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News : Aspect Software Helps Monitronics Enhance Its Customer Experience
Phoenix, AZ, May 1, 2014 -- Aspect Software, a provider of customer interaction management, workforce optimization, back-office and cloud solutions, announces that Monitronics, a home security alarm monitoring companies, selected Aspect Workforce Management to help manage their contact center personnel, enabling the company to react in real-time to the changing demands of their customers.
In Monitronics' recurring services model, reducing customer attrition is one of their biggest levers in driving shareholder value. With the changing demands of customers, "Monitronics needed a workforce management solution that could scale as the company continues to grow year-over-year. The efficiency benefits of Aspect Workforce Management have allowed us to focus our time on delivering exceptional customer experiences, high levels of employee satisfaction and cost control," explained Torrie Marshall, Manager of Workforce Management at Monitronics. "For example, our Alarm Response Center (ARC) monitors thousands of potential life-safety and property loss events each and every day. We need to make sure we have the right people in the right place at the right time while a customer may be facing a life-threatening situation. We are able to successfully reach our service delivery goals by utilizing the Aspect solution, which provides us with insights into actionable trends that we use to more accurately forecast call patterns and staffing needs in our call centers."
Monitronics set out to provide every customer with the same positive experience through properly staffed call centers, regardless of when their call is taken. The Aspect Workforce Management solution helps them to identify gaps and trouble spots throughout any given day and any given hour. This is important because it allows Monitronics to literally measure, calculate, and forecast trending service level needs, by the hour. Because the Aspect solution has given them the opportunity to focus their efforts on service level consistency, they can truly treat every call received with the same level of importance. They hold themselves to high service delivery standards and strive to bring peace of mind to customers in all their call centers by providing a personal touch and reliable, dependable assistance customers expect. They understand that building a positive customer relationship doesn't happen overnight and requires the consistent ongoing efforts that Aspect has helped them provide.
Posted by Veronica Silva Cusi, news correspondent
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About Aspect Software:
Aspect Software is solely focused on providing products and services for customer care, sales, telemarketing and collections for in-house and outsourcer contact centers. Each day, companies around the globe conduct more than 125 million customer interactions using Aspect’s flexible, reliable solutions for automatic call distribution (ACD), predictive dialing, workforce management, analytics, IVR and multi-channel contact.
Published: Friday, May 2, 2014