Contact Center Solutions Featured Article

Aspect Key Ingredient to Cable Industry Customer Service Success

January 30, 2018

The cable industry has long been notorious for poor customer service. Taking this and the numerous negative interactions to attain viral status on the Internet to heart, the industry is making a more concerted effort to combat the stigma, and breathe new life into the contact center starting with exceptional contact center solutions.

Reaping the rewards of a cable industry contact center revolution is Aspect Software, as it boasts recent number of cloud workforce optimization customer wins in the space to the tune of nearly 100,000 seats. This presence puts Aspect in the lead spot for North American cable/broadband company contact center deployments.

The contact center solutions in place with streamline operations, offerings agents and management the ability to address all workforce optimization needs from one platform. Aspect delivers a workforce optimization suite providing mobility features to aid in scheduling, as well as automation to enable the agent to keep focus on serving customers, not what days of the week they are off.

“By consolidating operations, these customers will realize improved and consistent processes, and drive new cost reductions,” explained Chrissy Cowell, Director of Workforce Optimization, Aspect. “Plus, being cloud deployments, they will also minimize their IT footprints while getting more frequent and far less disruptive system upgrades. We’re thrilled that the cable industry, arguably the most demanding customer service environment around, is partnering with Aspect to create better customer experiences through happier, better-equipped agents.”

Aspect is harnessing the power of the cloud to offer your contact center a rebirth into a more efficient, effective and engaged workplace. Customer service is nothing to take for granted, and it appears the cable industry is taking steps to rejuvenate a necessary component of operations.

What’s in your contact center?

Edited by Maurice Nagle