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 …
My children — who are not little kids and more accurately young adults — don’t remember a time without easy access to the internet. They’re pretty savvy, not only because they’ve grown up online, but also because after years of working in digital marketing, I …
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 …
We all know that bad customer service is a recipe for disaster. And that it can cause customers to go elsewhere. It really highlights how important it is for contact centres to make sure they’re doing everything they can to keep their agents performing well.
The …
Customer Journey Analytics is one of the hottest topics of discussion among those of us leading the quest to deliver the best possible customer experience. It’s a bit of a mix of high impact revelations made possible by a new way of thinking and lofty …
Your organization relies on contact center agents to engage customers with positive, helpful and accurate customer service. In order to provide that level of support, agents are generally required to go through rigorous training when they’re hired. Unfortunately, many contact centers don’t conduct ongoing training …
The final piece of this blog series I would like to take some time to discuss the customer. There are direct and indirect ways to capture the voice of the customer to help drive better experiences and better prepare your workforce.
The voice of the customer …
Aspect is announcing the general availability of Aspect EQ Workforce Optimization 8.2, with many important new features such as gamification, high accuracy forecasting of labor in non-voice channels and much tighter integration among WFO components. Aspect EQ WFO 8.2, which includes WFM, Performance Management, Quality …
Most consumers replace their smart phones every 1-3 years. Many would never dream of using a phone that’s more than five years old, much less ten. And yet, it’s not uncommon for contact centers to be recording calls with systems that have been in place …
Aspect has been a leader in workforce management solutions for decades and continues to provide industry thought leadership in an era where demands on WFM systems are changing quickly. The Society of Workforce Planning Professionals (SWPP) recently published a special “Aspect Edition” of their quarterly …
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