As a Senior Director of Product Marketing at Aspect, Michael contributes directly to company strategy with a view to market trends and product strategy, focusing on enhanced customer and agent experiences enabled through omnichannel contact strategies and workforce optimization. Michael leads the product marketing and product demonstration teams to effectively promote the value of Aspect’s Enterprise Contact Center software can bring to existing customer and New Logo client organizations.
Additionally, he is responsible for Competitive Intelligence, Sales Product Enablement and Analyst Relations to drive growth and recognition of Aspect solutions in the market. Additionally, Michael and his team manage and coordinate activities for the Aspect Customer Reference Program and Aspect Customer Advisory Board. Michael has more than 30 years of experience in the customer service and contact center industries. Joining Aspect in April 1999, Michael brought more than 10 years of customer service, technical and sales training experience to the company, where he was initially the lead sales and technical channel partner trainer for the company’s Contact Center platforms.
• Hear about best practices from experts who have recently established a work-from-home, work from anywhere mobile workforce
• Learn how contact centre managers can ensure that the necessary communications infrastructure is in place and that their staff is as productive and efficient at home as they are on-site
• Understand what new metrics or adjustments to existing metrics are needed for WFH vs. in office agents
• How to focus more attention on the quality management process and adjust the frequency of coaching for WFH agents