Aspect Receives Frost & Sullivan’s 2016 Global Workforce Optimization Solutions Company of the Year Award

Aspect has long been known for its industry leading Workforce Management solutions, but until recently, other components of the Workforce Optimization (WFO) portfolio had a much lower profile.  For the past year and a half, we’ve been hard at work enhancing our WFO feature set and …


The Role of the Agent in the Gig Economy

The term “Gig Economy” (often called the “on-demand economy” or “access economy”) describes an increasingly common mode of employment popularized by companies like Uber and Lyft, in which temporary positions are the norm and organizations utilize independent contractors for short term engagements.

In the contact center, …


Aspect EQ WFO 8.2: A Major New Release of WFO Software from Aspect

Aspect is announcing the general availability of Aspect EQ Workforce Optimization 8.2, with many important new features such as gamification, high accuracy forecasting of labor in non-voice channels and much tighter integration among WFO components. Aspect EQ WFO 8.2, which includes WFM, Performance Management, Quality …


4 Key Workforce Optimization Resolutions You Need to Make for the New Year

The days of siloed workforce optimization solutions are coming to an end as the bar for WFO gets set higher and higher in the ongoing search for the holy grail of outstanding customer engagement. Fundamental changes need to be made in most legacy WFO systems …


Quality Management with Actionable Results

No matter how good your quality management process is, you need fundamentally strong QM tools to capture customer interactions, surface underlying issues and take corrective action. These tools typically include recording, quality monitoring, coaching and speech/text analytics. In fact, it is virtually impossible to implement …


Part 2: Blurred lines Between Bank Branches and the Contact Center

Continued from Part 1: Dissolving Brick and Mortar Bank Branches

Although the bank branch is becoming less relevant to customers for simple transactions because on-line banking is subsuming many of the functions formerly accomplished by tellers, the branch remains a primary source of new sales. Novantas …


Part 1: Dissolving the Brick and Mortar of Bank Branches

Drive through any town in the US, whether large or small, and you will undoubtedly see striking edifices occupied by branches of banks. They are part of our American heritage, symbols of confidence and stability. But changes in consumer preferences, banking regulations and new technologies …


Engaging Your Agents for a Better Customer Experience

In Forrester’s recent report, How to Measure and Improve the Contact Center Agent Experience, Ian Jacobs explains some guiding principles that can be used to significantly improve the customer experience by improving the agent experience. This report makes a compelling case that you can definitely drive …


What is Your Contact Center’s Engagement Quotient (EQ)?

Agent Engagement Has Been Undervalued

It’s hard to read a blog or listen to a webinar related to the contact center without the author regurgitating the mantra of the importance of “Customer Engagement” or its synonym, “Customer Experience.”  That’s not too surprising, since studies by industry …