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 …
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.
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 …