Since childhood we’ve been taught that knowledge is power, and the contact center is no exception to this rule. The more you know about the details of what’s happening in your operation, the better you can be at deciding whom to hire, whom to coach, …
Robert Moore
Bob Moore provides marketing, strategy and product management expertise for Aspect’s Workforce Optimization suite. He frequently writes and speaks about the latest developments in workforce optimization and back office.
Meet the Coach at ACE 2019
Another ACE is upon us! One of the things we love best about our annual conference is the chance to speak with our customers; learning about how you’re using our products, the stories of your successes—and what we can do to help you succeed, if …
Before You Can Engage Your Customers… You Must Engage Your Agents
Employees are the ambassadors or your business, and their state of mind during customer service calls greatly affects the dynamics of these conversations and ultimately greatly affects the customer experience. But only in the past few years has agent happiness been recognized as a key …
Make Life Easier for Your Entire Workforce
Since the dawn of man, people have been engaged in a compelling quest to make life easier for themselves. We have instinctively sought ways to accomplish our daily tasks better and more efficiently than we did the day before. When hunting for deer, we discovered …
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 …
Five Stats That Prove Your Agents Need Better Coaching
Famed football coach Vince Lombardi once said, “Perfection is not attainable, but if we chase perfection we can catch excellence.” As a contact center leader saddled with huge responsibilities and challenges, you may know this better than most.
But having the time to impart your knowledge …
Taking the Workforce Management Cloud Market by Storm
Workforce management is the most fundamental and commonly used of the workforce optimization software components. Historically it’s been an on-premises application, but the past few years have seen some lower functionality WFM solutions delivered from the public cloud. Aspect is about to turn the workforce …
Improving the Contact Center Agent Experience – On the Job
Your organization relies on contact center agents to engage customers with positive, helpful and accurate customer service. In order to provide that level of support, agents are generally required to go through rigorous training when they’re hired. Unfortunately, many contact centers don’t conduct ongoing training …
Special Aspect Edition of SWPP On Target Newsletter
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 …
5 Ways the Cloud is improving the Agent Experience
We often read about how the cloud is enhancing the contact center’s ability to deliver a great customer experience, but it’s bettering the agent condition as well. Research shows that a satisfied contact center agent is more enthusiastic, friendlier and more helpful, which puts a …