SOURCE: Aspect Software

Aspect Software

September 17, 2014 10:00 ET

Customer Experience Now Main Driver in Enterprise Workforce Optimization Adoption

PHOENIX, AZ--(Marketwired - September 17, 2014) -

  • Aberdeen report reveals improving the customer experience is now the #1 objective driving contact center workforce optimization (WFO) adoption
  • Leading contact center WFO users reduce service costs by 7.2 percent year-over-year
  • Report outlines best practices for performance gains with workforce optimization in the contact center

Aspect Software, a leading provider of fully-integrated customer interaction management, workforce optimization, back-office and award-winning cloud solutions, today announced that Aberdeen Group research report, "Contact Center Workforce Optimization: Secrets to Unlock Agent Productivity & Performance" shows companies that utilize best practices in contact center workforce optimization technology deliver dramatically improved customer experiences.

"Aberdeen's research findings reinforce that there is a strong correlation between empowered, happy agents and delivering exceptional customer experiences, especially considering that agents are frequently the first point of contact a customer has with a brand," said Robert Moore, senior manager, product marketing at Aspect Software. "To make customers truly happy, organizations need to create and then maximize agent engagement. This is why we are seeing more companies seeking workforce solutions with intuitive user interfaces that create agent engagement and productivity that ultimately leads to exceptional customer experiences."

Other key findings from Aberdeen's report include:

  • Improved quality of customer interactions and the customer experience has overtaken improving productivity as the primary objective for WFO leaders
  • WFO leaders that use the right WFO tools and processes experienced huge year-over-year improvements such as an eighteen percent improvement in customer satisfaction and a six percent improvement in first call resolution (FCR)
  • WFO leaders rely on technologies such as Workforce Management, Quality Management and Performance Management to achieve top results

To view the full report, visit An infographic highlighting best-practice use of WFO leaders is available at:

About Aspect
Aspect's fully-integrated solution unifies the three most important facets of modern contact center management: customer interaction management, workforce optimization, and back-office. Through a full suite of cloud, hosted and hybrid deployment options, we help the world's most demanding contact centers seamlessly align their people, processes and touch points to deliver remarkable customer experiences. For more information, visit

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