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 …
Agent Experience
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 …
How to Show your Customer Service Agents You’re Thankful for Them
The holiday season is all about giving and on this Thanksgiving Eve there’s no better time to show your customer service and contact center agents how grateful you are for them. It is safe to say that customer service agents and contact center agents don’t …
Five Things That May Scare Your Agents This Halloween
Halloween is here, contact center leaders! But if you think you’re going to be able to spook any of your agents with tacky decorations or a clown mask, think again. Having thick skin is part of the
job, after all.
If you really want to get a …