It’s a brave new world for contact centers in the wake of the COVID-19 crisis. In a recent survey of contact centers by Aspect, we found that about 70% of agents were “work-from-home” as of April 16, and a recent Gartner poll of CFOs indicates …
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Business Continuity
Put Your Customers First in an Evolving Business Landscape
The events over the past several weeks have had an impact on businesses across the globe. Grocery stores have one-way aisles, no toilet paper to be found, limited quantity restrictions on eggs and a fraction of the number of customers permitted by fire codes allowed …
Aspect Coffee Session
A pandemia do COVID-19 criou desafios de negócios em todo o mundo. Com as rápidas mudanças na forma como as organizações operam, ficou claro que, para prosperar, as empresas devem se reinventar.
The Aspect Coffee Sessions podem ajudar! Essas sessões são breves seminários on-line que oferecem acesso interativo e ilimitado …
How to Fine-Tune Your WFM Solution to Help Managers Optimize Performance
Up until now, we have largely discussed ways to help agents with workforce optimization tools and processes. Agents on the front line are in a rapid shift and require most initial focus. But when agents move from a centralized location to a distributed environment and …
Workforce Planning When There’s a Global Pandemic
Aspect partner, Call Design, shares insight regarding how to get the most out of your WFM solution as agents work from home during this global pandemic.
COVID-19 has created an urgent need for most organisations to rapidly implement work from home solutions for their staff. …
Rebuilding After the Pandemic
I wrote this to share my current perspective with customers, partners and employees. While there is so much that has gone on over the last several weeks, it has been difficult to capture it all in the moment. I hope my point of view helps …
Webinar: Lessons Learned in Rapid Migration to Remote Based Work
The second Thursday of each month, Aspect partners with the Aspect Software User Group Association (ASUGA) to bring topics from thought leaders around the world and Aspect product experts. These sessions are designed to provide insight and value to all ASUGA members and focus on …
Employee Adherence at Home: Watch for Signals — but Reassess Their Meaning
Is it time to question your assumptions about the signals and signs you use to manage your staff?
The promise of work at home, or work anywhere, sometimes called “smart working,” is that employees can work where they please, when needed, when the company and its …
WFH: Time to Step Up and Lead
Last week I discussed that Business Continuity for both Aspect as well as our customers has taken on a whole new dimension. Better yet, we have learned that the term “business continuity” has become an assumed deliverable by all companies. The true measurement of success …