All resources sponsored by:

Aspect

1 - 25 of 37 Matches
US Airways Standardizes WFM Across All Contact Centers
sponsored by Aspect
CASE STUDY:After a merger, US Airways was struggling with a great disparity between the applications used across its five call centers. It was evident that US Airways needed a single workforce management tool across all contact centers, in order to solve scheduling issues and better forecast call volume.
Posted: 10 Apr 2014 | Published: 30 Sep 2013
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Revolutionizing the WFO Industry with a Superior User Experience
sponsored by Aspect
WHITE PAPER:This informative white paper explains the negative effects of a poor workforce optimization (WFO) user experience, and provides a look at some of the trends impacting good user experience today. Also, discover a WFO application that leverages best practices of user experience to revolutionize the contact center agent's experience.
Posted: 10 Apr 2014 | Published: 31 Mar 2014
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Hilton Reservations Worldwide Achieves Efficient Staffing
sponsored by Aspect
CASE STUDY:Check out this brief case study to learn how Hilton Reservations Worldwide implemented a workforce management technology that enabled the contact center to plan, manage, and optimize staffing resources, resulting in happier agents and satisfied customers.
Posted: 09 Apr 2014 | Published: 30 Sep 2013
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Proactive Monitoring and Management
sponsored by Aspect
WHITE PAPER:Investing in the right technology is a critical component of ensuring top-notch customer experience in the contact center, but that's all for nothing if your tools aren't performing properly. Wouldn't it be great to eliminate IT concerns and know you'll always have maximum performance, so all you have to worry about is your customer?
Posted: 09 Apr 2014 | Published: 31 Mar 2014
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Why Workforce Management and Contact Centers Should go Hand-In-Hand with Customer Experiences
sponsored by Aspect
EGUIDE:In this expert e-guide, learn why companies should focus on an "outside-in" approach to customer experience management (CEM) and workforce management. Discover how "workforce management gives you the tools to manage and optimize staff and, in doing so, keep your costs as low as possible" according to DMG Consulting's Donna Fluss.
Posted: 14 Mar 2014 | Published: 14 Mar 2014
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New Contact Center Metrics to Fit Busy New Customers
sponsored by Aspect
EGUIDE:View this exclusive e-guide to learn more from Fluss and other CRM experts as they explore the right and wrong way to leverage mobility to reach busy customers, as well as how to implement new contact center metrics to measure the effectiveness of new channels -- including email, chat, and social media.
Posted: 14 Mar 2014 | Published: 14 Mar 2014
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5 Steps to Serving Customers in a Mobile World
sponsored by Aspect
WHITE PAPER:Today's businesses need to connect with their customers wherever they are -- and that's often on mobile devices. Effectively implementing a mobile-friendly strategy is more than just adopting the necessary contact center technology -- it's about building and maintaining customer relationships in a multi-dimensional way.
Posted: 12 Mar 2014 | Published: 12 Mar 2014
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The back office front and center
sponsored by Aspect
WEBCAST:Unfortunately, when 42% of customer experience decision makers say they can't effectively manage the end-to-end workflow of customer interactions, it's clear that inefficient processes can have serious repercussions. Watch this brief video to learn how to optimize people, processes, and insights to transform back-office operations.
Posted: 11 Mar 2014 | Premiered: Mar 11, 2014
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Multi-channel Self-service for Telecommunications Businesses
sponsored by Aspect
WHITE PAPER:For the telecommunications (telco) industry, product and price advantages are difficult to maintain, so it often boils down to customer service. To achieve competitive advantage, telco companies have to provide top-notch service to customers demanding 24/7 service via a multitude of channels -- but how?
Posted: 11 Mar 2014 | Published: 11 Mar 2014
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Multi-channel Self-service for Insurance Businesses
sponsored by Aspect
WHITE PAPER:Customer relationship management (CRM) is more important than ever before for all businesses, especially customer-centric ones such as those in the insurance industry. When your customers expect to reach you on their terms, via the channels of their choice, will you be ready?
Posted: 11 Mar 2014 | Published: 11 Mar 2014
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It’s Time to Fix Back-Office Operations
sponsored by Aspect
WHITE PAPER:In this report from DMG consulting, discover a framework and methodology for transforming your back-office operations to drive higher quality and lower costs. You'll learn how workforce optimization (WFO) tools can improve the productivity and visibility of your operations, as well as tackle six common back-office challenges.
Posted: 07 Mar 2014 | Published: 30 Sep 2013
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Consumer Satisfaction Benchmarking Report
sponsored by Aspect
WHITE PAPER:In this comprehensive report, explore the results of a survey conducted by Vanson Bourne about the current state of customer satisfaction in the UK. Get an inside look at what consumers expect from businesses, how they choose to interact with them, and changing perceptions of customer service.
Posted: 07 Mar 2014 | Published: 07 Mar 2014
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Multi-channel Self-service for Financial Services
sponsored by Aspect
WHITE PAPER:This resource will show you how multi-channel self-service can help you provide consistent, personalized, and integrated customer service across all channels, including mobile web, text, mobile apps, and social media.
Posted: 06 Mar 2014 | Published: 06 Mar 2014
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Workforce Management Helps Build an Integrated Resource Strategy
sponsored by Aspect
CASE STUDY:View this brief case study to learn how BGS invested in new workforce optimization tools in order to achieve more effective resource planning, and in turn produce more satisfied employees and customers. Discover the strategy BGS followed and the benefits they experienced as a result.
Posted: 06 Mar 2014 | Published: 30 Sep 2013
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7 Things Retailers Should Know About Multi-channel Self-Service
sponsored by Aspect
WHITE PAPER:Businesses across all industries are realizing the importance of incorporating multi-channel self-service into their contact center strategies, especially retailers. As of a 2012 research report, over 93% of retailers had implemented some sort of self-service -- and that percentage can only increase.
Posted: 05 Mar 2014 | Published: 05 Mar 2014
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7 Things You Should Know About Multi-channel Self-Service
sponsored by Aspect
WHITE PAPER:Todays' customers expect service via a variety of channels: mobile, social media, and old-fashioned telephone, to name a few. To keep up with customer demands, your contact center must figure out how to deploy multi-channel self-service. View this resource for seven things you need to know about multi-channel self-service before you get started.
Posted: 05 Mar 2014 | Published: 05 Mar 2014
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Mobility and its impact on the contact centre
sponsored by Aspect
WEBCAST:The number of mobile devices in use is growing exponentially, and Gartner predicts that by 2015 over 80% of handsets sold in mature markets will be smartphones. So how can your contact center organization take advantage of the mobile boom?
Posted: 05 Mar 2014 | Premiered: Sep 30, 2013
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A Mobile Customer Service Strategy: Research Report and Best Practices Guide
sponsored by Aspect
WHITE PAPER:Contact center professionals are quickly realizing that they must support customers via mobile devices -- but implementing that mobile support isn't always easy for organizations. In this report, get the info you need to create and implement a successful mobile customer service strategy.
Posted: 04 Mar 2014 | Published: 31 Dec 2013
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Putting the contact center at the center of the customer experience
sponsored by Aspect
WHITE PAPER:Today's customers have more control of the conversation than ever before -- and your contact center must be equipped to deliver seamless interactions across a variety of channels, lest your customers take their business somewhere else. To do this, you need a comprehensive platform that enables anywhere, anytime service.
Posted: 04 Mar 2014 | Published: 31 Mar 2013
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Seven Critical Capabilities to Demand From Your Cloud Contact Center Provider
sponsored by Aspect
WHITE PAPER:Delivering exceptional customer service today means having a flexible and reliable contact center, as well as all the tools your agents need to be successful. Many companies are looking to cloud contact center platforms to meet these requirements, but what should you look for in a cloud solution?
Posted: 04 Mar 2014 | Published: 31 Jan 2014
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Case Study: Golfbreaks Implements Integrated, Multichannel Contact Center
sponsored by Aspect
WEBCAST:This brief video case study reveals how Golfbreaks.com, Europe's largest golf travel company, successfully implemented a multichannel contact center and optimized its unified communications strategy.
Posted: 03 Mar 2014 | Premiered: Mar 3, 2014
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Deployment Flexibility
sponsored by Aspect
WHITE PAPER:In this white paper, explore two alternatives to traditional infrastructures: cloud deployments and managed services. Discover how managed services allow you to keep your contact center infrastructure on-premise without the burden of managing it, and how cloud deployments offer a scalable host solution with unparalleled flexibility.
Posted: 28 Feb 2014 | Published: 31 Oct 2013
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It's Time to Fix Back-Office Operations
sponsored by Aspect
WHITE PAPER:Many organizations have been managing back-office operations the same way for years. In this white paper, learn how workforce optimization (WFO) suites can transform your operating model for back-office functions, and get a framework to create a more effective, efficient model.
Posted: 27 Feb 2014 | Published: 31 Dec 2013
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Case study: How CVS/Pharmacy found customer service success
sponsored by Aspect
CASE STUDY:This case study reveals how a unified contact center platform enabled CVS/Pharmacy – the nation's largest retail pharmacy chain – to successfully meet its multichannel customer service objectives.
Posted: 17 Feb 2014 | Published: 31 Jul 2013
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Four Reasons Why Proactive Customer Care Means Customer Loyalty
sponsored by Aspect
WHITE PAPER:This resource counts down four key reasons that proactive customer care makes good business sense, and examines how this strategy can transform your contact center into a customer loyalty center. Also inside, find key tips to help you get started.
Posted: 17 Feb 2014 | Published: 30 Apr 2013
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