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Customer Engagement Center Series: Service Intelligence

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Let’s recap what we’ve covered thus far in our customer engagement center series…

We’ve defined the value and need for a customer engagement center and we’ve discussed the following capabilities: self-service, omni-channel customer experience, and proactive outreach. Today, we are continuing with service intelligence.

Simply connecting a …

Improving Patient Engagement with Reporting and Business Intelligence

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Most private and public enterprises routinely pursue performance improvement initiatives to reduce costs, increase competitiveness and improve operations. Healthcare organizations are no different but in addition to reducing costs, they also look to better clinical outcomes and enrich patient experiences. And like any sizable organization, …

Time to Talk Seriously about Speech Analytics in the Contact Center

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Get ready for the next big thing in contact center workforce optimization: Speech Analytics.  Even though speech analytics was introduced to the contact center industry back in 2003, Aberdeen Group reports that only about 15% of contact centers currently use speech analytics.  In its research, …

Aspect VIA takes to the road – find out how we’re transforming customer engagement

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Customer engagement is a rapidly changing sector. It’s no longer just about providing a transactional service that answers any queries and addresses complaints. It’s now a key driver of business growth that engages with individuals on a more personal level, boosts loyalty and turns customers …

How Optimizing Patient Data Can Lead to Better Healthcare Experiences

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Healthcare providers must keep looking for new ways to help patients better manage their health and empower staff. To meet these goals, providers need to optimize the data exchange between multiple systems such as EHR (Electronic Health Record) and contact center platforms.

Personalized Data-Driven Patient Engagement

Aspect’s …