Flexible working has become a fixture of the professional world. Flexible and short-term working arrangements have proven popular amongst staff in many industries, and shift scheduling has moved on from a ‘top down’ command-type arrangement into a two-way conversation between managers and employees.
The emerging generation …
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 …
Eine mitarbeiterorientierte Ausgestaltung des Contact Center Arbeitsplatzes wird immer wichtiger. Denn zufriedene Mitarbeiter sind der Schlüssel für zufriedene Kunden und Mitarbeiterzufriedenheit und Transparenz sind wichtige Bausteine, um eine kostenintensive, hohe Fluktuation zu vermeiden.
Hierbei spielen auch die folgenden drei Trends eine wichtige Rolle:
> Selbstverwaltung / Self-Service …
Between Black Friday and Cyber Monday in 2017, a top DNA testing kit company sold approximately 1.5 million kits, and more than 10 million people have used to kits to have their DNA tested according to news reports. With many companies offering discounts during Cyber …
As we close out another successful year, we wanted to reflect on some of our achievements and our customers’ achievements throughout 2018 – a year that saw exciting new updates and implementations.
This year, we’ve brought a number of new customers onboard and worked on some …
It’s no secret that the retail sector has suffered a sustained period of difficulty in recent times, with the highstreet losing some well-known and well-loved brands in 2018 and further brands dramatically downsizing. Alongside this has been uncertainty from consumers and these factors coupled together …
The evolution of the customer service experience has seen the advent of a host of new ways for customers to interact with a business, with technology such as chatbots and automated self-service options becoming increasingly prevalent. While this transformation is proving to be instrumental in …
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 …
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