The G2 Crowd results are in: Aspect has the highest customer satisfaction rating of all leading WFM solutions.
The growth and popularity of crowd-sourced customer review and recommendations sites such as Yelp and TripAdvisor are where consumers go for authentic, unbiased, user-driven information about products and …
Millennials were born between 1976 and 2001. They are very different from their doting baby boomer parents. Millennials are tech savvy, skilled at multitasking, great at working in teams, and eager to please. They are also accustomed to being pampered both at home and at …
Mit der zunehmenden Verbreitung und stetigen Verbesserung von Self-Service Anwendungen lassen sich einfachere und wiederkehrende Aufgaben automatisiert erledigen. Das wiederum bedeutet, dass die Anfragen, mit denen Kunden sich an die menschlichen Mitarbeiter wenden, komplexer sind, so dass von den Mitarbeitern im Kundenservice insgesamt ein höheres …
While contact center agents might be ready to jump head first into the gig economy, contact center management is a bit more reluctant, and for good reason. Having on-demand customer service agents isn’t as simple as engaging drivers for Uber. Before making the transition to …
The term “Gig Economy” is used to describe many changing attitudes, standards and preferences in the way people work. Forbes definition of the Gig Economy, as it relates to attitudes about work, is the “Increased tendency for businesses to hire independent contractors and short-term workers, …
Smashing the scourge of overtime
Many a manager and business leader has to deal with the challenge of overtime at some point in their careers. From an employee’s perspective it can be a positive, with those few extra pennies making a difference when staff decide to …
Automation is a word on the lips of many a business professional these days. Inevitably it inspires hope for the future for many a decision-maker, but it’s also responsible for raising fears amongst workers that their jobs might be under threat. With OECD figures predicting …
Yogi Berra didn’t know much about contact centers, but he seems to have had great insight into the first phase of the workforce planning process when he said, “It’s tough to make predictions, especially about the future”. The simple fact is that the complex workforce …
Much has been written about the constant change in the expectations consumers have for customer service. From the strongly-worded letter and social media brand shaming to the ever-growing preference to conduct agentless support interactions when/where possible, consumer behavior is a lot like the weather in …
Once a popular buzzword, customer satisfaction has become a standard in defining business operations and one that requires measurement and adjustment of platforms and processes. In fact, not measuring customer satisfaction to identify and implement improvement opportunities is akin to throwing away revenue.
The tendency for …
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