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Managing Your Workforce in Real-Time
(This is a guest blog authored by Spence Mallder, SVP, GM Workforce Optimization, CTO of Aspect Software, originally published on February 12, 2014.) Ben Franklin was a wise man and counseled us with...
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5 Rules for Turning Data into Action for a Better Customer Experience
What is big data? And how is it used to deliver a great customer experience? “Big data” has been defined in many different ways and seems to most often refer to the sheer volume of data, but for the...
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Using Social Media to Drive an Exceptional Customer Experience
You probably know by now that connecting with customers on a personal level through social media is beneficial to your bottom line, right? Though how exactly are you supposed to go about that? Do you...
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3 Key Ways to Tame the Big Data Beast of Contact Center Metrics
Today’s contact center has the ability to capture a vast and invaluable amount of customer and performance-based data. Sounds awesome, but if the center doesn’t have a formal and effective process in...
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Customer Service Delivery in the Utilities & Energy Sector: Some Good News...
For the utilities industry, recent years have brought good news along with the realization that there is still work to be done. The good news is that as the economy continues to grow, energy...
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Customer Experience: Cable Companies are No Longer the Only Show in Town
For the cable industry, competition has significantly increased over the past five years. Customers in many areas now have multiple options for cable providers, and streaming video services like...
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2020 Vision: A Glimpse Into the Contact Center of the Near Future
While at a contact center conference recently, I saw a very odd-looking little man who seemed rather nervous and out of place. Naturally, I assumed he worked in IT. As it turned out, though, he was a...
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Contact Center Data: It’s Here, It’s There, It’s Everywhere!
There are many articles, webinars and conferences with an emphasis on big data and contact centers. Naturally with that being such a hot topic, many in the C-suite and savvy managers are looking at...
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3 Must-Haves for Workforce Management Success
Workforce managers don’t have it easy. Not only are they responsible for accurately forecasting call requirements per half hour by both queue and skill, they are also tasked with scheduling the right...
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Customer Experience. It’s the Number-One Priority Driving Contact Center...
(This is a guest blog authored by Spence Mallder, SVP, GM Workforce Optimization, CTO of Aspect Software, originally published on July 2, 2014.) Improving the customer experience has long been the...
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What Does Customer Service Wait Time Cost You?
When it comes to customer service, wait time is downright evil. It’s just ridiculous that we pay companies for their product and end up waiting to be served. We call about a billing issue and sit on...
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