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If you missed ACE 2019 or weren't able to attend some of our most popular breakout sessions, we've got you covered. Register now to join us for our Best of ACE 2019 Webinar series.
Outbound Strategies and Best Practices Presented by: Don Hudecek, Senior Product Manager, Aspect
Regulations governing your customer outreach strategies can make it hard to maintain compliance while still aiming for the highest productivity and profitability. The last thing any organization wants to face is a fine or a lawsuit! Aspect solutions can help your organization deploy smart, compliant campaign strategies. Take full advantage of engagement opportunities to save time and resources while adhering to regulatory requirements.
Hands-On Review of Speech Analytics Presented by: Mary Ward, Senior Solutions Consultant, Aspect and Carel Warfield, Senior Solutions Consultant, Aspect
Every single customer conversation can be a source of valuable business insights. The capability to monitor, analyze, and score 100% of your customer conversations can help enhance agent performance, improve customer satisfaction, and increase revenue. Aspect® Engagement Analytics™ is a standalone solution that can monitor, analyze, and intelligently score all of your customer interactions across every channel—all calls, chats, emails, and social media.
Multichannel Performance Tips and Tricks Presented by: Michael Cavataio, Business Application Consultant, Aspect
Multichannel engagement makes it possible for a single agent to carry on multiple conversations across several mediums—including voice, email and web chat—through true multimedia blending. However, serving the customer at whatever point of engagement they are most comfortable with is not without its own management challenges. This session will showcase the new concepts, methodologies, and operating practices required to best support multichannel in your company.
Back Office Forecasting, Scheduling and Tracking/Intraday Work Assignment Tips and Tricks Presented by: Michael Cavataio, Business Application Consultant, Aspect
Workforce optimization tools have been used effectively in front office contact centers for years, but relatively few companies are applying the same benefits and advantages to their back office operations. This session will include information on two Aspect® Workforce Management™ features: Back Office Forecasting, Scheduling and Tracking along with Intraday Work Assignment. Attendees will be able to: