Most customer-focused businesses are aware of channel shift, and many are currently grappling with how to make it a success. You want to encourage your tech-savvy customers to use newer, more efficient channels, but you don’t want to irritate your loyal followers in the process.
Recent …
Employees are the ambassadors or your business, and their state of mind during customer service calls greatly affects the dynamics of these conversations and ultimately greatly affects the customer experience. But only in the past few years has agent happiness been recognized as a key …
It goes without saying that sickness is a burden on any business. If for whatever reason your levels of absence due to sickness are high, you’re constantly under the cosh as a business, scratching around to find people to cover shifts and minimise overall …
Flexible working has become a fixture of the professional world. Flexible and short-term working arrangements have proven popular amongst staff in many industries, and shift scheduling has moved on from a ‘top down’ command-type arrangement into a two-way conversation between managers and employees.
The emerging generation …
Okay, if I can’t be her, then I want her to keynote ACE 2019 – and guess what, SHE IS! I’ll admit that I have been a long-time fan of Jeanne and her podcast series The Human Duct Tape Show, but throughout our keynote evaluation process, …
You may be familiar with ACE, our annual user conference. But what you think you know is about to be turned on its head.
This is a new Aspect, and it’s a new ACE. We’re doing things differently. Instead of sticking with the status quo, we’re …
Cloud technology for implementing and administering workforce management (WFM) technology is becoming increasingly important to businesses that are under pressure to maximise workplace productivity, reduce expenditure and improve their bottom line.
In our current economic climate of uncertainty and instability, all processes need to be managed …
The humble telephone has been a fixture of the customer engagement experience for many decades. It’s still a hugely important piece of the puzzle, but the evolution in mindset of the younger generation means that it’s now becoming a last resort rather than a first …
As advanced technologies with machine learning capabilities become more and more commonplace and the general public become more accustomed to interacting with these types of technologies and virtual assistants – such as Amazon Alexa and Google home – more organisations are looking at how they …
Over the last few years, artificial intelligence has been one of the biggest buzzwords in the contact centre and the tech world in general, with more and more organisations understanding the benefits that it can bring. Whether it’s improved efficiencies, cost reductions or improvements to …
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