STOCKLEY PARK, London, 18 April 2007—Aspect Software, Inc., the world’s largest company solely focused on the contact centre, announced today its support of the inaugural Contact Centre Global Forum as a platinum sponsor and presenter. Delegates representing in-house and outsourced contact centres from industry, public sector and not-for-profit organisations on four continents are expected to participate in the first event of its kind, which will take place at Palais de Congres in Cannes, France, 25-27 April. The Forum seeks to arrest declining customer satisfaction with contact centres and restore public confidence in them by creating an agenda for performance-enhancing change that will foster action on a national and international level.
The Forum’s agenda includes a challenging programme of regional reviews that forecast the future of the industry in the world’s major geographies – EMEA, Asia Pacific and the Americas – and a series of interactive panel discussions that address controversial industry issues. Delegates will consider the results of recent reports on the industry, including the latest Aspect® Contact Center Satisfaction Index™, and draw up a series of change recommendations to improve performance within their own countries.
Mike Sheridan, editor of the Aspect Index, will present the results of the 2007 Aspect Index during the Forum’s Global Future Summit on Thursday, 26 April. The annual study measures consumers’ satisfaction with the quality of their telephone and web-based interactions with companies. Premier market research firm Leo J. Shapiro and Associates conducted the Aspect-commissioned research, which involved interviewing more than 1,000 consumers and 150 contact centre managers.
“The Contact Centre Global Forum is an ideal environment for a discussion about the findings of the latest Aspect Index because its goal is to bring about positive change in the industry worldwide,” said Sheridan. “This research is an objective tool for identifying specific areas of contact centre performance where such change could be most beneficial. It is a great launching pad for the productive exchange of ideas that this Forum encourages and that we support as both an industry participant and as an event sponsor. The ultimate outcome of such an assembly could have a very positive impact on how the public perceives contact centres and how businesses operate them.”
For more information about the Contact Centre Global Forum, which is supported and guided by a global network of national and international industry associations and organisations from more than 30 countries, visit www.ccglobalforum.com.
About Aspect Software
Aspect Software, Inc. founded the contact centre industry and is now the world’s largest company solely focused on Internet Protocol (IP) and traditional voice-based products and services for customer service, collections, and sales and telemarketing business processes. Each day, Aspect Software powers more than 125 million customer-company interactions at thousands of in-house and outsourced contact centres around the globe. Its trusted Signature product line offers automatic call distributors (ACDs), diallers, voice portals and computer telephony integration (CTI). The company’s leading Contact Center Performance Optimization product line provides workforce management, quality management, performance management and campaign management applications. And, its pioneering Unified IP Contact Center product line delivers a comprehensive, multi-channel solution. Headquartered in Chelmsford, Massachusetts, Aspect Software has operations across the Americas, Europe, Africa, the Middle East and Asia Pacific. For more information, visit www.aspect.com.
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Aspect, Aspect Contact Center Satisfaction Index and Aspect Software are either trademarks or registered trademarks of Aspect Software, Inc., in the United States and/or other countries. The names of other companies and products mentioned herein may be the trademarks of their respective owners.
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