Special Aspect Edition of SWPP On Target Newsletter

avatar

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

avatar

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 …

The Agent Desktop: The Next Frontier for Contact Center Analytics

avatar

The concept of big data is relatively simple: take information that was previously inaccessible (unstructured) and make it available in a useful (structured) form for capture, aggregation and correlation with other information for a richer and truer understanding. Of course, there’s a lot of complexity …

Workforce Optimization has Evolved. Has Your Contact Center?

avatar

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

avatar

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

avatar

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 …