One of our most popular programs from ACE 2019 is back for its second year—and even better than before! At ACE 2020, we’re making it possible for you to attend the sessions you need on the Aspect U track plus the focus track of you …
Optimizing Your Workforce with WFM
When efficiency is your focus, many organizations implement strategies with the assumption that workforce management (WFM) should be entirely separate from customer-focused considerations. In fact, the customer experience is impacted not only by the front lines of your contact center workforce but by individuals at …
Escape the Maze of Outbound Compliance
TCPA, Call blocking, STIR/SHAKEN, DNC lists, FDCPA. There is a lot to keep track of when it comes to maintaining compliance for your outbound efforts.
Where do you even start?
In 2018, the number of class action TCPA lawsuits rose 20% year over year. There is no …
Aspect Education Services: Increase Your Knowledge, Get Certified
A strong educational pillar is key to operating a successful business. In fact, studies show training can increase retention of existing employees by as much as 70%. Training can help keep your employees in the know with new technology and best practices, ultimately improving customer …
[Webinar] Going Beyond Channels: The Importance of Delivering Omnichannel Experiences
A few weeks ago, I got a text message from my bank inquiring if I had made a few purchases with my debit card they deemed suspicious. I logged into my mobile banking app and learned t these charges included a $1.00 charge at a …
Motivate and Engage Agents with Gamification
At the beginning of November, I purchased an indoor rowing machine. About a week after I bought it, I learned that rowing manufacturer offered an online logbook to track meters rowed and there was a challenge starting soon. For the Holiday Challenge, participants were presented …
Workforce Management: It’s More Than You Think
On the surface, workforce management (WFM) can feel like a tough nut to crack. It’s not always well understood because while it performs the imperative labor management functions, agents and supervisors only have the insight into a small amount of that functionality. Primarily, only the …
Future success reliant on cloud-based workforce management software
Cloud technology for implementing and administering workforce management (WFM) technology is becoming increasingly important to businesses that are under pressure to maximise workplace productivity, reduce expenditure and improve their bottom line.
In our current economic climate of uncertainty and instability, all processes need to be managed …
Getting to Know ASUGA: Ann Swift, Southwest Airlines
I recently had the opportunity to sit down with Aspect Software User Group Association (ASUGA) board member Ann Swift to discuss her role on the ASUGA board and the benefits of being a part of ASUGA.
Ann is the manager of Workforce Systems for Southwest Airlines. …
Improve Customer Loyalty with Intelligent Outbound Strategies
72% of customers will pay more for an exceptional customer experience. The problem is few companies have a plan to drive customer loyalty.
There are some easy strategies you can implement to help your customers feel the love. For example, stay out in front …