How patient do we need to be with Machine Learning?

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Artificial Intelligence is a multi-faceted term. According to Wikipedia: “Colloquially, the term ‘artificial intelligence’ is applied when a machine mimics ‘cognitive’ functions that humans associate with other human minds, such as ‘learning’ and ‘problem solving’.” Others would argue that these days, anything gets the label …

No Such Thing as TMI: Customers Willing to Get Personal to Get a Better Experience

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If you are unwilling or unable to meet the new consumer-set engagement standards of today’s customer, get ready for rumble. The 2016 Aspect Consumer Experience Index showed us that half of U.S. consumers moved from at least one company in the past year because of …

Customer Engagement Centers Rally the Enterprise Around Customer Service

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Nearly everyone can relate to the experience of calling a business, navigating a phone tree for several minutes and then having to repeat that information back to an agent. Some experiences can be even more frustrating if the issue is not resolved or if you …

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 …

Ho, Ho, Hold On: Poor Customer Service Has Consumers Not Feeling the Holiday Spirit

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Half of the consumers in the U.S. stopped doing business with a company this year because of bad customer service according to the Aspect Consumer Experience Index survey. One reason could be because most of them said they feel underappreciated by the companies they do …

Using Voice Biometrics to Secure your IVR and Shorten the Call

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When we think about biometrics, our minds could quickly drift to the elaborate authentication sequences of sci-fi/heist flicks, with vaults of gold guarded by impenetrable layers of iris, fingerprints or voice scans. Yes, we also envision an antagonist slowly breaching security, crawling across invisible lasers …

Contact Center Leaders: What Customers Expect This Holiday Season

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The value of providing a consistent, superior contact center experience is an essential part of any company’s strategy for success. While this holds true throughout the year, the spotlight shines especially bright on contact centers during the holiday season. Consumer spending surges between Black Friday …

Contact Center Leaders: Are Your Managers Ready for Black Friday?

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The holidays might be considered to be the most wonderful time of the year, but for contact center managers the end of year blitz can be a tremendous tribulation. As explained in Part 1 of this series, year-end sales are anticipated to surge as consumers …