At the beginning of November, I purchased an indoor rowing machine. About a week after I bought it, I learned that rowing manufacturer offered an online logbook to track meters rowed and there was a challenge starting soon. For the Holiday Challenge, participants were presented …
Workforce Management: It’s More Than You Think
On the surface, workforce management (WFM) can feel like a tough nut to crack. It’s not always well understood because while it performs the imperative labor management functions, agents and supervisors only have the insight into a small amount of that functionality. Primarily, only the …
Getting to Know ASUGA: Ann Swift, Southwest Airlines
I recently had the opportunity to sit down with Aspect Software User Group Association (ASUGA) board member Ann Swift to discuss her role on the ASUGA board and the benefits of being a part of ASUGA.
Ann is the manager of Workforce Systems for Southwest Airlines. …
Improve Customer Loyalty with Intelligent Outbound Strategies
72% of customers will pay more for an exceptional customer experience. The problem is few companies have a plan to drive customer loyalty.
There are some easy strategies you can implement to help your customers feel the love. For example, stay out in front …
Infographic: 5 Time-Intensive Tasks Your Workforce Management Software Should be Doing for You
You know how it goes, we all have so much to do and there never seems to be enough time to get it all done. It’s frustrating. But there are some ways to get some time back, especially when it comes to scheduling, forecasting and …
Best of ACE 2019 Replay: Outbound Strategies and Best Practices
Have you ever attended a conference and had an agenda crisis? Two sessions you wanted to attend, but you can’t be in two places at the same time. ACE 2019 was four days full of exclusive insights and interactive product sessions. With so much awesome …
Scheduling for the Modern Contact Center: The Secret is WFM
There is something utterly satisfying about a schedule. Schedules for our daily lives make us more efficient, help us prioritize, help us become more proficient and most importantly, saves us time, our most valuable resource. In the world of workforce management, those same benefits hold …
Just Announced: Best of ACE 2019 Webinar Series
You wanted the best, you got the best! The hottest web series in the world!
If you were at ACE 2019 in Las Vegas you already know the breakout sessions were one of the highlights of the week. If you were unable to attend ACE 2019 …
Event Recap: Gartner Symposium | IT Xpo
Last week was truly incredible at the Gartner Symposium | IT Xpo in Orlando. We had some wonderful conversations — A special thanks to everyone who stopped by our booth, attended our speaking session and visited with us last week.
The Gartner event is always a …
How Important is Contact Center CX?
Customer Experience – noun
cus·tom·er ex·pe·ri·ence | \ ˈkə-stə-mər ik-ˈspir-ē-ən(t)s \
The impression you leave with your customer, resulting in how they think of your brand, across every stage and touchpoint of the customer journey.
It’s been said there are three sides to every story. In a …