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 …
Brittany Kelly
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 …
Are You a CX Rock Star or a Laggard
It’s no secret that customer experience is becoming more and more of a priority to companies. As customer expectations increase and their loyalty decreases it’s more important than ever before for companies to truly be CX rock stars.
Customer experience is more than just a buzzword, …
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 …
That’s Right—Kylie Jenner Has Something to Teach Contact Center Leaders About Social Media
As a contact center leader, you may not necessarily have the time to keep up with the Kardashians. But if a recent Kylie Jenner tweet tells us anything, it’s that you’d better start paying closer attention. On February 21st, she took to Twitter, posting what …
[Infographic] Reaching the Connected Consumer
Last month, we released our 2017 Consumer Experience Index. One theme that is clear throughout the Index is that consumers today want to use connected devices and intelligent assistants for customer service. While Millennials are driving this force, Gen X and Boomers are being influenced …
What You Need to Know About Our Latest CX Study
Every year, we release the Aspect Consumer Experience Index to study the ways in which customer experience is evolving, and what contact centers are doing to keep up. We’ve just released our latest findings, which you can see in full by clicking here.
But we also …