In 1917 Danish mathematician A.K. Erlang developed a model for predicting how many circuits the telephone company would needed to serve the city of Copenhagen. The model became known as Erlang C and eventually became the mathematical foundation for both automated and manual forecasting models …
Agent Experience
Infographic: Inside the Hearts and Heads of Customer Service Agents
Today we officially launched part one of our 2018 Agent Experience Index. The Agent Experience Index looks at customer service agents across all demographics and examines their job satisfaction, engagement, ability to provide great customer experiences, and more. A summary of the data can be …
Contact Center Leaders: If You’re Not Early You’re Late
It doesn’t matter if you’re talking about a job interview, a team meeting or your annual physical. The saying holds true no matter what the occasion: if you’re not early you’re late. In order to prepare for all the obstacles that life is certain to …
Aspect and Intuit: Helping You Survive Tax Season
April 15 is a date that strikes fear into the hearts of many Americans as they scramble to explain to the IRS how much federal income tax they should be paying. It’s not surprising that so many American are nervous: The US tax code is …
Drum Roll Please….Our Second GEM Award Winner
Last Friday we introduced the GEM Awards as well as our very first winner. And today, we want to introduce our second winner!
Our next winner comes from an airline that has continuously been rated the best for customer experience, something our winner (and all employees) …
Introducing the GEM Awards and Our First Winner!
Yesterday, we officially introduced the Aspect GEM (Going the Extra Mile) Awards and we are so excited to say that we have our first two winners! To give you some background on the GEM program we created, in partnership with the Aspect Software User Group …
The Importance of Collaboration
When asked what their biggest challenges were today, 18.4% of contact center leaders polled by Strategic Contact cited poor cross-departmental collaboration. This was second only to attrition. Contact center employees sometimes find themselves blindsided by decisions made elsewhere in the organization regarding products, promotions, pricing, …
Report: Contact Center Challenges & Priorities for 2018
When I was in high school, a fellow student was bragging about teaching herself to juggle. She was explaining to a group of people how difficult it was and how not a lot of people can do it. I listened intently while wondering to myself …
Happy Employees Make Happy Customers
We’re all familiar with the proverb, “the road to Hell is paved with good intentions.” It is thought to have originated with Saint Bernard of Clairvaux who, back around 1150 AD wrote, “L’enfer est plein de bonnes volontés ou désirs, ” which means Hell is full of …
Share and share alike: why user groups and collaboration work
For many organisations, speaking with competitors in your industry about their internal processes may seem counter-productive. Like any business, there are innumerable clever and strategic ways in which your department or company has been able to make cost savings, increase productivity and create operational efficiencies …