On the surface, workforce management (WFM) can feel like a tough nut to crack. It’s not always well understood because while it performs the imperative labor management functions, agents and supervisors only have the insight into a small amount of that functionality. Primarily, only the …
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Workforce Optimization
Future success reliant on cloud-based workforce management software
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 …
Infographic: 5 Time-Intensive Tasks Your Workforce Management Software Should be Doing for You
You know how it goes, we all have so much to do and there never seems to be enough time to get it all done. It’s frustrating. But there are some ways to get some time back, especially when it comes to scheduling, forecasting and …
Scheduling for the Modern Contact Center: The Secret is WFM
There is something utterly satisfying about a schedule. Schedules for our daily lives make us more efficient, help us prioritize, help us become more proficient and most importantly, saves us time, our most valuable resource. In the world of workforce management, those same benefits hold …
Aspect apresenta ferramentas para a força de trabalho e Experiência do Consumidor CX no CMS 2019
Aspect apresenta ferramentas para a força de trabalho e Experiência do Consumidor CX no CMS 2019
Em parceria com a Resolutte, gigante americana de software apresenta ferramenta para a indústria do atendimento ao consumidor e novas formas de colaboração, interação e networking
São Paulo, 14 de outubro …
Infographic: 3 Key Benefits of Speech Analytics
There is no doubt contact centers are a big investment. Getting the most out of the investment can be a challenge. But there are tools available that can help getting the biggest bang for your buck – like a savings of $69,000 per 100,000 calls!
Check …
Performance Management Bridges the Divide Between Big Data and Big Knowledge
Since childhood we’ve been taught that knowledge is power, and the contact center is no exception to this rule. The more you know about the details of what’s happening in your operation, the better you can be at deciding whom to hire, whom to coach, …
Join us at ACE Europe to discover best practices for delivering greater ROI
ACE Europe 2019 is here and is set to be our most insightful installment yet, with users and influencers given the opportunity to exclusively learn about the new Aspect, hear our latest product roadmap and discover the latest trends in workforce optimisation, interaction management and …
ACE 2019 Recap: Aspect Master Program
If you missed ACE 2019 last week you may have been suffering from some serious #FOMO (fear of missing out).
In addition to amazing insight in our general sessions, the networking opportunities, the lobster tails—seriously, there were lobster tails—we had a new addition for breakout sessions.
Debuting …
Robocall Prevention Services: What’s Good and What’s Not
Are you noticing an increase in incomplete caller connections? Have you seen an unusual uptick in network/system information tones from carriers for previously verified consumer phone numbers? You may be experiencing the symptoms of new types of carrier, crowd-sourced, or mobile–phone–based call blocking services that …