Quantcast
Latest Stories

Shift from numbers to quality service

By

Stewart Bloom of Aspect Software.png

MANILA, Philippines—People have talked about the use of varied tools—hardware, software, even motivational—to promote productivity in the workforce. Gadgets, such as tablets, allow for mobility and remote control of a business. Smartphones can now do a lot of tasks aside from the basic call function.

But Stewart Bloom, chief executive officer and president of Aspect Software (Aspect), says that in the contact center industry, “the big shift that was occurring gradually over time was less of a focus about productivity and more on profitability.”

Aspect is a provider of next-generation customer contact center, enterprise workforce optimization, and back-office solutions globally. It has operated in the Philippines for 10 years now.

Bloom and Chris Koziol, president and general manager of Aspect’s Interaction Management, recently hosted a convention at Shangri-La Mactan, Cebu, for customers who came from different parts of the world.

Stewart says the big shift that is occurring in the landscape has gone from numbers to quality service. Contact center job is no longer just about how many calls were handled or what the average cycle time for one call was, but more on doing a better job at, perhaps, cross-selling or up-selling.

“The latter helps establish new customers more efficiently,” Stewart says, “and we call it relationship revolution.”

He also explains that the shift is being fueled by the new demographic coming into the workforce, and a consumer population with more disposable income.

“They have very high expectations in the way they want to be served,” Stewart says.

He illustrated the power of consumers with mobile devices. If there are 6 to 8 billion people running around with more computing power using their 4-inch devices, he says, one click of a finger can change everything for a company.

“We engage in very different ways across social media, short messaging service, email, web portals, and phone,” he says. “Sometimes all of that happen in a single transaction.”

This is just one of Stewart’s examples on why the trend in the contact center industry is experiencing a shift from productivity to profitability. Companies want satisfied consumers.

Contact centers play a crucial role in this relationship revolution. Aspect’s job is to assist contact centers in achieving their goals of delivering “remarkable consumer experience” through a single software platform.

One of Aspect’s business solutions is called “Productive Workforce” which hopefully delivers the tools and processes to help contact centers maximize their resources and adopt improvements in the workplace. This application seamlessly integrates all channels of communications in the work environment including back-office.

Aspect’s “Unified IP” is a complete, software-based, unified platform that helps enterprise contact centers to connect people.

“The solution brings all contact options together, in one place, on one platform, and empowered agents can keep talking, typing, and conversing.”

“We have a very large healthcare customer,” Stewart says. “It’s a world-respected brand leader and has 26 dominant facilities. Up until recently, it was almost impossible to find out where a physician would be in a particular facility, so patients can make a predictable appointment. Using Aspect’s capabilities, we now have multiple ways to engage with that healthcare provider and predictably set an appointment with the physician in a particular facility, in a particular day and time with one interaction. These shifts have material impacts at how businesses deliver unique experiences to customers in a very crowded and noisy economy where experience matters.”


Follow us on Facebook Follow on Twitter Follow on Twitter




Recent Stories:

Rain or Shine holds off Meralco, forces Game 3 20 mins elapsed Power Pinays yield to Japan in Asian Women’s Club volleyball 22 mins elapsed 19 Ukrainians, Russians, Filipinas rescued in bar raid 2 hours elapsed Caguioa blasts ‘no heart, soft’ Ginebra on Twitter 3 hours elapsed San Mig Coffee grinds out win over Alaska to force decider 3 hours elapsed Napoles tags over 100 officials in pork scam – Lacson 4 hours elapsed Vitangcol to sue Czech envoy 4 hours elapsed Senator’s kickback from pork bigger than those of Enrile, Estrada, Revilla – Lacson 4 hours elapsed
Complete stories on our Digital Edition newsstand for tablets, netbooks and mobile phones; 14-issue free trial. About to step out? Get breaking alerts on your mobile.phone. Text ON INQ BREAKING to 4467, for Globe, Smart and Sun subscribers in the Philippines.

Tags: Aspect Software , Business solutions , contact centers , Software , Stewart Bloom , technology



Copyright © 2014,
.
To subscribe to the Philippine Daily Inquirer newspaper in the Philippines, call +63 2 896-6000 for Metro Manila and Metro Cebu or email your subscription request here.
Factual errors? Contact the Philippine Daily Inquirer's day desk. Believe this article violates journalistic ethics? Contact the Inquirer's Reader's Advocate. Or write The Readers' Advocate:
c/o Philippine Daily Inquirer Chino Roces Avenue corner Yague and Mascardo Streets, Makati City, Metro Manila, Philippines Or fax nos. +63 2 8974793 to 94
Advertisement Advertisement
  1. Nokia to be named Microsoft Mobile
  2. Senator wants to probe PH slow Internet connection
  3. PH has slowest internet in Southeast Asia
  4. Facebook rolls out ‘nearby friends’ feature
  5. Facebook page launched to help people on Pag-asa Island kill boredom
  6. SC junks motions vs cybercrime law
  7. Did Deniece Cornejo lambast Vhong Navarro on social media?
  8. Judge in Apple v. Samsung patent trial fed up with smart phones in court
  9. Apple offering free recycling of all used products
  10. CFOs slowly getting tech-savvy
  1. Did Deniece Cornejo lambast Vhong Navarro on social media?
  2. PH has slowest internet in Southeast Asia
  3. Netizens seethe over Aquino’s ‘sacrifice’ message
  4. Mommy Dionisia sings ‘Riking Bull,’sends netizens ablaze
  5. Nasa’s moon-orbiting robot crashes down
  6. Tech company: Change passwords or suffer ‘Heartbleed’
  7. Judge in Apple v. Samsung patent trial fed up with smart phones in court
  8. Philippines may watch ‘blood moon’ online
  9. Facebook rolls out ‘nearby friends’ feature
  10. Smart phone apps and sites perfect for the Holy Week
  1. #RejectedBbPilipinas2014Questions flood Twitter
  2. Did Deniece Cornejo lambast Vhong Navarro on social media?
  3. Netizens fall in love with Crimea prosecutor Natalia Poklonskaya
  4. Mommy Dionisia Pacquiao scores, takes over social media
  5. Nude and so dangerous
  6. Mommy Dionisia sings ‘Riking Bull,’sends netizens ablaze
  7. Russia tries to curb Crimean prosecutor’s Internet fame
  8. Memes flourish after Pacquiao victory
  9. PH has slowest internet in Southeast Asia
  10. Netizens thank Capa for Lee arrest

News

  • Napoles tags over 100 officials in pork scam – Lacson
  • Vitangcol to sue Czech envoy
  • Senator’s kickback from pork bigger than those of Enrile, Estrada, Revilla – Lacson
  • 43 out of 414 Etihad passengers yet to be found, tested for MERS-CoV – Palace
  • Sandigan junks Marcos family claim to Paoay property
  • Sports

  • Illam, Muntinlupa LL batters still unscathed
  • Zaragosa leads PH Am q’finalists; Quiban out
  • Rain or Shine holds off Meralco, forces Game 3
  • Power Pinays yield to Japan in Asian Women’s Club volleyball
  • Caguioa blasts ‘no heart, soft’ Ginebra on Twitter
  • Lifestyle

  • Entering the monkhood a rite of passage
  • Haneda International Airport: A destination on its own
  • Wanted: Beauty queen with a heart that beats for the environment
  • Kim Atienza: At home with art and design
  • Life lessons I want to teach my son
  • Entertainment

  • Bollywood Oscars, film stars come to Florida
  • Ex-Fox exec denies allegations in sex abuse suit
  • Kris Aquino backtracks, says Herbert Bautista and her are ‘best friends’
  • Summer preview: Chris Pratt enters a new ‘Galaxy’
  • Bon Jovi helps open low-income housing in US
  • Business

  • SM to rebuild Tacloban hospital
  • PSEi slips after 4-day rally
  • Toyota sells 2.58 million vehicles, outselling GM
  • McDonald’s 1Q profit slips as US sales decline
  • SEC approves SM’s P15B retail bond offer
  • Technology

  • ‘Unlimited’ Internet promos not really limitless; lawmakers call for probe
  • Viber releases new design for iPhone, comes to Blackberry 10 for the first time
  • Engineers create a world of difference
  • Bam Aquino becomes Master Splinter’s son after Wiki hack
  • Mark Caguioa lambasts Ginebra teammates on Twitter
  • Opinion

  • One-dimensional diplomacy: A cost-benefit analysis of Manila’s security deal with Washington
  • No ordinary illness
  • Reforest mountains with fire trees and their kind
  • Day of the Earth
  • When will Chinese firm deliver new coaches?
  • Global Nation

  • 19 Ukrainians, Russians, Filipinas rescued in bar raid
  • Filipinos coming home from Mideast must obtain MERS clearance – DOH
  • US Secret Service in Manila ahead of Obama visit
  • Palace thanks Estrada for successful HK mission
  • Hong Kong accepts PH apology; sanctions also lifted
  • Advertisement
    Marketplace