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Webinar: See What’s New with Aspect® Workforce Management™

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June 2, 2020 Maddy Hubbard
English/US, Workforce Management

Aspect Workforce Management (WFM) has been a leader in the contact center workforce management industry for decades and we plan to keep it that way.  In July, we’re releasing version 20 of our flagship WFM solution.  Full of powerful new features, it will make the …

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LIVE NOW! Aspect Education Services: Supplemental Training

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May 21, 2020 Angela Seydel
Education, English/US, Unified IP, Workforce Management

“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 …

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What Product Features Should I Look for in a WFM System?

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May 18, 2020 Robert Moore
Business Continuity, English/US, Workforce Management

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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Put Your Customers First in an Evolving Business Landscape

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May 8, 2020 Maddy Hubbard
Business Continuity, English/US

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 …

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How to Fine-Tune Your WFM Solution to Help Managers Optimize Performance

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May 6, 2020 Robert Moore
Business Continuity, English/US, Workforce Management, Workforce Optimization

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 …

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Workforce Planning When There’s a Global Pandemic

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April 29, 2020 Julie-Anne Hazlett
Business Continuity, English/US, Workforce Optimization

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. …

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Rebuilding After the Pandemic

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April 20, 2020 Patrick Dennis
Business Continuity, English/US

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 …

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CX in the Contact Center: The SaaS CX Show

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April 17, 2020 Maddy Hubbard
Customer Experience, English/US

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 …

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Webinar: Lessons Learned in Rapid Migration to Remote Based Work

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April 6, 2020 Colleen Sheley
Business Continuity, English/US

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 …

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Employee Adherence at Home: Watch for Signals — but Reassess Their Meaning

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April 2, 2020 Eric Hagaman
Business Continuity, English/US

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 …

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