Hoesbach/Germany, October 1, 2012 – ASC, a leading global provider of innovative solutions to record, analyze and evaluate multimedia-based communications, today announced its British subsidiary, ASC UK, will be sponsoring the Managing & Measuring Customer Experience streams of the Call Centre Focus Conference Theater at the Call Centre and Customer Management Expo at the National Hall Olympia in London, England, on October 2-3, 2012.
The Expo is the largest call center event in Great Britain, and this year's show will welcome thousands of visitors looking for the best products, solutions and education in the industry. ASC’s sponsorship announcement coincides with a reorganization of its British subsidiary, with extensive plans for growth and development to be spearheaded by Paul Manyweathers, the new Vice President Business Development UK. Mr. Manyweathers will emphasize ASC’s workforce optimization (WFO) as a contact center solution with an enterprise-wide impact.
Mr. Manyweathers said, “Workforce optimization significantly reduces contact center workload and improves customer service, one reason why we are supporting this topic at the Expo. It also assists in the evaluation of new campaigns, products and services, and improves processes for an entire organization.”
Mr. Manyweathers went on to list the main components of ASC’s workforce optimization (WFO) solutions including communications recording, quality management, speech analytics, eLearning and workforce management. Speech analytics helps contact centers with a high volume of customer interactions by automatically categorizing conversations to find best-practice samples and pinpoint areas of individual agent weakness.
eLearning delivers customized training directly to the agent’s desktop. As the agent learns, new weak links are exposed and new training is forwarded, creating a loop of continual learning. Workforce management (WFM) matches the right quantity of employees with the right skills to the right job at the right time. By integrating the two systems, training can automatically be scheduled at appropriate times – giving agents input to improve their skills without negatively impacting WFM service levels.
About ASC
ASC is a leading global provider of innovative solutions to record, analyze and evaluate multimedia-based communications. ASC’s solutions reveal information, enabling companies and organizations to considerably improve their value creation: contact centers enhance customer service, efficiently deploy staff and increase productivity. Financial institutions fulfill documentation requirements, achieve a higher level of legal security and reduce costs. First responders and public safety organizations enhance reactivity in emergency situations.
ASC´s software solutions are used in contact centers to continuously measure and improve the quality of customer contacts. Data from all communication levels in contact centers are collected, brought together and evaluated to help train agents and optimize customer service. Based on the content of recorded calls and screen activities, INSPIRATIONpro reveals improvement potentials in contact center operations including processes, marketing, sales activities, time of reaction and problem analysis.
ASC subsidiaries and sales offices in France, Germany, Singapore, Switzerland, UA Emirates, UK and USA as well as certified, powerful distribution partners realize ambitious customer projects all over the world. An export quota of more than 50 percent, together with its worldwide service network, makes ASC a powerful global player.
For more information, contact:
ASC telecom AG • Seibelstrasse 2 - 4 • 63768 Hoesbach • Germany
Contact: Katrin Henkel, Manager PR & Communications
Phone: +49 6021 5001-264
Fax: +49 6021 5001-310
E-mail:
[email protected]Internet:
www.asctelecom.com
