Latest News

How can you better engage your team?

Published 18th April, 2018

When your employees are engaged, your business is in a position to thrive – it’s as simple as that. Research shows us that organisations with high levels of engagement outperform companies with lower levels of engagement. How can managers ensure their agents are motivated at work?

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Aspect Software Awarded Patent for Workforce Management Multi-Channel Scheduling System

Published 8th April, 2018

Aspect Software a leading provider of native consumer engagement, workforce optimization, and self-service solutions, today announced the award of a new patent for modeling and simulating the interaction dynamics of chat, email, IM, social media and other text-based customer communication…

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Aspect Software Receives 2018 CUSTOMER Magazine Product of the Year Award

Published 6th April, 2018

Aspect Software, a leading provider of fully integrated consumer engagement, workforce optimization, and self-service solutions, today announced that TMC, a global, integrated media company, has named Aspect Software as a 2018 CUSTOMER Product of the Year Award Winner. The award…

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G2 Crowd rates Aspect WFM as Contact Center Workforce Leader

Published 3rd April, 2018

There has been an increasing need for a platform that can provide authenticated reviews for business software. Studies show consumers trust online reviews more than most product recommendations. Let’s find out how Aspect WFM was named a leader on objective review site G2 Crowd.

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How can you better promote accountability in your contact center?

Published 22nd March, 2018

Accountability is the backbone of quality customer service. When your contact center agents take ownership for their work, they provide higher quality interactions with their customer base. But how can leaders promote accountability within their organization. This article will give you some actionable tips. 

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What are the 2 golden rules of customer experience?

Published 21st March, 2018

Positive customer experiences are critical to cultivating a loyal following for your business. What are the key areas contact centers should be focusing on to create the best possible experience for their customers? Let’s take a look at the two golden rules and how Call Design can help.

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3 important goals for a new contact center supervisor

Published 16th March, 2018

As a new contact center supervisor, you’re going to need to set a few important goals in order to establish yourself within the team and lead effectively. These are three best practice tips to start with, which include forming relationships, coaching and challenging agent issues.

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How to manage millennial contact center agents’ performance

Published 2nd March, 2018

By 2020, millennials will comprise half the workforce. But in an industry with as traditionally high turnover as contact centers, how are local managers to motivate and manage these younger agents? Our three techniques of technology, development and communication will help.

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How to manage sudden absence in the contact center

Published 18th January, 2018

Aging software, low staff motivation and a lack of empathy can cause sudden absences. But with an action plan, contact centers can cope.

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6 technology trends coming to contact centers

Published 18th January, 2018

The world is changing rapidly, and businesses need to keep up. These are our predictions for the future tech trends facing the contact center space.

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