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 …
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.
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 …
Back Office Productivity is Vital to Good Customer Engagement
In his recent blog, Mike Bourke, SVP & GM Workforce Optimization at Aspect, explained how the level of customer engagement is very directly linked to the level of agent engagement in an “Engagement Cycle” whether it be a positive or negative exchange. We all know …
Workforce Optimization Tools for Great Customer Experiences
The role of the contact center is changing as consumer preferences evolve at an accelerating pace. A recent blog by Spence Mallder, GM Workforce Optimization and CTO points out that recently, customer experience has overtaken productivity as the top priority for contact center workforce optimization …