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 …

Part 1: Dissolving the Brick and Mortar of Bank Branches


Drive through any town in the US, whether large or small, and you will undoubtedly see striking edifices occupied by branches of banks. They are part of our American heritage, symbols of confidence and stability. But changes in consumer preferences, banking regulations and new technologies …

A High EQ (Engagement Quotient) at the SWPP Conference


One of the most important trade shows in the world of WFO is the Society of Workforce Planning Professionals annual conference, hosted at the Omni Hotel in downtown Nashville.  Aspect maintains a high presence at this show with platinum sponsorship, since the attendees are squarely …

Addressing Workforce Optimization Challenges


Recent years have brought new demands on the contact center — think omni-channel, self-service, mobile applications, public venting of consumer displeasure — and thus new challenges for the workforce optimization (WFO) industry. Our customers have come to us with many questions and concerns:

How do you …

Ways to Boost Contact Center and Back Office Performance


Contact centers have been using workforce optimization (WFO) technology for as long as disco, Microsoft, and SNL have been around to make sure that the right agents are in the right places at the right time. While WFO technology has become more sophisticated and accurate, …