Aspect Software customer case studies, white papers, newsletters and other materials. http://www.aspect.com 2008-05-11T15:09:26+01:00 http://www.aspect.com/ http://www.aspect.com/favicon.ico text/html 1970-01-01T00:33:27+01:00 Aspect http://aspect.12hna.com/q407_one_newsletter/ text/html 2008-04-11T22:09:26+01:00 Aspect http://www.aspect.com/whitepapers/Aspect_KeepingYourCustomersontheLine_Mktg-WP_wLink.pdf text/html 2008-04-10T22:00:12+01:00 Aspect http://www.aspect.com/casestudies/Aspect_Affinity-Group_ST-CS.pdf CASE STUDY: Affinity Group, Inc. Leader in Recreation Activities Increases Revenue and Member Satisfaction with Aspect Unified IP and PerformanceEdge workforce management. text/html 2008-04-10T04:00:09+01:00 Aspect http://www.aspect.com/whitepapers/Aspect_At-Home-Agents_WP.pdf text/html 2008-04-10T04:00:09+01:00 Aspect http://www.aspect.com/whitepapers/Aspect_Digium_Feel-the-Fire_WP.pdf text/html 2008-04-10T04:00:09+01:00 Aspect http://www.aspect.com/whitepapers/Aspect_VoIPDeploymentStepsStrategy_WP.pdf text/html 2008-04-10T04:00:09+01:00 Aspect http://www.aspect.com/insighton/Aspect_At-Home-Agents_InsightOn.pdf text/html 2008-04-10T04:00:09+01:00 Aspect http://www.aspect.com/whitepapers/Aspect_Integrated-vs-Unified_MktgWP.pdf text/html 2008-04-10T04:00:09+01:00 Aspect http://www.aspect.com/viewpoint/Aspect_Standards-in-the-Contact-Center_ViewPoint.pdf text/html 2008-04-10T04:00:09+01:00 Aspect http://www.aspect.com/casestudies/Aspect_Teleperformance_CS.pdf text/html 2008-04-10T04:00:09+01:00 Aspect http://www.aspect.com/casestudies/Aspect_Virgin-Atlantic_Sales-n-TelMktg_CS.pdf text/html 2008-04-10T04:00:09+01:00 Aspect http://www.aspect.com/whitepapers/Aspect_VoIPBenefitsStrategy_WP.pdf text/html 2008-02-15T20:00:18+01:00 Aspect http://www.aspect.com/casestudies/Aspect_AtlantaJournalConstitution_st-CS.pdf CASE STUDY: Atlanta Journal Constitution increases sales and productivity when it moves from a standalone dialer to a unified solution from Aspect Software text/html 2008-01-29T20:00:16+01:00 Aspect http://www.aspect.com/successstories/Aspect_MarketingAgency_SS.pdf SUCCESS STORY: Marketing Agency utilizes Aspect® Unified IP™ to Unify Contact Center Operations and Manage Growing Customer Base text/html 2007-05-11T17:42:23+01:00 Aspect http://aspect.12hna.com/aspect_one/article.php?en86541106e1723fcbedba69aa1dd640cfe0 Aberdeen Group wants to hear from you for a benchmark report survey they are conducting to gauge customer satisfaction with self-service solutions. And, each respondent who completes the survey will receive a complimentary copy of the resulting report valued at $399.00. text/html 2007-05-11T17:42:23+01:00 Aspect http://aspect.12hna.com/aspect_one/article.php?en86541106e1723fcbedba69aa1dd640cfi3 Consumers' demands of contact centers are louder than ever before.  They want better service, more knowledgeable agents, improved automation and greater control over their interactions with companies. SIP-based VoIP can help! text/html 2007-05-11T17:42:23+01:00 Aspect http://aspect.12hna.com/aspect_one/article.php?en86541106e1723fcbedba69aa1dd640cfe1 Are you concerned that 1 out of every 6 of your customers could be at risk of leaving your company?  If your contact center isn't meeting or exceeding their expectations, this could be a valid concern.  The 2007 Aspect Contact Center Satisfaction Index™ - North America survey reveals that consumer satisfaction is rising, but there is still room for improvement.   And how you well you are satisfying your customer could impact how much future business they do with your company.  Learn what you can do to improve customer satisfaction, but not break the bank. text/html 2007-05-11T17:42:23+01:00 Aspect http://aspect.12hna.com/aspect_one/article.php?en86541106e1723fcbedba69aa1dd640cfi0 There is power in unity. When two or more of anything -- from individuals to entire countries -- work together in unison to achieve a common goal, they are likely to achieve it more quickly and more easily than if they were to work alone. The same is true of the diverse components of a contact center. text/html 2007-05-11T17:42:23+01:00 Aspect http://aspect.12hna.com/aspect_one/article.php?en86541106e1723fcbedba69aa1dd640cfi1 Putting a best-in-class contact center together is like solving a puzzle:  It's a brain teaser like Sudoku, requiring that you solve it with reason and logic. It's a riddle like, "what increases customer satisfaction and reduces costs simultaneously?" And it's a jigsaw with pieces that were never designed to snap together. text/html 2007-05-11T17:42:23+01:00 Aspect http://aspect.12hna.com/aspect_one/article.php?en86541106e1723fcbedba69aa1dd640cfh0 The widespread use of personal computers and Web 2.0 -- the transformation of the Internet from an information source to a collaborative public forum -- has led to Power Shift 2.0:  The Age of the Activist Consumer. But it doesn't have to mean the Dark Ages for your company.   Yes, people can use blogs, chat rooms, wikis and personal web pages to complain about their bad service experiences and motivate others to avoid or desert your brand. But they can also use them to sing your praises and boost your brand to new heights of popularity. So make a power play today and use your contact center to differentiate yourself in the marketplace by setting new standards of customer service. Raise the bar by unifying your people, processes and technology. Read on to learn how. text/html 2007-05-01T03:31:46+01:00 Aspect http://aspect.12hna.com/aspect_one/article.php?en4a154a28ea1bf2ae491ff10d3ff22af3e0 This year's Aspect Excellence Awards recipients are companies that have demonstrated significant contact center innovation or an impressive return on investment using Aspect Software products. Honored at the 2006 Aspect Customer Conference in Dallas, the winners are Partner Communications Company Limited and T-Online International AG. text/html 2007-05-01T03:31:46+01:00 Aspect http://aspect.12hna.com/aspect_one/article.php?en4a154a28ea1bf2ae491ff10d3ff22af3e2 Join us in congratulating Aspect Software customers Brinks Home Security, HealthNet, Thrivent Financial for Lutherans, Expedia, VW Credit, Penske Truck Leasing and Accenture Business Services for Utilities for recently earned industry accolades. text/html 2007-05-01T03:31:46+01:00 Aspect http://aspect.12hna.com/aspect_one/article.php?en4a154a28ea1bf2ae491ff10d3ff22af3i2 Welcome to the latest craze in contact center game shows ... Agent #1:  I would like to come to work 45 minutes later and stay 45 minutes later on Mondays, Wednesdays and Fridays, so I can take a morning yoga class. Deal or No Deal? Agent #2:  I would like to come to work 30 minutes earlier and leave 30 minutes earlier on Tuesdays and Thursdays, so I can pick up Johnny Jr. from team practice. Deal or No Deal? Agent #3:  I want Wednesdays off from June through August, so I can volunteer at a summer camp for kids. Deal or No Deal? Okay, so it's not quite the same as the popular version of the TV show. True, Howie Mandel isn't hosting, and no silver suitcases are involved. But there is a lot at stake. text/html 2007-05-01T03:31:46+01:00 Aspect http://aspect.12hna.com/aspect_one/article.php?en4a154a28ea1bf2ae491ff10d3ff22af3i0 Have you ever heard of a critter called a Chia Pet®? It's one of those as-sold-on-TV products that include a decorative ceramic planter in the form of a bunny, a puppy, a turtle or some other cute little creature, and a seed packet. You plant the seeds, add water and watch them grow into the shape of the animal's hair. Cute, right? Wouldn't it be great if growing a contact center's culture was just as easy:  Add agents and stand back? Yes, but alas, that's not the case. text/html 2007-05-01T03:31:46+01:00 Aspect http://aspect.12hna.com/aspect_one/article.php?en4a154a28ea1bf2ae491ff10d3ff22af3e1 Aspect Software customers with current maintenance agreements and partners have a new web-based resource for finding information about Aspect products and services quickly and easily. text/html 2007-05-01T03:31:46+01:00 Aspect http://aspect.12hna.com/aspect_one/article.php?en4a154a28ea1bf2ae491ff10d3ff22af3h0 Summer is a season of growth. This time of year, yellow pansies, pink geraniums, orange lantana, purple verbena and red roses are blooming. Vegetable gardens are producing a bounty of tomatoes, potatoes, cucumbers, carrots and corn. And Aspect Software is no exception to the trend. It too continues to grow. In fact, it recently won an award for cultivating the leading crop of workforce management software:  the Frost & Sullivan Growth Strategy Leadership Award for demonstrated leadership within the global workforce management market. According to Frost & Sullivan, Aspect Software is the leader in the workforce management market and gained the most share globally over competitors in 2005. Aspect Software has also grown with the acquisition of SophistiCom Technologies. Sophisticom developed an application that will be known going forward as Aspect® Quality Management™, which according to Paul Stockford, chief Saddletree Research analyst, "was really the only piece of a workforce optimization suite that was missing from Aspect's performance management product line." "Combined with Aspect's outbound offering, including workforce management and performance management, Aspect has a WFO suite that is unmatched in today's contact center industry," said Stockford. Unmatched at least until this summer's upcoming release of Aspect® eWorkforce Management™ 7.0, the latest version of Aspect's award-winning software that has a new and improved user interface and enhanced support for outbound and blended environments and additional languages. Yes, summer is a season of growth, and in the case of Aspect Software, it is also the season of workforce management. Staying true to that theme, our lead articles in this issue of "ONE" are about how you can be a better contact center gardener and get your workforce to bloom! text/html 2007-05-01T03:31:46+01:00 Aspect http://aspect.12hna.com/aspect_one/article.php?en4a154a28ea1bf2ae491ff10d3ff22af3i1 What do contact center agents have in common with soccer players (better known in many countries as footballers) in this summer's FIFA World Cup competition? text/html 2006-11-03T17:55:30+01:00 Aspect http://aspect.12hna.com/aspect_one/article.php?ena6911b8745b91f0c739bcaf4194cba02e2 Download a summary of the Aspect Contact Center Satisfaction Index Europe™. text/html 2006-11-03T17:55:30+01:00 Aspect http://aspect.12hna.com/aspect_one/article.php?ena6911b8745b91f0c739bcaf4194cba02e0 Aspect Software now offers really simple syndication (RSS) feeds. Sign up today! text/html 2006-11-03T17:55:30+01:00 Aspect http://aspect.12hna.com/aspect_one/article.php?ena6911b8745b91f0c739bcaf4194cba02h0 Aspect Software is celebrating our creation from the merger of Concerto Software and Aspect Communications last fall, and we would like to thank our customers, our partners, our employees and the contact center industry for their support. We continue to welcome more companies to our family of customers, win honors for technological innovation, expand our international presence and release new products, including the Aspect® Customer Self Service™ 7.2 voice portal. The bottom-line benefits of voice self service are real, and there are ways to make both management and your customers happy by using it effectively. So read on to learn how in this issue of One™. text/html 2006-11-03T17:55:30+01:00 Aspect http://aspect.12hna.com/aspect_one/article.php?ena6911b8745b91f0c739bcaf4194cba02e3 If you thought you knew everything about Aspect Software, think again. text/html 2006-11-03T17:55:30+01:00 Aspect http://aspect.12hna.com/aspect_one/article.php?ena6911b8745b91f0c739bcaf4194cba02i0 Location:  Le Casino Royale, Montenegro. Staging:  A tall, dark handsome man in a $10,000 tuxedo makes a cell phone call before pulling up a chair to join a high-stakes poker game of no-holds-barred Texas Hold 'Em. text/html 2006-11-03T17:55:30+01:00 Aspect http://aspect.12hna.com/aspect_one/article.php?ena6911b8745b91f0c739bcaf4194cba02e5 Download an executive summary of the Aspect Contact Center Satisfaction Index Europe™. text/html 2006-11-03T17:55:30+01:00 Aspect http://aspect.12hna.com/aspect_one/article.php?ena6911b8745b91f0c739bcaf4194cba02i1 People used to milk their own cows and ask switchboard operators to initiate their calls. Now, they can run to the grocery for milk and dial direct for customer service. Is this progress? According to Paul English, the latter isn't -- not if IVRs are involved. text/html 2006-11-03T17:55:30+01:00 Aspect http://aspect.12hna.com/aspect_one/article.php?ena6911b8745b91f0c739bcaf4194cba02i2 McDonald's might boast of having served more than 10 gazillion customers, but has it ever received an award for not serving the burger and fries fast-food crowd? text/html 2006-11-03T17:55:30+01:00 Aspect http://aspect.12hna.com/aspect_one/article.php?ena6911b8745b91f0c739bcaf4194cba02e4 Join us for the Aspect Customer Experience in Las Vegas! text/html 2006-11-03T17:55:30+01:00 Aspect http://aspect.12hna.com/aspect_one/article.php?ena6911b8745b91f0c739bcaf4194cba02e1 Aspect Software launches new "Contact Center: Unplugged" blog. Check it out here.