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 …
Customer Analytics
Taking the Workforce Management Cloud Market by Storm
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 …
Is bad customer service costing your business?
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 …
The Other Side of Customer Journey Analytics
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 …
Improving the Contact Center Agent Experience – On the Job
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 …
QM Kick Start: What does my customer think?
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 EQ WFO 8.2: A Major New Release of WFO Software from Aspect
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 …
Older QA and Recording Solutions May Put Businesses at Risk
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 …
Special Aspect Edition of SWPP On Target Newsletter
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 …
The Agent Desktop: The Next Frontier for Contact Center Analytics
The concept of big data is relatively simple: take information that was previously inaccessible (unstructured) and make it available in a useful (structured) form for capture, aggregation and correlation with other information for a richer and truer understanding. Of course, there’s a lot of complexity …