Aspect FC Tops the League at the Customer Strategy Day 2013


Nestled in the heart of Burton upon Trent in Staffordshire, England, lies the Football Association’s brand new centre of excellence for football (soccer, for non-Brits!), St George’s Park. A stunning facility not only designed to provide a training base for visiting European football teams, one …

Three Standards for Creating Successful Distributed Workplaces


Managing employees in different locations around the globe can be an intimidating prospect for many organizations. But, as Chris Lema explains in his latest presentation Having Success in Distributed Contexts, it really comes down to one thing:

Communication is king and it is constant, measured, and …

Better Workflow and Visibility Improves Service Experience for LifePlans Customers and Agents


Agents at LifePlans not only serve the needs of individual long-term care insurance or health plan members, they’re  often asked to interact with an extended “family” of external care associates – from relatives to doctors to clinical and non-clinical staff and resources alike. This adds …