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 …
Brittany Kelly
Four for Friday: Customer Service Stories You Need to Read
We made it to Friday and there has been a lot happening in the customer service world these past few weeks. Below are our four customer service stories you shouldn’t miss. From customer service blunders to successes we are covering it all below, happy reading!
Is …
Are You Leveraging Your Greatest Asset for Advocacy?
When it comes to customer engagement, there’s no better resource than your brand advocates. Naturally, your products or services have to meet standards of excellence – including your contact center operations – but with so many buying options, advocacy carries more weight than ever.
Many companies …
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. …
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 …
See you at the ICMI Contact Center Expo
Next week, a couple of the Aspect team members are heading off to Disney World! No, not to visit Minnie & Mickey but to attend the ICMI Contact Center Expo. The expo unites professionals looking to further their knowledge in an industry that is under …
The New World of Customer Service
Earlier this week, Digiday published an article about Overstock’s customer service, specifically that Overstock’s customer service texts have a 98% open rate. When I first saw the headline, my initial thought was “Wow, that’s impressive.” A near 100% open rate seemed so extreme, especially when …
Drum Roll Please….Our Second GEM Award Winner
Last Friday we introduced the GEM Awards as well as our very first winner. And today, we want to introduce our second winner!
Our next winner comes from an airline that has continuously been rated the best for customer experience, something our winner (and all employees) …
Introducing the GEM Awards and Our First Winner!
Yesterday, we officially introduced the Aspect GEM (Going the Extra Mile) Awards and we are so excited to say that we have our first two winners! To give you some background on the GEM program we created, in partnership with the Aspect Software User Group …
5 Common Customer Complaints That Don’t Have to Exist in 2018
Your customers know best. So if you’re struggling to figure out why your customers seem so frustrated, maybe you need to look up from the metrics and KPIs for a minute and simply ask them. Every customer complaint should be viewed as an opportunity to …