Customer Engagement Center Capabilities: People and Process Optimization

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The omni-channel world has changed the customer service environment into an increasingly complex one to navigate. As organizations continue to embrace the omni-channel customer experience, they need to ensure that their backend workforce capabilities are ready to support it.

Aspect Via provides workforce, quality and performance …

Maßgebliche Funktionalitäten für das Customer Engagement

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In einer Welt, in der es zunehmend schwierig ist, sich ausschließlich über den Preis oder die Produktausstattung vom Wettbewerb abzuheben, gewinnt der Kundenservice immer mehr an Bedeutung. Dabei hat sich die Erwartungshaltung und das Nutzerverhalten der Verbraucher durch Technologie-Treiber wie Überall-Netzwerke, smarte Endgeräte, interaktive Webanwendungen …

Taking the Workforce Management Cloud Market by Storm

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Workforce management is the most fundamental and commonly used of the workforce optimization software components.  Historically it’s been an on-premises application, but the past few years have seen some lower functionality WFM solutions delivered from the public cloud.  Aspect is about to turn the workforce …

No Such Thing as TMI: Customers Willing to Get Personal to Get a Better Experience

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If you are unwilling or unable to meet the new consumer-set engagement standards of today’s customer, get ready for rumble. The 2016 Aspect Consumer Experience Index showed us that half of U.S. consumers moved from at least one company in the past year because of …