Online Event Replays
Featuring: Subramanya C from HGS with Michael Kropidlowski from Aspect
Over the last several months, we have experienced one of the most unusual times in modern human history, and we seem to be coming out the other side.
Organizations are weighing the impact of the global pandemic on their business continuity plans and what are the right options are for staff returning to the office, continuing at home or a mix of both. Many organizations found that sending agents home could not only work, but in fact, work quite well. Contact centers see the opportunity to give staff flexibility and choice, but may not be confident in the long-term success of work-from-home.
In this session we will hear from HGS and their experience with moving staff to work-from-home and what workforce engagement and management strategies are working in the new realities of a remote, mobile workforce. They will also share what Workforce Optimization capabilities they are leveraging to keep at home workers engaged and productive, while keeping customer satisfactions levels high.
Key take-aways:
- Hear about best practices from experts who have recently established a work-from-home, work from anywhere mobile workforce
- Learn how contact center managers can ensure that the necessary communications infrastructure is in place and that their staff is as productive and efficient at home as they are on-site
- Understand what new metrics or adjustments to existing metrics are needed for WFH vs. in office agents
- How to focus more attention on the quality management process and adjust the frequency of coaching for WFH agents
Customer Success Story — Automated Self-Service: Solving for Speed, Simplicity and Efficiency, Featuring BAC Credomatic
In this case study, learn how Aspect Customer BAC Credomatic developed a series of bots across multiple self-service channels that helped support better and more efficient customer experiences for collections, online banking, lending and more.
Watch this session to learn how BAC Credomatic:
- Increased digital collections by 12%
- Improved efficiency in self-service operations
- Supports 30% of interactions outside of regular service hours
- And more
Featuring: Omer Minkara of Aberdeen with Ed Berndt from Aspect
Uncertainty impacting business activities is the top concern keeping contact center leaders up at night. Many firms have already experienced the effects of this uncertainty and have tried to adapt to the best of their abilities. Compared to their less equipped peers, savvy contact center leaders have weathered the operational impact of these uncertain times more easily. That’s because they’ve already established business continuity plans that have helped them rapidly adapt to the new ways of doing business, including remote work and sudden changes in customer demand.
Watch this webinar replay to learn:
- How a business continuity plan impacts contact center preparedness and innovation
- The short-term and long-term benefits of a top-notch business continuity plan
- Five building blocks to success in business continuity
- Real-life success stories of how top brands weathered the recent downturn
Exploring New Approaches to Managing Disease Effectively
5/14/2018
University of Michigan joins Aspect to discuss how Aspect® Patient Engagement™ leverages Microsoft Dynamics 365 to help drive better outcomes for patients struggling with chronic diseases. Dr. Piette from University Michigan Medical Center will share the business challenges faced, use of Aspect Patient Engagement for patient survey and communications management, and what the outlook is as they move forward. Aspect will follow with a live demonstration to show how technology facilitates meaningful relationships with patients in a scalable, automated means throughout the patient journey.
Learning Objectives:
- Learn about techniques that are helping drive better outcomes for patients with chronic diseases
- Learn how providers are using improving patient engagement through the use of surveys and communication tools
- Learn how to use scalable technology to develop meaningful relationships with patients
How to Improve the Patient Journey through Aspect Patient Engagement
9/27/2017
See how to evolve the patient journey through enhanced engagement on their preferred channels of communication. You will learn how to:
- Reduce no shows and improve medication adherence with appointment reminders and notifications through mobile and SMS
- Deliver consistent care and support via voice, email, web chat, SMS and mobile
- Allow patients and families to better engage with providers and make good use of omnichannel self-service technology through consumer channels such as SMS
- Provide a digital trail for staff through EHR/CRM integration, ensuring continuity of interactions, so patients don’t have to repeat information they've already provided
- Reduce readmissions, improve recovery rates and enhance home care by keeping patients informed through automated voice, email or SMS notifications; and enable them to transition to a live two-way conversation when needed
5 Questions Forward- Looking Customer Service Leaders are Asking
11/9/2016
Get answers to 5 questions that are top-of-mind with forward-thinking customer service leaders with Ian Jacobs, Senior Analyst at Forrester Research, and Jim Freeze, Aspect Software CMO.
Maximize your Customer Engagement with Aspect Via
10/13/2016
Discover the advantages of moving from siloed support to a cross-functional customer engagement center that is designed to deliver exceptional experiences throughout the customer journey.
The Collaborative Shift: How to Set the Right Path to Meaningful Interactions
8/18/2016
In order to avoid failure and achieve productive and efficient collaboration, it not only takes a technology shift, but also a behavioral shift. Investing in technology first and then requiring your employees to use it does not work well with the way humans operate. People need to feel that they are invited into a system that provides them value and fits into their needs. This means you must think strategically about your course of collaborative action both on the technology level and, even more importantly, on the people level.
View this webinar from Aspect and relational business expert, Canopy Gap, for this interactive webinar to:
- Learn the “next practices” for enterprise collaboration
- Take a close look at organizations and principles that are changing the way we view collaboration in the enterprise
- Discover how your organization can start to set the right path to interactions that matter
Project Management Made Easy for Everyday Project Managers
5/19/2016
Maybe you have Project Manager in your title. Maybe you don’t. Regardless of your official title, chances are, you are managing multiple projects every day. Across all industries, an easy, user-friendly project management solution offers greater simplicity for managing your projects, immediate visibility and control for senior executives, and a path to continuous project management improvement leading to greater success. Watch Aspect and BrightWork show you how quick and easy it can be to start managing your projects on a platform you probably already own: Microsoft SharePoint.
Make Your Workflows as Easy as 1-2-3
3/9/2016
Workflow automation can power your business and drive your success. Remove the paper from your processes and automate your time-consuming, manual processes to create streamlined workflows in every department of your organization. You’ll save time, cut costs, ensure compliance, increase accuracy and avoid headaches.
Let Aspect show you how easy this can be for both those who implement and end users. In this webinar, we'll explain the importance of a solid workflow strategy and demonstrate how you can get started quick with 3 use case scenarios.
CRMXchange: Advancements in Quality Assurance Tech Showcase
2/23/2016
Recording and quality management software are the foundation upon which an effective quality assurance program is built. Many contact centers have had their legacy recording and quality management solutions for 5 or more years, and in that time the technology has evolved significantly. User interfaces have become much simpler to learn and use. Speech Analytics has joined the fold as an extremely valuable enhancement to the quality management process.
Customer Obsession 2016: 10 Trends to Earn Customer Loyalty
2/16/2016
Join Forrester’s Kate Leggett, VP, Principal Analyst and Aspect’s Joe Gagnon, SVP & Chief Customer Transformation Officer for 10 customer service trends that reflect this growing emphasis on customer obsession.
Customer Success Story — Automated Self-Service: Solving for Speed, Simplicity and Efficiency, Featuring BAC Credomatic
In this case study, learn how Aspect Customer BAC Credomatic developed a series of bots across multiple self-service channels that helped support better and more efficient customer experiences for collections, online banking, lending and more.
Watch this session to learn how BAC Credomatic:
- Increased digital collections by 12%
- Improved efficiency in self-service operations
- Supports 30% of interactions outside of regular service hours
- And more
How to Improve the Patient Journey through Aspect Patient Engagement
9/27/2017
See how to evolve the patient journey through enhanced engagement on their preferred channels of communication. You will learn how to:
- Reduce no shows and improve medication adherence with appointment reminders and notifications through mobile and SMS
- Deliver consistent care and support via voice, email, web chat, SMS and mobile
- Allow patients and families to better engage with providers and make good use of omnichannel self-service technology through consumer channels such as SMS
- Provide a digital trail for staff through EHR/CRM integration, ensuring continuity of interactions, so patients don’t have to repeat information they've already provided
- Reduce readmissions, improve recovery rates and enhance home care by keeping patients informed through automated voice, email or SMS notifications; and enable them to transition to a live two-way conversation when needed
Exploring New Approaches to Managing Disease Effectively
5/14/2018
University of Michigan joins Aspect to discuss how Aspect® Patient Engagement™ leverages Microsoft Dynamics 365 to help drive better outcomes for patients struggling with chronic diseases. Dr. Piette from University Michigan Medical Center will share the business challenges faced, use of Aspect Patient Engagement for patient survey and communications management, and what the outlook is as they move forward. Aspect will follow with a live demonstration to show how technology facilitates meaningful relationships with patients in a scalable, automated means throughout the patient journey.
Learning Objectives:
- Learn about techniques that are helping drive better outcomes for patients with chronic diseases
- Learn how providers are using improving patient engagement through the use of surveys and communication tools
- Learn how to use scalable technology to develop meaningful relationships with patients
How to Improve the Patient Journey through Aspect Patient Engagement
9/27/2017
See how to evolve the patient journey through enhanced engagement on their preferred channels of communication. You will learn how to:
- Reduce no shows and improve medication adherence with appointment reminders and notifications through mobile and SMS
- Deliver consistent care and support via voice, email, web chat, SMS and mobile
- Allow patients and families to better engage with providers and make good use of omnichannel self-service technology through consumer channels such as SMS
- Provide a digital trail for staff through EHR/CRM integration, ensuring continuity of interactions, so patients don’t have to repeat information they've already provided
- Reduce readmissions, improve recovery rates and enhance home care by keeping patients informed through automated voice, email or SMS notifications; and enable them to transition to a live two-way conversation when needed
Case Study: How Valley Medical Center is Keeping Patients at the Center of Care with Electronic Health Record Integration
10/12/2016
Healthcare providers are faced with the challenge of delivering high quality care at a low cost while empowering patients to take control of their health. Meanwhile, patients expect fast and easy access to their health information. Making this a reality depends on digitally connecting core technologies, improving patient communications and advancing coordination of care throughout the patient journey.
Valley Medical Center, the largest nonprofit healthcare provider between Seattle and Tacoma, recently integrated their Electronic Health Record (EHR) system with Aspect, including downstream improvements to the patient experience.
Project Management Made Easy for Everyday Project Managers
5/19/2016
Maybe you have Project Manager in your title. Maybe you don’t. Regardless of your official title, chances are, you are managing multiple projects every day. Across all industries, an easy, user-friendly project management solution offers greater simplicity for managing your projects, immediate visibility and control for senior executives, and a path to continuous project management improvement leading to greater success. Watch Aspect and BrightWork show you how quick and easy it can be to start managing your projects on a platform you probably already own: Microsoft SharePoint.
CRMXchange: Advancements in Quality Assurance Tech Showcase
2/23/2016
Recording and quality management software are the foundation upon which an effective quality assurance program is built. Many contact centers have had their legacy recording and quality management solutions for 5 or more years, and in that time the technology has evolved significantly. User interfaces have become much simpler to learn and use. Speech Analytics has joined the fold as an extremely valuable enhancement to the quality management process.
Top 10 Benefits of Speech and Text Analytics
11/6/2018
Traditional quality assurance in contact centers is labor intensive, often subjective and only samples a small percentage of the total number of customer calls. That old manual process is giving way to more automated quality analysis for all channels of customer interaction. Learn how to dramatically streamline your QM process and enjoy many other benefits from modern speech and text analytics. Real-world case studies will be presented to illustrate the dramatic improvements possible.
Customer Success Story — Automated Self-Service: Solving for Speed, Simplicity and Efficiency, Featuring BAC Credomatic
In this case study, learn how Aspect Customer BAC Credomatic developed a series of bots across multiple self-service channels that helped support better and more efficient customer experiences for collections, online banking, lending and more.
Watch this session to learn how BAC Credomatic:
- Increased digital collections by 12%
- Improved efficiency in self-service operations
- Supports 30% of interactions outside of regular service hours
- And more
Exploring New Approaches to Managing Disease Effectively
5/14/2018
University of Michigan joins Aspect to discuss how Aspect® Patient Engagement™ leverages Microsoft Dynamics 365 to help drive better outcomes for patients struggling with chronic diseases. Dr. Piette from University Michigan Medical Center will share the business challenges faced, use of Aspect Patient Engagement for patient survey and communications management, and what the outlook is as they move forward. Aspect will follow with a live demonstration to show how technology facilitates meaningful relationships with patients in a scalable, automated means throughout the patient journey.
Learning Objectives:
- Learn about techniques that are helping drive better outcomes for patients with chronic diseases
- Learn how providers are using improving patient engagement through the use of surveys and communication tools
- Learn how to use scalable technology to develop meaningful relationships with patients
How to Improve the Patient Journey through Aspect Patient Engagement
9/27/2017
See how to evolve the patient journey through enhanced engagement on their preferred channels of communication. You will learn how to:
- Reduce no shows and improve medication adherence with appointment reminders and notifications through mobile and SMS
- Deliver consistent care and support via voice, email, web chat, SMS and mobile
- Allow patients and families to better engage with providers and make good use of omnichannel self-service technology through consumer channels such as SMS
- Provide a digital trail for staff through EHR/CRM integration, ensuring continuity of interactions, so patients don’t have to repeat information they've already provided
- Reduce readmissions, improve recovery rates and enhance home care by keeping patients informed through automated voice, email or SMS notifications; and enable them to transition to a live two-way conversation when needed
5 Questions Forward- Looking Customer Service Leaders are Asking
11/9/2016
Get answers to 5 questions that are top-of-mind with forward-thinking customer service leaders with Ian Jacobs, Senior Analyst at Forrester Research, and Jim Freeze, Aspect Software CMO.
Maximize your Customer Engagement with Aspect Via
10/13/2016
Discover the advantages of moving from siloed support to a cross-functional customer engagement center that is designed to deliver exceptional experiences throughout the customer journey.
Bots for your Customer Service - Tech Showcase
5/25/2016
With the release of Facebook’s bot platform for Messenger, businesses are struggling to understand what these “text bots” can do and where they fit in a broader customer engagement strategy. In this session, we’ll introduce the concept of Interactive Text Response (ITR) as a natural evolution of IVR, and will show various use cases of the technology for customer service, and how it fits into the contact center. Additionally, we’ll share first findings of deployed bots and their adoption through customers.
Make Your Workflows as Easy as 1-2-3
3/9/2016
Workflow automation can power your business and drive your success. Remove the paper from your processes and automate your time-consuming, manual processes to create streamlined workflows in every department of your organization. You’ll save time, cut costs, ensure compliance, increase accuracy and avoid headaches.
Let Aspect show you how easy this can be for both those who implement and end users. In this webinar, we'll explain the importance of a solid workflow strategy and demonstrate how you can get started quick with 3 use case scenarios.
How to Improve the Patient Journey through Aspect Patient Engagement
9/27/2017
See how to evolve the patient journey through enhanced engagement on their preferred channels of communication. You will learn how to:
- Reduce no shows and improve medication adherence with appointment reminders and notifications through mobile and SMS
- Deliver consistent care and support via voice, email, web chat, SMS and mobile
- Allow patients and families to better engage with providers and make good use of omnichannel self-service technology through consumer channels such as SMS
- Provide a digital trail for staff through EHR/CRM integration, ensuring continuity of interactions, so patients don’t have to repeat information they've already provided
- Reduce readmissions, improve recovery rates and enhance home care by keeping patients informed through automated voice, email or SMS notifications; and enable them to transition to a live two-way conversation when needed
Guide to a Resilient Contact Center: Establish a Work-From-Home Workforce
4/2/2020
In order to respond to the challenges posed by COVID-19, organizations are rapidly shifting to work-from-home workforces; this includes contact centers. To enable home workers, there are considerations to bear in mind to ensure service quality remains high while keeping agents engaged and motivated. Aspect stands ready to guide our customers through this transition.
In this webinar, the Aspect Product team covers how our customers can utilize their existing Aspect solutions to quickly shift agents to working from home and reviews best practices to manage home workforces effectively. They also answer questions from the participants around solution capabilities and how Aspect is partnering with our customers to develop work-from-home strategies and plans.
Guide to a Resilient Contact Center: There’s No Such Thing as the New Normal, Lessons Learned in Rapid Migration to Remote-Based Work
4/9/2020
Language Services Associates (LSA) is a global provider of interpretation services and longstanding Aspect customer. In less than seven days LSA had to move its entire corporate operations and call flow to remote locations, all while volume spiked during the COVID-19 pandemic. Managing Director Scott Cooper and EVP Mauricio Vicente, members of LSA’s senior leadership, helped drive the company’s personnel, technology, customer relations and communication strategies. This webinar will focus on some hard lessons learned and how proper leveraging of technology and evolving product offerings kept LSA’s customers without interruption.
Guide to a Resilient Contact Center: Manage Your Work-From-Home Workforce
4/16/2020
As a result of the COVID-19 pandemic, organizations are rapidly shifting some or all their employees to work-from-home. In some cases, cultural norms, workforce management and engagement practices have needed to change overnight. This webinar will focus on how contact center managers can ensure their staff is as productive and efficient at-home as they are on-site. We’ll hear about best practices from our panel of experts who have recently established a work-from-home workforce. We’ll reserve time for the audience to ask our panelists questions regarding the most challenging issues they faced in making the transition to a work-from-home environment.
Guide to a Resilient Contact Center: The Advantages of Cloud
4/23/2020
In the event of a disaster or outage, flexibility is critical to ensuring that contact centers can continue to service their customers, earn their loyalty and solidify lifetime brand champions. As a result of COVID-19, contact centers are rapidly shifting their staff to work-from-home, and those that have deployed contact management and workforce optimization software in the cloud have been able to make the transition in a matter of hours. Hear from Aspect customer Connor Shaw of Hoist Finance as he discusses how cloud contact center infrastructure and software allowed his organization to quickly respond and scale due to COVID-19. Hoist also gained the ability to quickly implement new capabilities and features when necessary and maintain contact center operations as part of a business continuity plan if critical infrastructure is impacted.
Guide to a Resilient Contact Center: Using Speech Analytics in the Work-From-Home Contact Center
4/30/2020
With the arrival of COVID-19, contact centers are facing a double-whammy: 1) The epidemic has created new challenges for customers that manifest themselves in changing customer service demands. 2) With many agents working from home, there’s a higher risk of poor interaction quality that goes unnoticed. Contact center mangers need to quickly surface these problems and act on them immediately. Steve Chirokas, Director of Product & Channel Marketing at CallMiner, will explain how Speech Analytics can help.
Guide to a Resilient Contact Center: How Will Your Virtual Contact Center Change the Way Your Agents Work?
5/7/2020
A crisis forcing remote work has proven to be more challenging for contact centers than other information workers. Now that everyone has a few weeks of experience in this new workflow, how has this impacted your culture, agent performance and overall operations? Join this webinar to hear Aspect partner, Intradiem, share what customers have learned, how they plan to keep up with agent engagement initiatives, and why the virtual contact center looks like a good strategic plan for the long term.
Guide to a Resilient Contact Center: Coaching and Mentoring in Times of Crisis and Uncertainty
5/14/2020
In this time of heightened anxiety, we must motivate, enable and empower our team-members more than ever. We have to help them gain clarity and confidence, and then support them to bring out their best, individually and collectively. The best way to provide this support is by using coaching and mentoring skills to help them think more broadly, beyond the narrow beliefs and assumptions that are holding them back. This session was designed to support you to coach and mentor others to rise above their anxiety throughout this crisis and its aftermath. It will focus on foundational coaching skills adapted to crisis-management.
Featuring: Subramanya C from HGS with Michael Kropidlowski from Aspect
Over the last several months, we have experienced one of the most unusual times in modern human history, and we seem to be coming out the other side.
Organizations are weighing the impact of the global pandemic on their business continuity plans and what are the right options are for staff returning to the office, continuing at home or a mix of both. Many organizations found that sending agents home could not only work, but in fact, work quite well. Contact centers see the opportunity to give staff flexibility and choice, but may not be confident in the long-term success of work-from-home.
In this session we will hear from HGS and their experience with moving staff to work-from-home and what workforce engagement and management strategies are working in the new realities of a remote, mobile workforce. They will also share what workforce optimization capabilities they are leveraging to keep at home workers engaged and productive, while keeping customer satisfactions levels high.
Key take-aways:
- Hear about best practices from experts who have recently established a work-from-home, work from anywhere mobile workforce
- Learn how contact center managers can ensure that the necessary communications infrastructure is in place and that their staff is as productive and efficient at home as they are on-site
- Understand what new metrics or adjustments to existing metrics are needed for WFH vs. in office agents
- How to focus more attention on the quality management process and adjust the frequency of coaching for WFH agents
Top 10 Benefits of Speech and Text Analytics
11/6/2018
Traditional quality assurance in contact centers is labor intensive, often subjective and only samples a small percentage of the total number of customer calls. That old manual process is giving way to more automated quality analysis for all channels of customer interaction. Learn how to dramatically streamline your QM process and enjoy many other benefits from modern speech and text analytics. Real-world case studies will be presented to illustrate the dramatic improvements possible.
Contact Center Scheduling in the Gig Economy
10/30/2018
While just 4% of contact centers are using Gig workers today, 56% of those surveyed are considering using Gig workers going forward (Saddletree Research).Don’t ignore this pervasive change in the labor market! It’s been proven that the right technology can be used to efficiently match available work with available workers for impromptu, short gigs. Just ask Uber. Other companies, like Lyft, Amazon and many contact centers are following suit. Want to learn more about how this can work inside your company?
Contact Scheduling in the Gig Economy
10/25/2018
With Gig Economy engagements growing at three times the rate of the overall economy, this new workplace dynamic is becoming more and more attractive for contact centers. Saddletree Research recently released its annual survey with new findings about the preferences of managers regarding Gig Economy work in contact centers. Aspect Software has also recently completed a survey of agent preferences related to this new working arrangement. In this webinar, you’ll learn where the views of managers and agents align, and where they don’t.
Revealing the Value of Your WFM System
9/13/2018
A good workforce management system is a very powerful but complex software solution, so most contact center WFM users find it valuable to get a little extra help from an expert. Blue Shield of California sought to ensure an equitable employee culture that provided the same privileges to all employees in the organization. Historically, contact center agents had less flexibility in altering their schedules and adjusting their start/stop times. They also had to undergo a time-consuming bid process to schedule vacation. Aspect’s most trusted channel partner, Call Design, recognized that many of these agent frustrations could largely be eliminated by gaining a better understanding of the scheduling and agent engagement features in Aspect Workforce Management.
Top 10 Benefits of Speech and Text Analytics
7/17/2018
The old manual process of quality assurance in contact centers is labor intensive, often subjective and only samples a small percentage of the total number of customer calls. Thanks to advancements in analytics technology, there are now much more automated methods for quality assurance in all channels of customer interaction. You’ll hear insights from Jon Fischer, Strategic Director, WFO, Aspect and Steve Chirokas, Director Product & Channel Marketing, CallMiner.
In this webinar we will share:
- How to streamline your QM process
- The benefits of modern speech and text analytics
- Real-world case studies demonstrating what’s possible
- Plus, much more
Scheduling Agents in a Gig Economy
6/19/2018
This webinar covers:
- What is the Gig Economy?
- How to adapt your contact center operation to the Gig Economy
- Why workforce management systems will need to change to meet the requirements of unpredictable and widely varying agent schedule preferences
- What you need to do to get started
- Our panel of experts will be on hand to provide first hand knowledge
CRMXchange Tech Showcase: Speech Analytics Demystified
5/17/2018
Presented by: Mary Ward, Senior Solution Consultant, Aspect Software
Speech analytics used to be considered a luxury in the contact center, partly because the technology is not well understood. However, the business case for this remarkable technology is inescapable. Contact centers struggling to increase revenue, reduce cost, improve interaction quality and ensure compliance should be considering speech analytics as an operational silver bullet. Join Aspect for a demonstration of how this technology works on real customer data and learn how you can enjoy great benefits throughout your contact center.
Five Major Technology Trends That Will Shape the Future of Workforce Optimization
4/25/2018
Join us for a session of refreshing perspectives, where Annick Duffy, Managing Director, WFO and Dan Wolfgram, Strategic Director, will share how technology is changing at a dizzying rate and the contact center is feeling the impact with a vengeance.
Learn about the most important technological influences affecting customers and employees alike – and how your organization will need to respond with the help of WFO solutions.
Scheduling Agents in a Gig Economy
4/5/2018
Over one third of the U.S. workforce are “gig” workers. By 2020, 40% will be gig workers. (Forbes)
Don’t ignore this trend! It’s been proven that the right technology can be used to match available workers for impromptu, short gigs effectively and efficiently. Just ask Uber. Other companies, like Lyft, Amazon and many contact centers are following suit. Want to learn more about how this can benefit your company?
What's Behind the Cloud Computing Migration, Paul Stockford, Saddletree Research
11/28/2017
Contact centers, like most forms of enterprise software, are migrating toward the cloud. In this webinar, well known industry analyst Paul Stockford of Saddletree Research, will present some of his new findings on use and plans for WFO in the cloud based upon a survey of contact centers just completed in August. Learn about the primary motivators for moving to the cloud, how buying attitudes are changing, and what might be a low-risk path to a complete cloud contact center. Don’t miss this webinar if you are seriously considering a cloud contact center.
Elevating the Agent Experience Using Customer Experience Tools
11/29/2017
Organizations continue to invest in the quality of their self-service tools and agent-assisted service to ensure consumers enjoy the best possible customer experience at reasonable cost. Many studies, including some primary research by Aspect, show that a happier and more engaged agent is far more productive as well as being a far better emissary of the organization. It’s time for organizations to apply customer experience tools to the agent experience. In this webinar you will learn about specific technologies that are known to improve agent job satisfaction. You’ll also hear about some ground-breaking work being done by Asurion that is showing significant positive results in absenteeism and attrition as well as saving on overtime and overstaffing. Join us to understand the latest in WFM innovations that improve the agent experience.
WFM Challenges that Keep You Up at Night
11/30/2017
Contact centers are complex organisms, and with this complexity comes difficult challenges for workforce planners. Join our panel of WFM experts to discuss some of the most difficult issues plaguing the WFM team including: workforce planning for an omni-channel contact enter, scheduling in an increasingly “Gig Economy”, and simplifying complex schedule trades. We’ll ask our panel about traditional and non-traditional solutions to these issues and solicit questions from the viewing audience to be addressed by the panel. Don’t miss this webinar if you have a pressing question you would like some help with.
Case Study Webinar: Implementing an Effective Quality Management Process
8/2/2017
Valley Medical Center is a textbook example of how a new quality management process can be introduced with immediate tangible results yet without creating significant additional overhead. To help achieve their strategic vision of improving the patient experience, Valley Medical made the watershed decision to implement quality management across its most important contact centers using Aspect’s Quality Management and Recording solutions.
How to Overcome Workforce Optimization Issues (CRMXchange Tech Showcase)
7/27/2017
During this session, we will review common Workforce Optimization challenges, how to overcome them, and discuss features and benefits of Workforce Management in the Cloud.
This product demonstration will focus on key objectives such as:
- Reducing Cost/Improve Efficiency
- Enhance Customer Experience
- Improve Employee Experience
- Develop New Resources and Revenue Streams
What You Need to Know about Omni-Channel Workforce Management
6/14/2017
Although voice is still king, text channels are growing at an extremely high rate. For now, the contact center continues to be the de facto clearinghouse for most forms of customer communication, and we must adapt our traditional workforce management tools to operate in a world of text channels with dynamics that are completely different from voice. In this session, we will examine the challenges of managing an efficient workforce across multiple communication channels and discuss new capabilities that ensure you can blend voice and digital channel in the most efficient way possible.
Understanding the Voice of the Customer with Engagement Analytics – Case Study Webinar
6/6/2017
Working with senior executives in the company, OtterBox’s Director of Customer Operations sought to look outside the traditional role of the contact center to find ways it could add significant value to OtterBox. Although the typical primary purpose of speech and text analytics is to monitor the quality of the agent, OtterBox realized that this same technology could be an excellent source of immediate and targeted customer feedback on their products. Learn how OtterBox has harnessed the power of Engagement Analytics to ensure that they remain the #1 most trusted brand in smartphone protection.
Speaker: Greg Hirschi, Director, Customer Service Operations, OtterBox
Top 5 Benefits of Leveraging Speech Analytics in Your Quality Management Initiative
6/30/2016
To ensure you’re meeting customer expectations and delivering the kind of service that leads to long-term loyalty, you need a way to really listen to your customers and understand their needs. Are you able to collect all essential interaction data that fuels your quality management analytics and supports key business decisions? Here’s the bad news: without speech analytics, your QM solution may be crippled by incomplete data, making it more difficult to gain a complete view of customer conversations and sentiment. The good news is, speech analytics can help you close those gaps!
Transforming Quality Management for the 21st Century
2/23/2016
Quality management software has been a staple of effective contact centers for years, but speech analytics elevates the quality assurance process to a new level. Learn how speech analytics has evolved to become an indispensable component of your workforce optimization portfolio, and see speech analytics in action in the Aspect Workforce Optimization suite.