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Volume Forecasting | Scheduling | Tracking
Performance Management
Coaching | Performance Data | Gamification
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Speech Analytics | Text Analytics | Trend Discovery
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Overview
The omnichannel customer journey is rapidly changing, placing new demands on your business, your agents and your existing software solutions. Aspect's Professional Services consultancy teams focus on helping you deliver integrated, informed, empowered contact centre interactions through every channel, at every touchpoint. Whether your organisation requires project planning, strategy and governance planning, custom application development or resources to augment your existing staff, we're here to help. We specialise in developing complex integrations with multiple technology platforms, enabling you to continue benefiting from the solutions and investments you've already made—and take them even further.
Implementation
Aspect's experience-first approach to implementation includes a proven project management framework designed to work with you to achieve your goals on time and on budget. We build on existing customer contact investments and enterprise technologies you already use in order to open up communication, solve workflow bottlenecks and automate smarter business processes. Ultimately, that means dramatically increased business efficiencies and more profitable customer interactions. We provide:
Optimisation
In today’s world, having a strategically aligned and executable roadmap for your contact centre and customer experience strategy is not only a good idea, it’s a must-have. Aspect's optimisation services team is comprised of strategic consultants dedicated to helping you optimise your workforce, transform your self-service capabilities and provide business intelligence across your contact centre. We offer:
Workforce Innovation
Agent satisfaction is key to reducing turnover and keeping your workforce engaged and productive. The Millennial influence on the modern workplace has led to higher expectations for seamless systems integrations, user-friendly desktop and mobile applications and greater access to self-service for requests and scheduling. In addition, our workforce innovations leveraging artificial intelligence usher in a new level of contact centre efficiencies by empowering the enterprise to redefine everyday processes, streamline tasks and uncover hidden potential from valuable insights.
CX Innovation
Modern self-service capabilities and experiences can drive substantial cost savings, increase customer satisfaction and provide a differentiated competitive advantage. Aspect has been one of the leaders building chatbots using artificial intelligence (AI) to simulate interactive conversations. Bots are extremely useful for routine customer service and marketing systems to provide answers to questions on topics such as products, services, or company policies. If a customer question exceeds the abilities of the bot, that customer can be routed to human operator for a seamless experience.
Resources
Red Roof Inn Case Study
Complete Nutrition Case Study
Work-From-Home Contact Centre Resources
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