As we move toward economic, social, and business recovery from COVID-19, while simultaneously navigating the social, mainstream and alternative media environments, the customer experience is more important than ever. How a customer perceives your brand has never had a more direct impact on your brand’s …
Managing Your Contact Center Facilities Amid Contagion
In the post-COVID-19 era, how can your workforce management team plan for use of your contact center facilities to meet all applicable state safety restrictions, provide confidence to staff who may be reluctant to return to a facility, while at the same time provide records …
Register Now: Forrester CX North America Virtual Conference
We’re all too familiar with the countless “change of plans” thanks to the global pandemic. From family vacations that have become unique and memorable staycations to online concerts and the subsequent crashing of a social media platform, the things we were planning as recently as …
Ensure Business Continuity in Your Contact Center: Five Building Blocks
‘The art of knowing is knowing what to ignore’ was once said by the prolific poet, Rumi. That applies to many things in life and business.
To follow the same path as Rumi — at least in a business sense — contact center leaders must have …
Webinar: See What’s New with Aspect® Workforce Management™
Aspect Workforce Management (WFM) has been a leader in the contact center workforce management industry for decades and we plan to keep it that way. In July, we’re releasing version 20 of our flagship WFM solution. Full of powerful new features, it will make the …
LIVE NOW! Aspect Education Services: Supplemental Training
“Education is the most powerful weapon which you can use to change the world.” — Nelson Mandela
This statement has never been truer. The world we knew just a few short months ago is changing before our eyes. The COVID-19 pandemic has forced people to think …
What Product Features Should I Look for in a WFM System?
It’s a brave new world for contact centers in the wake of the COVID-19 crisis. In a recent survey of contact centers by Aspect, we found that about 70% of agents were “work-from-home” as of April 16, and a recent Gartner poll of CFOs indicates …
Put Your Customers First in an Evolving Business Landscape
The events over the past several weeks have had an impact on businesses across the globe. Grocery stores have one-way aisles, no toilet paper to be found, limited quantity restrictions on eggs and a fraction of the number of customers permitted by fire codes allowed …
How to Fine-Tune Your WFM Solution to Help Managers Optimize Performance
Up until now, we have largely discussed ways to help agents with workforce optimization tools and processes. Agents on the front line are in a rapid shift and require most initial focus. But when agents move from a centralized location to a distributed environment and …
Workforce Planning When There’s a Global Pandemic
Aspect partner, Call Design, shares insight regarding how to get the most out of your WFM solution as agents work from home during this global pandemic.
COVID-19 has created an urgent need for most organisations to rapidly implement work from home solutions for their staff. …