Performance Management

How to motivate employees with non monetary incentives

Published 1st March, 2019

All work and no play makes Jack a dull boy. But why not combine the two? Gamification, among other measures, can greatly improve motivation among your agents.

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What’s next? Future proofing your contact centre

Published 20th December, 2018

With consumer habits – and the technologies that facilitate them – constantly changing, contact centre managers need to always have an eye on future trends.

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Meeting your requirements: Call Design’s customised courses

Published 13th December, 2018

Is there something not quite right in your contact centre, but you can’t quite pin down what? Call Design’s customised contact centre courses can help.

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How to measure good customer service

Published 23rd November, 2018

Quantifying your customer service is essential to maintain standards and further improve. So how can you effectively quantify your process?

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Retaining staff: A guide for contact centre managers

Published 16th November, 2018

Attrition among contact centre staff is an ongoing problem for managers, but what can you do about it? Here are a few ideas.

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Aspect Software Named #1 Workforce Management Market Share Leader in North America by Pelorus Associates

Published 14th November, 2018

Date: 11/13/2018, Phoenix, Arizona Aspect retains top spot in North America in Pelorus Associates’ Workforce Management (WFM) rankings for the 12th consecutive year Aspect recognized for a reputation of delivering excellent customer care, most complete contact centre portfolio in the…

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According to Customers, Aspect Workforce Management Leads the Pack

Published 14th November, 2018

November 13, 2018 Shelley Hofman Workforce Management, Workforce Optimization The G2 Crowd results are in: Aspect has the highest customer satisfaction rating of all leading WFM solutions. The growth and popularity of crowd-sourced customer review and recommendations sites such as…

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Terminology 101: Customer service vs customer experience

Published 1st November, 2018

Customer service and customer experience may sound like they encompass the same ideas, but there are also crucial differences. This article explains.

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The benefits and importance of good performance management

Published 18th September, 2018

Performance management has undergone significant change in recent years. But what is the importance of good performance management to your business?

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Key objectives and processes behind performance management

Published 10th September, 2018

So what is performance management, and what are its key processes and objectives? In this article, we explore these basics and provide examples.

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