Customer Experience. It’s the Number-One Priority Driving Contact Center Workforce Optimization
(This is a guest blog authored by Spence Mallder, SVP, GM Workforce Optimization, CTO of Aspect Software, originally published on...
(This is a guest blog authored by Spence Mallder, SVP, GM Workforce Optimization, CTO of Aspect Software, originally published on...
(This is a guest blog authored by John Amein, VP Product Development of Aspect Software, originally published on April 3, 2014.) At...
(This is a guest blog authored by Spence Mallder, SVP, GM Workforce Optimization, CTO of Aspect Software, originally published on...
Assurant’s average agent tenure is an astonishing three to five years, which is impressive for a call center environment. Nikki Gresham,...
When it comes to pushing for change in the contact center, it's all about enhancing the customer experience. Despite its...
Event 360 conducted teammate satisfaction surveys and Molly Fast’s newly inherited team ranked lowest on many of the questions such...
Nikki Gresham, Supervisor of Workforce Planning for Assurant Solutions, shares how she pushed agent morale to the highest levels the...
Customer relationships are a lot like dating. At first, things can be a little awkward. You get to know each...
A common theme that we pick up in every contact centre is that they track their KPIs. Assiduously. No, fanatically....
When was the last time you called a contact center seeking help with an issue, and you were quickly connected...
