Automation is a word on the lips of many a business professional these days. Inevitably it inspires hope for the future for many a decision-maker, but it’s also responsible for raising fears amongst workers that their jobs might be under threat. With OECD figures predicting …
Agent Experience
Work from home programs are no longer a reward system
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 …
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 …
T-Mobile: No Bouncing, No Bad Bots, No BS
Yesterday at a media event in Charleston, South Carolina, the CEO of T-Mobile, John Legere, revealed their next big move. My initial thought was what could possibly be a bigger move than offering free Netflix? Turns out, a full revamp of their customer service as …
Flexible, cloud-based solutions key to workforce optimisation
With the increasingly urgent need to make their workforces more productive, technology is often touted as a powerful enabler of greater efficiency and improved employee morale. While this is certainly true, this can only be effectively achieved if workers have access to tools that are …
Infographic: Chatbots Challenge Traditional Contact Centers
As consumers acclimate to chatbots as their own personal assistants at home, customer service agents have warmed to the idea of chatbots in the contact center. First, agents welcome customer support chatbots to assist with workforce tasks and communicating with management. In addition, agents see …
Will Artificial Intelligence Replace Agents in Your Contact Center?
There’s been a lot of discussion about artificial intelligence and its uses in customer service to facilitate faster, smarter customer engagements. Already, countless businesses are leveraging some form of AI to facilitate self-service using chatbots, speech recognition, and automation solutions. The question being asked, though, …
Infographic – Gig Economy and Customer Service Agents
This week we released part two of our Agent Experience Index survey covering the gig economy and how customer service agents feel about it. Currently, 16% of customer service agents are working in the “gig economy” and we expect that number to continue to rise. …
“It’s Complicated” (But Aspect has an answer to multichannel forecasting)
In 1917 Danish mathematician A.K. Erlang developed a model for predicting how many circuits the telephone company would needed to serve the city of Copenhagen. The model became known as Erlang C and eventually became the mathematical foundation for both automated and manual forecasting models …
Infographic: Inside the Hearts and Heads of Customer Service Agents
Today we officially launched part one of our 2018 Agent Experience Index. The Agent Experience Index looks at customer service agents across all demographics and examines their job satisfaction, engagement, ability to provide great customer experiences, and more. A summary of the data can be …