Conversational systems are the future and there is no running away from this dialogue

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Recently, I stumbled upon a very interesting video by one of my favorite music composers -Hans Zimmer. It was an introductory clipping of his online music tutorial -MasterClass, where he was trying to explain to his prospective students how composing music is a fairly simple …

2016 Customer Service by the Numbers – A Year in Customer Service Statistics

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From a customer service standpoint, we’ve established that 2016 was the year of the chatbot but that’s not the whole story. Omni-channel customer service, cloud contact centers, and personalization are all customer experience themes that grew in 2016 and will only continue to get stronger …

Building a Customer Engagement Center Business Case: 6 Key Outcomes

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Customer engagement is linked to revenue. We’ve seen this correlation recurring everywhere customer experience is studied, from executive-level surveys to the voice of the consumer. A 2016 report from Microsoft found that across all customer groups surveyed, 60% of people have stopped doing business with …

Isn’t it time we gave our employees the same technology we provide our customers?

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Inside many businesses, especially at enterprise scale, sales teams are often referred to as “customers” by marketing and support personnel who provide services or “products” such as collateral, training, etc. to create a deliverable for an external customer. 

Aspect’s customers are companies who operate contact centers …