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 …