Frost & Sullivan Workforce Optimization Award 2016

“The depth and breadth of the Aspect EQ WFO suite with its market-leading features including mobility, self-service capabilities, and ease-of-use demonstrate Aspect’s commitment to being a top WFO provider,” said Mike Bourke, Senior Vice President and General Manager of Workforce Optimization at Aspect. “We are honored to receive the 2016 Global Company of the Year […]

Know your customer

Today’s customers engage via various channels and come from different backgrounds. While Baby Boomers (1946-1964) might still prefer post-mail and face-to-face conversations, Generation X (1965-1979) and Generation Y (1980-1994) post experiences and refer company brands on social applications. Generation Z (1995-2010), on the other hand, have an entirely different perspective on life. Most Gen Zs […]

ASUGA comes to Africa

by Ric Wilson As a Senior Product Manager for Workforce Optimisation Products at Ninzi Connect Software. I have over 20 years’ experience in the Contact Centre Industry having working worked in the Telecoms and Banking sectors as well as Product Manager and Consultant for a Contact Centre Solution supplier. I have work experience in numerous […]

Driving Enhanced Customer Experience with Real-Time Back Office Intelligence

Frost & Sullivan has been paying close attention to the rise in the use of tools that are bringing about a step change in the efficiency and effectiveness of complex processing work typically undertaken within the Back Office. This Frost & Sullivan whitepaper is informed by a recent, major Back Office Workforce Optimization (BOWFO) market […]

Ric Wilson Appointed to the ASUGA Board of Directors

created by Judy Bevak What is the Aspect Software User Group Association (ASUGA)? “ASUGA is an independent group of contact center professionals dedicated to furthering our knowledge of Aspect products and keeping current with the trends in the customer contact industry. Our goal is to bring together likeminded users to share information and ideas.” We […]

Get the full Picture using an Aspect Quality Management Solution

By Ric Wilson – Product Manager (Workforce Optimisation) There are two people at the heart of every customer interaction, the customer and the agent. How many times have you have listened to a recording of a customer interaction and thought “This sounds really great” at the same time – not knowing where the agent is […]

Aspect Performance Management Solution will make a positive impact:

Contact centres are constantly seeking ways to improve the quality of customer interactions without increasing costs. By Ric Wilson – Product Manager (Workforce Optimisation) Delivering relevant and timely performance measurements across people and technologies has been an ongoing challenge for contact centre managers. Performance management applications address this issue by allowing managers to continuously monitor, […]

What is Back Office Workforce Optimization?

by Tim Taylor A question I’m often asked so I thought of an analogy. An Electricity grid has a control system to manage the availability of power from the generation plants and distribution networks to meet real-time, historic, predicted and unpredicted peaks in consumer demand. Electricity needs to be supplied to consumers, manufactures and other […]

Mindpearl’s CCO makes’s list of most influential people in call centre outsourcing.

Alan Graham, Mindpearl’s Chief Commercial Officer, has been named in’s annual list of the most respected and influential people in the call centre outsourcing industry. Alan stated, ‘This is an immense honour that completely took me by surprise. I would like to thank everyone who nominated me. I believe my inclusion in this list […]