce Optimization 8.2, with many important new features such as gamification, high accuracy forecasting of labor in non-voice channels and much tighter integration among WFO components. Aspect EQ WFO 8.2, which includes WFM, Performance Management, Quality …

Special Aspect Edition of SWPP On Target Newsletter

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Aspect has been a leader in workforce management solutions for decades and continues to provide industry thought leadership in an era where demands on WFM systems are changing quickly. The Society of Workforce Planning Professionals (SWPP) recently published a special “Aspect Edition” of their quarterly …

Workforce Optimization has Evolved. Has Your Contact Center?

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Customer experience has been called the next battlefield for market share, and on the contact center front this battle is being fought exceptionally hard. It’s an objective that now spans every key area of customer-facing business. In fact, a recent Aberdeen Group report found that …

A High EQ (Engagement Quotient) at the SWPP Conference

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One of the most important trade shows in the world of WFO is the Society of Workforce Planning Professionals annual conference, hosted at the Omni Hotel in downtown Nashville.  Aspect maintains a high presence at this show with platinum sponsorship, since the attendees are squarely …

Addressing Workforce Optimization Challenges

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Recent years have brought new demands on the contact center — think omni-channel, self-service, mobile applications, public venting of consumer displeasure — and thus new challenges for the workforce optimization (WFO) industry. Our customers have come to us with many questions and concerns:

How do you …