Mobile Contact Center Delivers Benefits Beyond Customer Care


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The cubicle now fits in the palm of your hand.

While customers have long been enjoying the benefits of a mobile marketplace—quicker resolution times, more options to connect—employees are now seeing solutions that are tailored towards their work needs. With products like Aspect Workforce Mobile and SharePoint apps, employees don’t have to be at the work desk to be productive. They can respond to work changes, connect with coworkers, and learn about important company announcements from their smart phones.

The shift makes sense, of course. While the market has been designing mobile apps with the consumer in mind, we seem to have only recently realized that the consumer is part of the workforce for a larger proportion of his or her time. With an estimated 7.3 billion active cell phones worldwide by 2014, that’s a huge untapped audience.

Walk into any restaurant, gym, or office and you’ll realize that the workforce is already mobile—the market just needs to catch up.

More importantly, the potential to improve the work lives for employees at this point is staggering. Gartner predicts that by 2015, over 80% of the handsets sold in mature markets will be smart phones.

Creating technologies that help workers become more efficient is only the beginning. By embracing these workforce products now, companies can differentiate themselves in the coming years with products tailored specifically to their employees while also improving overall operations and performance.

In the case of Aspect Workforce Mobile, the benefits for the contact center can be seen at all levels in an organization. Agents can quickly update schedules without requiring assistance from management and check in on their own performance metrics. Supervisors can tap into a wealth of statistics and forecasts that allow them to run the contact center with more efficiency and ease. Company-wide announcements and chances can reach every employee carrying a smart phone automatically.

As the number of smart phone users grows, the ability to create a connected, responsive company-wide team grows as well.

Interested in developing a better way to connect and help out your own team? Learn more about Aspect’s workforce solution for the contact center.

Republished with author's permission from original post.

Tim Dreyer
Tim Dreyer, Director of Public Relations and Analyst Relations at Aspect, is a results-oriented manager with over 18 years of advertising, marketing communications and public relations and social media experience developing and implementing media programs, advertising strategy, and marketing programs. Tim's background includes a range of broad cross-functional experience and strong leadership.


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