Aspect (News - Alert) Software, a company focused on unified communications for the contact center, the company’s PerformanceEdge Group, and Touchpoint Associates, have announced the availability of a new service, the “Management Impact Program.”

 

This service from Aspect Professional Services is focused on improving the skills of the contact center frontline manager. As one of the three branches of Aspect Global Services, Aspect Professional Services offers a team of experts that work closely with contact center customers to understand their needs and provide expert analysis and recommendations, customized application development services, and more.

 

Combining consulting, classroom training, one-on-one coaching, and PerformanceEdge (News - Alert) workforce management and management tool utilization, the Management Impact gives frontline contact center managers the skills required to become “effective leaders and positively impact agent performance, contact center efficiency and customer satisfaction,” according to Aspect Software.

 

The Management Impact Program is based on courses developed by the President of Touchpoint Associates, Bob Furniss, who has helped hone frontline contact center managers’ skill set over the last five years.

 

The company’s officials said that training is conducted by Touchpoint Associates consultants with contact center, coaching and people management expertise, and also Aspect eWorkforce Management and Aspect Quality Management technology training.

 

The initial program offering has been customized specifically for Aspect eWorkforce Management and Aspect Quality Management customers. The future versions of the offering are expected to incorporate training for Aspect Unified IP and other Aspect Software solutions.

 

“Frontline managers play a crucial role in the success of agent/customer interactions, yet they are faced with a number of difficult business challenges, including keeping agent morale high, minimizing turnover and keeping costs down,” said Furniss.

 

He explained that through the Management Impact Program, managers and supervisors will learn how to address these challenges and will gain a deeper understanding of their contact center operations with a focus on leadership, coaching, time management and how to use their PerformanceEdge solutions to support these efforts.

 

Clare Anderson, vice president at Aspect Professional Services, said, “By offering the Management Impact Program with Touchpoint Associates, we deliver our combined expertise and deep understanding of the contact center and its processes to PerformanceEdge customers, providing opportunities for frontline managers to learn important leadership skills and better utilize the extensive capabilities and functionality that these solutions provide.”