Aspect can help you quickly deploy a comprehensive work-from-home contact center environment.

At Aspect, we’re committed to providing our customers with as much support as possible. As part of this, we have compiled some additional resources aimed at helping you address today’s many challenges. Be sure to check back often as we will be updating and adding to these resources on an ongoing basis.

Key Aspect White Paper
The Home Field Advantage: Business Continuity by Design

The capability to seamlessly shift contact center operations to work-from-home is a best practice in business continuity. By designing an emergency preparedness plan around smart business procedures and the right kind of technology, you can be ready to respond to the unexpected and keep in continual contact with your customers — whether your agents are working on site or at home.

Learn how you can give your business — and your team — the home field advantage.

Analyst Interviews
Omer Minkara, Aberdeen Research

We reached out to Aberdeen VP and Principal Analyst Omer Minkara to answer some of the many questions our customers have today.

  1. What new challenges will contact centers face as they enable business continuity through a primarily work-from-home workforce?
  2. How can contact centers continue to effectively manage remote employees while ensuring that customer service quality and employee morale remain high?
  3. Do agents care more about the tools you give them over what they get paid?
  4. How can organizations take advantage of the cloud and disaster recovery/business continuity benefits while mitigating concerns about data security and access?

Technical Tips
Tech Tips Video Series

This video series focuses on specific features and functionalities most relevant to the world’s ever-changing situation. These quick five- to 10-minute watches cover valuable topics including:

  • Work-from-home transition
  • Queue management
  • Customer notifications
  • Performance monitoring
  • Forecasting and scheduling flexibility
  • Self-service options
  • Back office work

The Tech Tips series is available to customers through the Aspect Community, so be sure to have your customer login handy.

BLOGS: COVID-19 LEADERSHIP UPDATES


Hear from the Aspect executive team on the ways in which our industry is being impacted by global events and how we are prepared to respond both at an organizational level and as a society.

The Help You Need Today
John Lee, VP, Americas Technical Solutions | March 26, 2020

Rebuilding After the Pandemic
Patrick Dennis, CEO | April 20, 2020

A Message from Aspect's CEO on COVID-19
Patrick Dennis, CEO | March 17, 2020

COVID-19: Maintaining Business Continuity and the Safety of All Around Us
Ed Berndt, Chief Customer Officer | March 26, 2020

The Critical Role of the Contact Center during COVID-19
David Funck, Chief Technology Officer | March 23, 2020

WFH: Time to Step Up and Lead
Ed Berndt, Chief Customer Officer | March 30, 2020

Employee Adherence at Home: Watch for Signals - but Reassess their Meaning
Eric Hagaman, Aspect Product Manager | April 2, 2020

Workforce Planning When There’s a Global Pandemic
Julie-Anne Hazlett, Call Design | April 29, 2020

How to Fine-Tune Your WFM Solution to Help Managers Optimize Performance
Bob Moore, Aspect | May 6, 2020

Put Your Customers First in an Evolving Business Landscape
Maddy Hubbard, Aspect | May 8, 2020

OTHER RESOURCES


Asurion Case Study: Global insurance leader in technology support and protection

Ring Case Study: Global home security company owned by Amazon

Aspect® Workforce Mobile Data Sheet: A convenient, effective mobile component of Aspect's Workforce Management solution

Webinars

Watch replays of all episodes of the Resilient Contact Center webinar series, dedicated to helping customers navigate the challenges of establishing or optimizing their work-from-home contact center workforce.

WEBINAR RECORDINGS


Establish a Work-From-Home Workforce
Watch Recording

There’s No Such Thing as the New Normal, Lessons Learned in Rapid Migration to Remote-Based Work
Watch Recording

Manage Your Work-From-Home Workforce
Watch Recording

The Advantages of Cloud
Watch Recording

Using Speech Analytics in the Work-From-Home Contact Center
Watch Recording

How Will Your Virtual Contact Center Change the Way Your Agents Work?
Watch Recording

Coaching and Mentoring in Times of Crisis and Uncertainty
Watch Recording