We recently held the first in a series of breakfast seminars outlining the current challenges being faced by customer contact teams. The event, held in the beautiful setting of Tower Bridge aimed to provide insights on how organisations can transform their contact centres to remain …
Clare Angood
Leading analyst house recognises us as market leader for contact centres in the cloud
Ventana Research, leading business and technology research and advisory services firm, has named us as a Value Index Leader in the first Ventana Research Value Index for Contact Centres in the Cloud.
We came second in the overall ranking and ranked number one in total cost …
Don’t let your customer strategy get too swept up in World Cup fever
It’s safe to say that the World Cup creates a sense of excitement across the nation, with brands all over the world looking to cash in on the action, using it as a way of promoting particular products or offers. Similarly, it provides an opportunity …
Aspect joins forces with CallMiner for Engagement Analytics Lunch on Thursday 19th April
As part of our ongoing collaboration with CallMiner, we’re eagerly anticipating the Engagement Analytics Lunch we’ll be holding at the new Aspect offices on 19th April!
When it comes to customer engagement, modern businesses face a real need for speed and efficiency. Customers have come to …
Why are customers willing to pay more for a better experience?
Today’s data driven economy means that making purchases is no longer as simple as ‘shopping around’ for the best features, the best price or even the most convenient buy. Regardless of whether we’re buying in-store or online (from clothing to a new energy provider), consumers …
I feel the need, the need for speech (analytics)
As Shakespeare said in As You Like It: “All the world’s a stage, and all the men and women merely players”. While professional Hollywood actors win acclaim and awards for their skills, including subtle changes in speech, tone and facial expressions in order to convey …
Is bad customer service costing your business?
We all know that bad customer service is a recipe for disaster. And that it can cause customers to go elsewhere. It really highlights how important it is for contact centres to make sure they’re doing everything they can to keep their agents performing well.
The …
What forward-thinking customer service leaders should consider now
When you’re running a contact centre, there are things that you can be thinking about now to make sure you get to where you want to be in the future.
Unsurprisingly, technology is the most important reason things are going to change. You’ll probably already know …
What do contact centre pros really want?
We at Aspect recently took part in the annual CC Expo event at London’s Olympia convention centre. This is something we do every year, and it’s a great chance for us to connect with other professionals in our industry, do a bit of networking, and …
Motivating contact centre staff – how to keep your staff members performing
Motivating employees in a contact centre can pose challenges as we all know. Sometimes it’s easy to forget about keeping your staff happy while you focus on hitting targets and making sure that the centre is running smoothly.
But this can lead to demotivated staff, and …