The omni-channel world has changed the customer service environment into an increasingly complex one to navigate. As organizations continue to embrace the omni-channel customer experience, they need to ensure that their backend workforce capabilities are ready to support it.
Aspect Via provides workforce, quality and performance …
Omni-channel interactions within the contact center enable businesses to generate more data than they ever have before. But, if companies are unable to make sense of that data it’s about as useful as it was if it had never been collected in the first place. …
Aspect is taking to the cloud again, and this time they’re taking their 40-year legacy of contact center workforce management with them. With the availability of Aspect Essential and Aspect Via Enterprise cloud-based customer engagement platforms, Aspect is making Via Workforce Management (WFM) available as …
Earlier this month, Aspect hosted their third annual customer event, ACE. Nearly 800 industry visionaries and product experts came together over three and a half days to collaborate, discover and network on issues and solutions affecting customer service delivery.
The theme of this year’s event was …
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 …
Many recent studies show that today’s consumers prefer self-service to live agent service – but, let’s face it, there will always be those situations where live agent assistance is required to resolve a particularly sticky or complex issue. Without a doubt, self-service via a web …
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 …
For decades, Aspect Workforce Management has been ranked among the top 3 solutions available on the market. Pelorus Associates recently published a report confirming that Aspect is, in fact, the #1 provider of workforce management systems world-wide. That distinguished award did not happen by accident. …
Nearly everyone can relate to the experience of calling a business, navigating a phone tree for several minutes and then having to repeat that information back to an agent. Some experiences can be even more frustrating if the issue is not resolved or if you …
So you’ve just come back from what may have been a few days or a week off over the holiday period. You’re refreshed and ready to start the new business year. So what is it you need to be thinking about when you first get …
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