Over the past few months Aspect customers have been reaching out to discuss their plans to implement a work from home strategy for their engagement centers (contact centers), and it has inspired me to share more globally what we have seen in the industry, and …
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Convenience is King for Millennials in Customer Service
Millennials often get saddled with a negative reputation. But now that this generation has become the single largest age group in the U.S. workforce, and is projected to spend $1.4 trillion annually by 2020, they are a force that businesses can’t afford to overlook. As …
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Experts and AI: The Gig Economy Gets Intelligent
If you want to see if the Gig Economy is still booming, look no further then venture capital. Earlier this month NewtonX, an AI-based search engine aiming to connect executive-level subject matter experts to C-Suite decision makers in any industry, announced a $3 million funding …
AI will shape the future of digital banking
With the commoditization of banking services, the biggest differentiator for banks today is customer experience. Customers are far more likely to choose a bank based on factors such as the ease of navigation or quality of issue resolution; rather than on the actual offerings.
This creates a challenge …
Customer Engagement Excellence Regardless of Economic Times
A robust economy might be great for your 401K but if you’re a customer service manager, it could make it tougher for you to do your job. According to the American Customer Satisfaction Index, the national measure for customer happiness has been stagnant for the …
Is Your User Experience a Loser Experience?
Much has been written about the constant change in the expectations consumers have for customer service. From the strongly-worded letter and social media brand shaming to the ever-growing preference to conduct agentless support interactions when/where possible, consumer behavior is a lot like the weather in …
PSD2: Lack of clarity from regulators hindering Strong Customer Authentication
PSD2: Lack of clarity from regulators hindering Strong Customer Authentication
As the second Payment Services Directive continues its roll out, regulations making it obligatory for organisations to implement strong customer authentication (SCA) in online payments will come into force on September 19th this year.
Despite being …
Why Voice Authentication Can Help Financial Institutions Deliver Better Customer Service
Banking customers have long been had to provide passwords or PINs to access their accounts. It’s just part of the process, and they understand it’s a necessity for information and account security. Of course, they’ve also had to deal with the challenges of forgetting them …
Building your own Women in Technology group doesn’t happen overnight!
Recently I was asked to speak at the St Louis Women In Tech Exchange – A community for any woman in technology looking for a tribe to share, empower, energize, and support. This group is spearheaded by Ladan Kamfar, Digital Collaboration Lead with Monsanto Company. …
Here’s to Another 25 Years of SMS
It is appropriate that I cover SMS in this blog post because 2018 marks the 25th birthday of SMS. By now, it is no secret that as we become increasingly dependent on our mobile devices we heavily rely on the mobile channels that go with …