Contact Center Leaders: Are Your Managers Ready for Black Friday?

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The holidays might be considered to be the most wonderful time of the year, but for contact center managers the end of year blitz can be a tremendous tribulation. As explained in Part 1 of this series, year-end sales are anticipated to surge as consumers …

Contact Center Leaders: Are Your Agents Ready for the Holiday Rush?

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The weather may be cooling off, but for contact center personnel things are just heating up. The end-of-year holiday festivities to come over the next few months are sure to bring joy to households around the world, but a confluence of factors related to seasonal …

5 Agent Engagement Enhancements You Must Have: Workforce Management Excellence, Part I

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Workforce Management (WFM) is a bedrock technology upon which most contact centers have relied for years. But agent expectations are evolving. It’s time to rethink the workforce management software features you need to ensure high agent morale, productivity and quality.

The contact center agent population is …

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

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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 …