November 2018

How to measure good customer service

Published 23rd November, 2018

Quantifying your customer service is essential to maintain standards and further improve. So how can you effectively quantify your process?

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4 features to look for in your next workforce planning tool

Published 16th November, 2018

If you’re in the market for a new workforce planning tool, you need a suite that is future proofed, easy to access and use, and packs bang for buck.

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Retaining staff: A guide for contact center managers

Published 16th November, 2018

Attrition among contact centre staff is an ongoing problem for managers, but what can you do about it? Here are a few ideas.

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Aspect Software Named #1 Workforce Management Market Share Leader in North America by Pelorus Associates

Published 14th November, 2018

Date: 11/13/2018, Phoenix, Arizona Aspect retains top spot in North America in Pelorus Associates’ Workforce Management (WFM) rankings for the 12th consecutive year Aspect recognized for a reputation of delivering excellent customer care, most complete contact center portfolio in the…

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According to Customers, Aspect Workforce Management Leads the Pack

Published 14th November, 2018

November 13, 2018 Shelley Hofman Workforce Management, Workforce Optimization The G2 Crowd results are in: Aspect has the highest customer satisfaction rating of all leading WFM solutions. The growth and popularity of crowd-sourced customer review and recommendations sites such as…

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The Cloud….. so what??

Published 13th November, 2018

I’ve been thinking about the cloud for a long time now, and while there is no doubt that it is here to stay for the foreseeable future, I’ve been asking myself… so what? I know that it is seen by…

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Absence management: Methods for reducing worker absenteeism

Published 6th November, 2018

Absenteeism is a problem in Australia, and could be costing your business. To solve this issue, try these absence management best practices.

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Terminology 101: Customer service vs customer experience

Published 1st November, 2018

Customer service and customer experience may sound like they encompass the same ideas, but there are also crucial differences. This article explains.

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