Overview: Aspect is a global software and IT services firm specializing in applying Microsoft unified communications and collaboration to help customers achieve optimal results through enhanced business processes across the enterprise and in the contact center.
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Solutions offered by Aspect.
Research offered by Aspect
5 Steps to Serving Customers in a Mobile World by Aspect. March 12, 2014 - Today's businesses need to connect with their customers wherever they are -- and that's often on mobile devices. Effectively implementing a mobile-friendly strategy is more than just adopting the necessary contact center technology -- it's about building and maintaining customer relationships in a multi-dimensional way.
5 Ways to Optimize Your Workforce by Aspect. December 14, 2012 - You need to provide a flexible, efficient and consistent customer experience, but with the myriad of communication channels available today, legacy service strategies are inadequate. Read on to learn how unified communications and workforce optimization can provide the visibility and control needed to deliver exceptional customer service.
5 Ways to Optimize Your Workforce for Customer Contact in a Social Marketplace by Aspect. August 29, 2013 - This white paper discusses how workforce, quality and performance management capabilities provide practical business processes and tools for effective staffing, monitoring, reporting, evaluation and coaching.
7 Things Retailers Should Know About Multi-channel Self-Service by Aspect. March 05, 2014 - Businesses across all industries are realizing the importance of incorporating multi-channel self-service into their contact center strategies, especially retailers. As of a 2012 research report, over 93% of retailers had implemented some sort of self-service -- and that percentage can only increase.
7 Things You Should Know About Multi-channel Self-Service by Aspect. March 05, 2014 - Todays' customers expect service via a variety of channels: mobile, social media, and old-fashioned telephone, to name a few. To keep up with customer demands, your contact center must figure out how to deploy multi-channel self-service. View this resource for seven things you need to know about multi-channel self-service before you get started.
A Mobile Customer Service Strategy: Research Report and Best Practices Guide by Aspect. December 31, 2013 - Contact center professionals are quickly realizing that they must support customers via mobile devices -- but implementing that mobile support isn't always easy for organizations. In this report, get the info you need to create and implement a successful mobile customer service strategy.
Case Study: Golfbreaks Implements Integrated, Multichannel Contact Center by Aspect. March 03, 2014 - This brief video case study reveals how Golfbreaks.com, Europe's largest golf travel company, successfully implemented a multichannel contact center and optimized its unified communications strategy.
Case study: How CVS/Pharmacy found customer service success by Aspect. July 31, 2013 - This case study reveals how a unified contact center platform enabled CVS/Pharmacy – the nation's largest retail pharmacy chain – to successfully meet its multichannel customer service objectives.
Consumer Satisfaction Benchmarking Report by Aspect. March 07, 2014 - In this comprehensive report, explore the results of a survey conducted by Vanson Bourne about the current state of customer satisfaction in the UK. Get an inside look at what consumers expect from businesses, how they choose to interact with them, and changing perceptions of customer service.
Deployment Flexibility by Aspect. October 31, 2013 - In this white paper, explore two alternatives to traditional infrastructures: cloud deployments and managed services. Discover how managed services allow you to keep your contact center infrastructure on-premise without the burden of managing it, and how cloud deployments offer a scalable host solution with unparalleled flexibility.
Eight Essential Steps: Moving the Contact Center Beyond Operational Efficiency to Business Effectiveness by Aspect. August 10, 2010 - This paper explains how to move the contact center beyond operational efficiency to business effectiveness and provides best practices employed by businesses that already operate their contact centers as profit centers and touching on the technology that makes it possible. Read on to learn how to transform your contact center into a profit center.
Four Reasons Why Proactive Customer Care Means Customer Loyalty by Aspect. April 30, 2013 - This resource counts down four key reasons that proactive customer care makes good business sense, and examines how this strategy can transform your contact center into a customer loyalty center. Also inside, find key tips to help you get started.
Hilton Reservations Worldwide Achieves Efficient Staffing by Aspect. September 30, 2013 - Check out this brief case study to learn how Hilton Reservations Worldwide implemented a workforce management technology that enabled the contact center to plan, manage, and optimize staffing resources, resulting in happier agents and satisfied customers.
Hilton Reservations Worldwide by Aspect. March 2008 - Since implementing the workforce management capabilities, HRW has seen data accuracy go from within ten percent of actual to within three percent of actual due to Aspect eWorkforce Management.
Integrated vs. Unified: Five Reasons Why Contact Centers Must Get Unified by Aspect. August 10, 2010 - This paper presents the main differences between integrated and unified contact centers, and gives five reasons why it is imperative for contact centers to adapt a unified solution. Read on to learn how adopting such a solution can increase productivity, decrease costs, and enhance the customer experience, thereby increasing customer loyalty.
International Cruise & Excursions, Inc. by Aspect. January 2008 - ICE contact center staff had been using Excel spreadsheets to schedule agents, which was an inefficient and difficult practice, Since the agents are the primary drivers of the company's sales.
It's Time to Fix Back-Office Operations by Aspect. December 31, 2013 - Many organizations have been managing back-office operations the same way for years. In this white paper, learn how workforce optimization (WFO) suites can transform your operating model for back-office functions, and get a framework to create a more effective, efficient model.
It’s Time to Fix Back-Office Operations by Aspect. September 30, 2013 - In this report from DMG consulting, discover a framework and methodology for transforming your back-office operations to drive higher quality and lower costs. You'll learn how workforce optimization (WFO) tools can improve the productivity and visibility of your operations, as well as tackle six common back-office challenges.
Keeping Pace with the Consumer: What you Need to Deliver a Next-Generation Customer Experience by Aspect. August 10, 2010 - This paper outlines key capabilities and top-line technical requirements to consider as you engage with IT to determine the best path forward to meet your customers’ demands. Continue reading to learn tips and techniques to keep pace with the consumer and deliver a next-generations customer experience.
Making the Back Office Pay: Measuring and Increasing Productivity while Reducing Costs by Aspect. August 10, 2010 - Understanding how to manage many different types of back-office tasks in the most consistent and efficient manner is a perplexing challenge. This paper will describe how automated workforce optimization is the solution. Continue reading to learn how to improve the customer experience while decreasing required staffing through predictive modeling.
Managing and Optimizing the Call Center by Aspect. September 24, 2013 - In this e-guide from the experts at SearchCRM.com, learn how your organization can optimize its call center and drive customer service success with the use of workforce management (WFM) software, real-time speech analytics software, guidance applications, predictive analytics, and other tools.
Mobility and its impact on the contact centre by Aspect. September 30, 2013 - The number of mobile devices in use is growing exponentially, and Gartner predicts that by 2015 over 80% of handsets sold in mature markets will be smartphones. So how can your contact center organization take advantage of the mobile boom?
Multi-channel Self-service for Financial Services by Aspect. March 06, 2014 - This resource will show you how multi-channel self-service can help you provide consistent, personalized, and integrated customer service across all channels, including mobile web, text, mobile apps, and social media.
Multi-channel Self-service for Insurance Businesses by Aspect. March 11, 2014 - Customer relationship management (CRM) is more important than ever before for all businesses, especially customer-centric ones such as those in the insurance industry. When your customers expect to reach you on their terms, via the channels of their choice, will you be ready?
Multi-channel Self-service for Telecommunications Businesses by Aspect. March 11, 2014 - For the telecommunications (telco) industry, product and price advantages are difficult to maintain, so it often boils down to customer service. To achieve competitive advantage, telco companies have to provide top-notch service to customers demanding 24/7 service via a multitude of channels -- but how?
New Contact Center Metrics to Fit Busy New Customers by Aspect. March 14, 2014 - View this exclusive e-guide to learn more from Fluss and other CRM experts as they explore the right and wrong way to leverage mobility to reach busy customers, as well as how to implement new contact center metrics to measure the effectiveness of new channels -- including email, chat, and social media.
Proactive Monitoring and Management by Aspect. March 31, 2014 - Investing in the right technology is a critical component of ensuring top-notch customer experience in the contact center, but that's all for nothing if your tools aren't performing properly. Wouldn't it be great to eliminate IT concerns and know you'll always have maximum performance, so all you have to worry about is your customer?
Putting the contact center at the center of the customer experience by Aspect. March 31, 2013 - Today's customers have more control of the conversation than ever before -- and your contact center must be equipped to deliver seamless interactions across a variety of channels, lest your customers take their business somewhere else. To do this, you need a comprehensive platform that enables anywhere, anytime service.
Revolutionizing the WFO Industry with a Superior User Experience by Aspect. March 31, 2014 - This informative white paper explains the negative effects of a poor workforce optimization (WFO) user experience, and provides a look at some of the trends impacting good user experience today. Also, discover a WFO application that leverages best practices of user experience to revolutionize the contact center agent's experience.
Seven Critical Capabilities to Demand From Your Cloud Contact Center Provider by Aspect. January 31, 2014 - Delivering exceptional customer service today means having a flexible and reliable contact center, as well as all the tools your agents need to be successful. Many companies are looking to cloud contact center platforms to meet these requirements, but what should you look for in a cloud solution?
Seven Things to Consider When Developing a Unified Communications (UC) Strategy by Aspect. August 10, 2010 - UC can increase revenue and enhance customer relationships all while reducing costs, but developing a UC strategy can seem like a daunting task. In light of this, this paper outlines 7 things organizations should consider as they begin to develop a UC strategy. Read on to learn some helpful hints and strategies to ensure a successful UC deployment.
The back office front and center by Aspect. March 11, 2014 - Unfortunately, when 42% of customer experience decision makers say they can't effectively manage the end-to-end workflow of customer interactions, it's clear that inefficient processes can have serious repercussions. Watch this brief video to learn how to optimize people, processes, and insights to transform back-office operations.
Turning Social Media into a Game-Changing Customer Care Channel by Aspect. May 23, 2013 - Today's customers demand highly personalized, engaging experiences, and leveraging social media to transform your contact center is a way to surpass these expectations. Access this whitepaper to learn how combining contact center best practices with social media CRM technologies can increase the effectiveness of your customer interactions.
US Airways Standardizes WFM Across All Contact Centers by Aspect. September 30, 2013 - After a merger, US Airways was struggling with a great disparity between the applications used across its five call centers. It was evident that US Airways needed a single workforce management tool across all contact centers, in order to solve scheduling issues and better forecast call volume.
VW Credit, Inc. by Aspect. March 2008 - Implementing Aspect eWorkforce Management and its Perform enhancement enabled VCI to optimize its agent performance by allowing better forecasting and more accurate planning, as well as more effective scheduling.
Why Workforce Management and Contact Centers Should go Hand-In-Hand with Customer Experiences by Aspect. March 14, 2014 - In this expert e-guide, learn why companies should focus on an "outside-in" approach to customer experience management (CEM) and workforce management. Discover how "workforce management gives you the tools to manage and optimize staff and, in doing so, keep your costs as low as possible" according to DMG Consulting's Donna Fluss.
Workforce Management Helps Build an Integrated Resource Strategy by Aspect. September 30, 2013 - View this brief case study to learn how BGS invested in new workforce optimization tools in order to achieve more effective resource planning, and in turn produce more satisfied employees and customers. Discover the strategy BGS followed and the benefits they experienced as a result.