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 …

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 …

4 Key Workforce Optimization Resolutions You Need to Make for the New Year

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The days of siloed workforce optimization solutions are coming to an end as the bar for WFO gets set higher and higher in the ongoing search for the holy grail of outstanding customer engagement. Fundamental changes need to be made in most legacy WFO systems …

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 …

Part 1: Dissolving the Brick and Mortar of Bank Branches

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Drive through any town in the US, whether large or small, and you will undoubtedly see striking edifices occupied by branches of banks. They are part of our American heritage, symbols of confidence and stability. But changes in consumer preferences, banking regulations and new technologies …

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 …