As much as businesses rely on the internet for marketing, brand awareness and e-commerce, it can make or break a business’s reputation overnight, especially when it comes to online reviews. For example, 85% of consumers trust online reviews as much as personal recommendations, but fake …
Mike Bourke, SVP & GM Workforce Optimization
Mike Bourke is Aspect’s Senior Vice President and General Manager of Workforce Optimization. Mike is responsible for charting the strategic direction, and continuing the momentum of Aspect’s global workforce optimization suite and continuing the solution’s availability in the Aspect Cloud.
Scheduling in the Gig Economy
In 50 cities across the U.S., Amazon is supplementing their USPS deliveries at times of peak demand using drivers contracting directly with Amazon in a program called Amazon Flex. Tapping for-hire drivers, each batch of deliveries is essentially a “gig” in the quickly growing trend …
WFM – Your First Step to a Cloud Contact Center
Marc Benioff, Founder, CEO, and Chairman of Salesforce said it best, “If someone asks me what cloud computing is, I try not to get bogged down with definitions. I tell them that, simply put, cloud computing is a better way to run your business.” Those …
Demystifying Speech Analytics
Everybody likes a good mystery but not when it comes to operating a contact center – and speech analytics software continues to be a mystery to many contact center decision-makers despite the fact that it has proven to be an extremely valuable workforce optimization tool. …
Robotic Process Automation – The Tip of the Iceberg
In a world of Alexa, iRobot and self-driving vehicles, we should be surprised if robots did not make their way into the contact center. With about 70% of contact center expense being human labor, that huge cost is a natural target for most enterprises. If …
Choose the Right Speech Analytics Technology
In my last blog, we talked about the huge gulf between the value of speech analytics and the actual use of speech analytics in contact centers. The penetration rate is only about 15%, but it is growing at a rapid 20% CAGR because historical barriers …
Time to Talk Seriously about Speech Analytics in the Contact Center
Get ready for the next big thing in contact center workforce optimization: Speech Analytics. Even though speech analytics was introduced to the contact center industry back in 2003, Aberdeen Group reports that only about 15% of contact centers currently use speech analytics. In its research, …
Optimizing the Workforce in an Era of Digital Employees
Many recent studies show that today’s consumers prefer self-service to live agent service – but, let’s face it, there will always be those situations where live agent assistance is required to resolve a particularly sticky or complex issue. Without a doubt, self-service via a web …
Performance Management Bridges the Divide between Big Data to Big Knowledge
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, …
The Other Side of Customer Journey Analytics
Customer Journey Analytics is one of the hottest topics of discussion among those of us leading the quest to deliver the best possible customer experience. It’s a bit of a mix of high impact revelations made possible by a new way of thinking and lofty …