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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.

Webinar: Understanding What Your Agents Are Thinking

Agent Experience, English/US | November 10, 2020 Robert Moore

A workplace environment that supports agents’ needs and desires can help improve your contact center by reducing high turnover rates while also setting agents up for success.  However, to make that happen, it’s imperative to understand what is most important to your workforce.   

Each year, Aspect …

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Enabling a Mobile Contact Center Workforce with Aspect® Workforce Optimization™ Version 20

English/US, Workforce Optimization | July 15, 2020 Robert Moore

Over the last several months, we have experienced one of the most unusual times in modern human history, and we seem to be coming out the other side.  But there is still much uncertainty about the future. 

Contact centers, like most business, have had to find …

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What Product Features Should I Look for in a WFM System?

Business Continuity, English/US, Workforce Management | May 18, 2020 Robert Moore

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 …

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How to Fine-Tune Your WFM Solution to Help Managers Optimize Performance

Business Continuity, English/US, Workforce Management, Workforce Optimization | May 6, 2020 Robert Moore

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 …

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Optimizing Your Workforce with WFM

English/US, Workforce Management | February 24, 2020 Robert Moore

When efficiency is your focus, many organizations implement strategies with the assumption that workforce management (WFM) should be entirely separate from customer-focused considerations. In fact, the customer experience is impacted not only by the front lines of your contact center workforce but by individuals at …

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Performance Management Bridges the Divide Between Big Data and Big Knowledge

English/US, Performance Management, Workforce Optimization | August 26, 2019 Robert Moore

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, …

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Meet the Coach at ACE 2019

Coaching and Training, Innovations/Technology, Workforce Management, Workforce Optimization | July 9, 2019 Robert Moore

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 …

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Before You Can Engage Your Customers… You Must Engage Your Agents

Agent Experience, Customer Experience, English/US | April 4, 2019 Robert Moore

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 …

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Make Life Easier for Your Entire Workforce

Agent Experience | January 21, 2019 Robert Moore

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 …

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Aspect and Intuit: Helping You Survive Tax Season

Agent Experience, Customer Care, Customer Experience, English/US, Financial | April 10, 2018 Robert Moore

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 …

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