Workforce Optimisation

Why and how to adopt a culture of knowledge sharing

Published 1st March, 2019

Knowledge sharing is an essential part of keeping skills and expertise in your business. So how can you implement it effectively?

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The importance of operational planning for your business

Published 15th February, 2019

When it comes to workforce management, operational planning is the key in ensuring your organisation is on track to meet its short-term targets.

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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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Inbound vs. outbound contact centre channels

Published 5th December, 2018

The lines between inbound and outbound contact centres have blurred, and more channels are available than ever before. So what channels should your agents use?

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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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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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The Cloud….. so what??

Published 13th November, 2018

I’ve been thinking about the cloud for a long time now, and while there is no doubt that it is here to stay for the foreseeable future, I’ve been asking myself… so what? I know that it is seen by…

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Workforce Management as we know it is changing

Published 19th October, 2018

As life becomes more complex, workforce management is changing. Discover three important truths about modern WFM.

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How good software can help with your staff management needs

Published 15th October, 2018

Looking for ways to improve your staff management? Great software can centralise your all-important company data, saving you time and keeping standards high.

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