I hope you’re planning on joining us at ACE this summer. Based on your feedback, we’ve been fine-tuning our breakout session tracks. New for this year is the Master Program track, which is now part of our improved certification program. The Aspect team has collaborated …
This weekend marks another bank holiday in the UK, and with the warmer months settling in, you will no doubt begin to experience influxes in customers – both physically and online – as millions of people switch off from work and become more focused on …
Winning the CX Iron Throne
Call the banners; winter is here. The final season of Game of Thrones is upon us, and it’s shaping up to be the most wildly anticipated television premiere of all time. Great battles will be fought, blood will be shed and, …
According to the Pew Research Center, the Millennial generation can be defined as individuals born between 1981 and 1996 (ages 22-37 in 2018). Today more than one in three members of the American workforce are Millennials, making them the largest generation in the US workforce. …
In case you haven’t noticed, we’re pretty excited about ACE 2019, July 29 – August 1. Those four days will be packed full of exclusive insights, high-energy networking opportunities and interactive product sessions. Attendees will come away with ideas for how …
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, …
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