As we prepare to head into 2018 we wanted to take some time to look back on what resonated with our readers in 2017. So, we have compiled the top 10 fan-favorite blog posts from the last year. From building chatbots to improving agent engagement, …
Brittany Kelly
Black Friday is Over—How Did Your Contact Center Stack Up?
The U.S. economy saw two records smashed over the Thanksgiving weekend, with both Black Friday and Cyber Monday spending reaching new heights this year. Black Friday online earnings hit a never before seen $5.03 billion, while Cyber Monday earnings hit a staggering $6.59 billion.
Following what …
How to Show your Customer Service Agents You’re Thankful for Them
The holiday season is all about giving and on this Thanksgiving Eve there’s no better time to show your customer service and contact center agents how grateful you are for them. It is safe to say that customer service agents and contact center agents don’t …
eBook: Your Retail Business Can Do Better
With the holidays right around the corner, there is no better time for retailers to embrace a new(ish) channel to reach their customers: text message. 97% of US smartphone users send at least one text a day and 75% of millennials prefer to text over …
Stories from the Aspect Labs: Women in Technology
Here at Aspect, we celebrate the multitude of conversations centered around women in technology (WIT). From under-representation within the tech sector to the gender pay gap, there is no denying that entering and navigating a tech career can be a challenge for women. In fact, …
Looking Back on Customer Service Week 2017
It’s no secret that unhappy customers are much more likely to spread their poor customer service story than a happy customer. And why not? According to Sprout Social, 55 percent of consumers of consumers call out brands on social to get a resolution or response. …
Is Virtual the Next Reality for Contact Centers?
The modern contact center must be highly attuned to the emerging technologies that drive customer satisfaction today. Tools like chatbots and SMS features are designed to facilitate superior service and mimic the same types of social interactions that consumers have in their own personal lives.
By …
Is Messaging the Key to Service Success?
If you had asked a friend three years ago if they have ever used Alexa for a customer service question, they would have first asked who Alexa was, and then asked if you’ve been getting enough sleep lately. But today, messaging apps and voice assistants …
How to Utilize Your Agents in the Age of Automation
With the strides being made with machine learning and artificial intelligence today, it should come as no surprise that the market for chatbots and automated messaging services is surging to all-time highs. But with the introduction of these new technologies, a debate has cropped up …
Customer Engagement Center Capabilities: Continuous Delivery in the Cloud
Today, we are closing out our CEC Capabilities series, but before we do we have one final topic to touch on: continuous delivery.
Aspect Via™ delivers contemporary self-service, interaction management and workforce optimization capabilities in a reliable, robust SaaS architecture. The architecture provides a solid foundation for …