Innovation was on display in full force on Day Two at ACE. SVP of Aspect Professional Services, Ken Ewell, started the day sharing the early results of the Aspect Contact Center Benchmark Assessment Survey. Ken and his team collected survey findings from 150 customer organizations to identify best practices in customer engagement management. The results revealed trends in agent workforce management, contact center best practices and more. Full results of the report will be available next month.
Next, Aspect President Chris Koziol brought up four customers to discuss the innovation they are experiencing with their Aspect solutions. eBay talked about the transformation they have experienced using Aspect workforce mobility solutions, Guidewell shared how they are achieving great productivity and efficiency with their agents though better work allocation, and Lloyds Bank discussed the customer impact of the digital fraud identity and fraud solution they are using with their mobile banking customers. And lastly, Trupanion shared why they migrated their Aspect UIP solution to Aspect Via and why they are so excited about the potential of the new platform
To cap off the day, the trend hunter himself Jeremy Gutsche shared insights into being innovative and how to overcome what he calls the three traps that prevent innovation:
1) Success makes us complacent
2) We become repetitive
3) We are protective of our ideas are unwilling to consider new ones
He also shared a powerful story of his father whose career epitomizes Jeremy’s main themes that the secret to success is at the intersection of hard work and overlooked opportunity.
ACE provides customers the opportunity to not only get product updates and look into where our technology is evolving to but just as importantly, it offers an opportunity to engage with and learn from other Aspect customers. The customer feedback from has been overwhelmingly positive even from those who braved the Universal Studios thrill rides.
Latest posts by Tim Dreyer (see all)
- Summer Travel Underscores Need for Airlines to Overhaul Customer Service - June 29, 2017
- Are You Wasting Your Customers’ Time? - May 26, 2017
- Fast Food Giant Wendy’s Serves Up Customer Service Nuggets of Wisdom - May 15, 2017