Contact Center Solutions Featured Article

Contact Center Solutions Week in Review: Aspect, CallMiner, Kaplan Group & More

March 03, 2018

Digital transformation is a theme touching all points of business, riding the momentum of the cloud contact center solutions are ushering in change in a big way.  Our omnichannel, always-on, always plugged in world demands much from customer service, and those on the fore of innovation are delivering satisfaction in the form of seamless, contextual service. And, with the weekend upon us, let’s take a look back at the week that was in contact center news: Time for the Week in Review!


A special guest contribution to the community offered insight to making call center operations effortless. Exploring topics ranging from coaching, communication and employee engagement, to bringing together a team and the interview process, this article puts agents first offering a few ways to instantly improve operations. Find the full piece HERE.

This week, two titans of the contact center space announced a new partnership in the name of MiFID II compliance. Aspect Software and CallMiner unveiled a joint solution to aid in identifying, measuring and mitigating risk in an omnichannel environment for financial institutions. Stephen Ball, Aspect’s Senior VP Europe & Africa, notes, “Our expertise in the financial sector and our market leadership in customer interaction management means Aspect possesses a unique understanding in helping financial services companies address the new MiFID II regulations. Complete coverage is HERE.

The classic salesman is not someone I enjoy dealing with on the phone. Why? Because, simply put, I don’t like being sold. And, the closer they think they are getting me to the elusive “Yes,” the further away I actually am. Dean Kaplan from the Kaplan Group shared some ways to make a sales call not feel like a sales call, and start to hear less “clicks” and more yes’s. The entire article is HERE.

Remember to stop by early and often for your fill of customer service news! See you next week!



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