Aspect

WHITE PAPER:For today's contact center managers, the increase in communication channels coupled with a more sophisticated customer base and mobile workforce is presenting major challenges. Read this resource to learn how mobile technologies can help relieve these burdens by simplifying management, increasing employee productivity, and much more.

Posted: 20 Dec 2012 | Published: 20 Dec 2012

WHITE PAPER:Customers have more power than ever before in the buying process thanks to social media – experience can quickly be posted or tweeted, either boosting or slandering your brand reputation. Read this Forrester report to learn 6 features they recommend for future contact centers and a 4-step roadmap to better customer service.

Posted: 20 Dec 2012 | Published: 31 Oct 2012

WHITE PAPER:This white paper discusses optimization of the collections process, including risk management, list management, metrics, and more.

Posted: 19 Dec 2012 | Published: 19 Dec 2012

WHITE PAPER:This white paper reveals the technologies that support workforce productivity and offers tips for choosing the right supplier.

Posted: 19 Dec 2012 | Published: 19 Dec 2012

WHITE PAPER:In 2010 when Ofcom, the United Kingdom's regulatory authority for communications industries, revised their regulations regarding outbound calling, businesses were outraged. Companies feared that the revisions would hinder their success. Read on to learn how complying with these changes can actually lead to improved performance and productivity.

Posted: 18 Dec 2012 | Published: 31 Oct 2011

WHITE PAPER:In order to remain competitive, you need exceptional, 24x7 customer service. Savvy companies are integrating contact center processes with workforce management practices in order to enhance their service strategies. Read this expert report to learn 9 key business processes and 6 technologies required for a successful initiative.

Posted: 18 Dec 2012 | Published: 30 Jun 2012

WHITE PAPER:You need to provide a flexible, efficient and consistent customer experience, but with the myriad of communication channels available today, legacy service strategies are inadequate. Read on to learn how unified communications and workforce optimization can provide the visibility and control needed to deliver exceptional customer service.

Posted: 14 Dec 2012 | Published: 14 Dec 2012

WHITE PAPER:This white paper discusses how workforce, quality and performance management capabilities provide practical business processes and tools for effective staffing, monitoring, reporting, evaluation and coaching.

Posted: 11 Aug 2011 | Published: 11 Aug 2011

WHITE PAPER:This paper explains how to move the contact center beyond operational efficiency to business effectiveness and provides best practices employed by businesses that already operate their contact centers as profit centers and touching on the technology that makes it possible. Read on to learn how to transform your contact center into a profit center.

Posted: 10 Aug 2010 | Published: 10 Aug 2010

WHITE PAPER:This paper presents the main differences between integrated and unified contact centers, and gives five reasons why it is imperative for contact centers to adapt a unified solution. Read on to learn how adopting such a solution can increase productivity, decrease costs, and enhance the customer experience, thereby increasing customer loyalty.

Posted: 10 Aug 2010 | Published: 10 Aug 2010

WHITE PAPER:UC can increase revenue and enhance customer relationships all while reducing costs, but developing a UC strategy can seem like a daunting task. In light of this, this paper outlines 7 things organizations should consider as they begin to develop a UC strategy. Read on to learn some helpful hints and strategies to ensure a successful UC deployment.

Posted: 10 Aug 2010 | Published: 10 Aug 2010

WHITE PAPER:Understanding how to manage many different types of back-office tasks in the most consistent and efficient manner is a perplexing challenge. This paper will describe how automated workforce optimization is the solution. Continue reading to learn how to improve the customer experience while decreasing required staffing through predictive modeling.

Posted: 10 Aug 2010 | Published: 10 Aug 2010

WHITE PAPER:This paper outlines key capabilities and top-line technical requirements to consider as you engage with IT to determine the best path forward to meet your customers’ demands. Continue reading to learn tips and techniques to keep pace with the consumer and deliver a next-generations customer experience.

Posted: 10 Aug 2010 | Published: 10 Aug 2010

CASE STUDY:ICE contact center staff had been using Excel spreadsheets to schedule agents, which was an inefficient and difficult practice, Since the agents are the primary drivers of the company's sales.

Posted: 01 Apr 2008 | Published: 01 Jan 2008

CASE STUDY:Since implementing the workforce management capabilities, HRW has seen data accuracy go from within ten percent of actual to within three percent of actual due to Aspect eWorkforce Management.

Posted: 28 Mar 2008 | Published: 01 Sep 2007

CASE STUDY:Implementing Aspect eWorkforce Management and its Perform enhancement enabled VCI to optimize its agent performance by allowing better forecasting and more accurate planning, as well as more effective scheduling.

Posted: 28 Mar 2008 | Published: 01 Sep 2007