 Aspect on Demand
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 | Aspect On Demand provides deployment flexibility to customers looking to begin their journey towards Next-Generation Customer Contact. |
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Insight On- Speech Analytics: Bridging the Great Unknown
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| This Insight On discusses the value of speech analytics to the contact center and the business. |
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Insight On: Performance Management: Tools that Drive Action, Not Just Reports
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| This paper shows that contact centers need tools that drive action, instead of just reporting on results. Advanced performance management applications enable a structured process through which a company can take steps to improve performance vs key metrics |
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Contact Center Intelligence
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| Contact center managers, more than ever, have to maximize their agents’ performance and improve their operations. This white paper talks to how they can meet these elevated expectations. |
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5 Ways to Optimize Your Workforce for Customer Contact in a Social Marketplace White Paper
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| 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. |
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Moving from Zero to 90 in 60 Seconds
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| This white paper explains the elements of performance optimization, and outlines how your contact center can use technology to increase agent efficiency and productivity, and positively impact your company’s bottom line. |
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From Workforce Management to Workforce Productivity
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| This white paper explains the concept of workforce productivity and the technologies that support it, and it offers advice for selecting workforce productivity technology and for choosing a vendor who can supply it. |
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Aspect Quality Management Speech Analytics
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| Aspect Quality Management offers integrated speech analytics enabling organizations to tap into their most underutilized and valuable asset – the voice of the customer. |
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Aspect Quality Management Desktop Integrator Data Sheet
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| This data sheet highlights the features, enhancements and key benefits of the Aspect® Quality Management Desktop Integrator. |
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Aspect Quality Management
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| Aspect Quality Management offers essential call logging (full-time recording), speech analytics, quality monitoring and agent coaching capabilities that help improve the quality of your customer interactions. |
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Aspect Quality Management Helps Manage Sensitive Customer Data
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| Aspect Quality Management helps promote compliance with the PCI DSS requirements by securely recording, storing, and replaying customer interactions while at the same time improving the quality of those interactions. |
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AmBank Group Case Study
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| This AmBank case study demonstrates how the company leveraged unified communications to reduce costs and improve contact center manageability. |
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Aspect Workforce Management Optimization Review Data Sheet
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| This data sheet describes how the Aspect Workforce Management Optimization Review helps you to improve operational efficiency by identifying ways in which you can more fully utilize Aspect Workforce Management. |
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Ping An Insurance (Group) Case Study
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| This Ping An case study provides specific details on how the Chinese insurance company has seen significant improvement in telesales productivity as well as an increase in sales with Aspect Unified IP. |
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Aspect Social Media Channel Integration Offering
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| Aspect Social Media Channel Integration allows customers to bring the social dialogue into the contact center and apply Aspect’s sophisticated workflow rules, call center performance analytics, and workforce optimization capabilities to social media-based communications. |
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Aspect Workforce Management - Virtual Schedule Attendant
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| Utilizing Aspect Unified IP enhanced bi-directional integration into Aspect Workforce Management, the Virtual Schedule Attendant provides the ability for employees to dial into the contact center to alert administrative and management staff of schedule affecting changes (tardiness, absence, personal day, etc.). |
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Aspect® Performance Management
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| Aspect Performance Management measures and communicates contact center results to continuously improve business processes by providing analytics tools and performance scorecards that automatically initiate alerts and actions without human interaction. |
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Aspect Professional Services Technology Primer: Enhancing the Value of Aspect Performance Management
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| Guide to methodologies and best practices for using Aspect Performance Management. |
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Klant Contact Services
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| This Klant Contact Services case study provides detail on how the company enhanced planning, forecasting and scheduling processes with Aspect's workforce optimization capabilities. |
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Alaska Airlines
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| This Alaska Airlines case study discusses how the company used Aspect's workforce management and an at-home agent program to improve productivty and customer service. |
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Adopting a Continuous Improvement Culture in the Contact Center Podcast
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| Brett Williams, Director of Product Management for the PerformanceEdge Group at Aspect, outlines the opportunities for organizations to improve contact center agent productivity for the contact center, Productive Workforce™. |
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Insight On- At-home Agents and the Virtual Contact Center
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| This Insight On discusses the seven things you need to know about at-home agents and the virtual contact center |
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Garlands Call Centres
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| This Garlands Call Centres case study provides detail on how the leading UK outsourcer used Aspect Unified IP to drive their IP transition strategy. |
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What has Your Quality Monitoring Program Done for You Lately? Best Practices in Quality Monitoring
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| This paper offers some practical best practice tips for assessing and increasing the value that your quality process is delivering. |
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Beyond Workforce Management
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| This white paper explains the concept of workforce productivity and the technologies that support it, and offers advice for selecting the right workforce productivity solutions and vendors. |
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Making the Back Office Pay
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| Measuring and increasing productivity while reducing costs |
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Work Smarter, Not Harder
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| This white paper discusses the importance in developing a strategy for contact center performance optimization for collections and telemarketing. |
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At-Home Contact Center Agents – Making the Right Decision
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| This white paper will allow you to further understand what items need to be explored as your company considers adding at-home agents to your contact center. |
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Keeping Pace with the Consumer: Finding the right partner for your next-generation contact center
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| This white 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. |
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VQconnect™ for Aspect® Workforce Management
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| Call Design Pty Ltd©, a validated Aspect partner, has developed a server based application that enables Aspect Workforce Management to interface with the Genesys® Customer Interaction Management (CIM) Platform. |
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