ASUGA Live User Group Events and Webinars

Members of ASUGA are invited to attend an exclusive series of webinars, as well as in-person networking events throughout a number of locations.

Login or register now to sign up for future events and webinars or to watch the replays of past webinars.

Upcoming

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Online

Taming the E-mail & Info Overload Beasts
Thursday, May 13, 2021 • 12:00-1:00 PM ET

In this webinar you will learn -

  • A new strategy for e-mail/input management that greatly reduces rampant distraction while also simultaneously enhancing key client/customer service (internal and external)
  • How to “triage” all inputs received for much greater efficiency while processing and simultaneously reducing unnecessary extra reviews and rework
  • Specific strategies for reducing the distraction cost of interruptions, smart phones/apps, social & streaming, and even the spouse, kids, and dogs!

Past Webinars

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WFM Tools to Balance Work-from-Home and Office Staffing
Thursday, April 8, 2021 • 12:00-1:00 PM ET

Considering bringing workers back into the office in 2021? Join us on Thursday, April 8 at 12.00 pm EDT for WFM Tools to Balance Work-from-Home and Office Staffing.

In this webinar, Aspect subject matter experts will discuss how workforce management features can be used to seamlessly enable “work-from-anywhere” agents and how to leverage a mix of remote and in office workers to get the best of both worlds.  We will also discuss how workforce management software along with seat management and facility planning tools can help you and your agents remain healthy and socially distanced in the office setting, while complying with national/local guidelines and protocols.

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The Human Side of Ethics
Broadcast Date: March 11, 2021

With a unique perspective gained from his own past experience, Chuck Gallagher sheds new light on why we do what we do and how to influence behavior.

Watch the replay to:

  • Understand specific human dynamics when it comes to ethical decisions
  • Identify key components involved in making ethical choices
  • Review the phases of “The Unethical Continuum”
  • Establish a road map to keep employees’ behavior between the ethical lines

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Aspect Workforce Management User Group
Broadcast Date: February 24, 2021

Watch the video to learn about the WFM Best Practices implemented at Assurant. Cynthia Danford, WFM Supervisor, Assurant.

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Discover New Features in Aspect Workforce Management 21
Broadcast Date: February 11, 2021

Learn about new capabilities and enhancements delivered in the new Aspect Workforce Management Version 21 release. This release delivers our most advanced WFM solution for the mobile workforce. Check out the powerful new features that makes the job of the workforce planner easier and more efficient, including enabling real-time adherence management in the web, enhanced self-service schedule flexibility, intra-day performance for mobile supervisors and more.

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Working from a Distance: Thriving in Today’s Virtual and Hybrid Workplace
Broadcast Date: January 14, 2021

Suddenly thrust into a world that only a small segment of the workforce had experienced before the spring of 2020, workers and their leaders have quickly adapted new methods, and more importantly, new ways of thinking about the world of work.

Richard Hadden shares what he’s learned from leadership and the front line: How to tackle the same objectives we had in the traditional workplace, but now in a remote and mixed, or hybrid environment. Plus, how to build relationships and have some fun along the way!

You’ll learn:

  • The pros and cons of remote work – how to maximise the pros and minimise the cons
  • Specific tips to connect, engage, and collaborate in a remote and hybrid setting
  • The future of “Work from Anywhere” – and why we’re never getting all the toothpaste back in the tube

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Get All the Advantages of the Cloud with the Aspect Via Platform
Broadcast Date: December 2, 2020

In this webinar, we will discuss the advantages of deploying enterprise contact centre software in the cloud, and what the process of moving to the cloud looks like. We will also cover some of the new contact management features and capabilities that were delivered in the Aspect Via 20 release and new features and capabilities that are under development and coming soon.

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You Can Soothe, Smooth and Improve Difficult People
Broadcast Date: November 12, 2020

Life doesn’t always go the way we want it to. Whether it is an encounter with a stressful situation, a difficult day or an unwanted change, the stress of difficult people can take a toll. Attend this webinar to learn how to maintain a positive outlook – whatever life brings your way.

  • How to prevent escalation of difficult situations
  • How to respond more confidently in conflict situations
  • How to significantly reduce your number of difficult encounters
  • 5 tips that reduce the length of calls while increasing caller satisfaction
  • The importance of using empathy and tact, even when under pressure

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Facts Tell, Stories Sell, But Advocates Win
Broadcast Date: October 8, 2020

In this engaging webinar, you’ll learn the tools presenter Heather Hansen honed in 20 years as an award-winning trial attorney and how you can use them to:

  • Identify your "jury" (clients, customers, investors or team members) and what they need to hear so you can win
  • Break the "curse of knowledge" with the right message
  • Optimise both the message and the messenger, with a special focus on tone of voice
  • Use the 7x7w model to create a message that wins

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What’s New in Aspect® Unified IP® 7.4 SP1?
Broadcast Date: August 13, 2020

This session covers new features and capabilities that were delivered in Aspect Unified IP and Advanced List Management 7.4 SP1.

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Management of Projects as Usual
Broadcast Date: July 9, 2020

This webinar investigates the seven key activities for all project managers. When applied in a project environment these activities will ultimately result in becoming a good manager of change in this modern world.

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See What's New with Aspect®️ Workforce Management™️
Broadcast Date: June 11, 2020

Aspect Workforce Management (WFM) has been a leader in the contact centre workforce management industry for decades and Aspect plans to keep it that way. In July, Aspect will release version 20 of our flagship WFM solution. Full of powerful new features it will make the job of the workforce planner and the employee even easier and more efficient — especially in the work-from-home environment.

In this ASUGA session learn about these exciting new features. Plus, get a sneak peek at what will be available later this year and in 2021.

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Coaching and Mentoring in Times of Crisis and Uncertainty
Broadcast Date: May 14, 2020

Presenter: Marcia Reynolds, PsyD Master Certified Coach

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.

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There’s No Such Thing as the New Normal, Lessons Learned in Rapid Migration to Remote-Based Work
Broadcast Date: April 9, 2020

Presenters: Scott Cooper, Managing Director, Language Services Associates | Mauricio Vicente, Executive Vice President, Language Services Associates | Ricardo De Biase, Aspect Product Management

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.

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Reducing Bias in Order to Create a More Inclusive and Diverse Workforce
Broadcast Date: March 12, 2020

Presenter: Hayley Barnard, Managing Director and Diversity Strategist , MIX Diversity Developers 

Most companies appreciate that diversity can drive innovation and success. Yet the question remains, how do we ensure we are able to attract and recruit the very best talent across the widest range of diversity traits? Do we inadvertently put off some diverse candidates before they even apply? Are we as impartial as we would like to think we are with our colleagues? How can we boost fairness and equality in the workplace? Using the most recent research as well as on-the-ground experience gathered from clients in industries spanning from construction to finance to pharmaceuticals, this webinar will help those at any level of an organisation to understand the challenges posed by unconscious bias and equip them with practical tools to mitigate the effects of bias and foster truly inclusive practices.