“Education is the most powerful weapon which you can use to change the world.” — Nelson Mandela
This statement has never been truer. The world we knew just a few short months ago is changing before our eyes. The COVID-19 pandemic has forced people to think …
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 …
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 …
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 …
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. …
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 …
Who is your customer? And perhaps more importantly, what would it take to keep that customer for a lifetime? Aspect CEO, Patrick Dennis recently had an opportunity to sit with Frank Bria, host of The SaaS CX Show. They spent roughly 30 minutes discussing CX …
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 …
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 …
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 …
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