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 …
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.
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 …
Eight Benchmarks for Back Office Effectiveness
In a recent blog, we talked about productivity in the back office being vital to good customer engagement in the front office. For many enterprises, especially those in service-based industries like banking, mortgage origination and insurance, the back office is at the very heart of …
A High EQ (Engagement Quotient) at the SWPP Conference
One of the most important trade shows in the world of WFO is the Society of Workforce Planning Professionals annual conference, hosted at the Omni Hotel in downtown Nashville. Aspect maintains a high presence at this show with platinum sponsorship, since the attendees are squarely …