Between Black Friday and Cyber Monday in 2017, a top DNA testing kit company sold approximately 1.5 million kits, and more than 10 million people have used to kits to have their DNA tested according to news reports. With many companies offering discounts during Cyber …
Maddy Hubbard
When Self-Service Falls Short
Remember the old days when a day or two before your scheduled doctor’s appointment you’d receive a phone call from a person confirming your appointment? The reminder calls still happen, but more frequently than not, the calls are automated. It’s no secret that I don’t …
According to Customers, Aspect Workforce Management Leads the Pack
The G2 Crowd results are in: Aspect has the highest customer satisfaction rating of all leading WFM solutions.
The growth and popularity of crowd-sourced customer review and recommendations sites such as Yelp and TripAdvisor are where consumers go for authentic, unbiased, user-driven information about products and …
Your 2019 Guide to Moving Your Call Center to the Cloud
Global market intelligence firm International Data Corporation predicts that by 2020, 67% of enterprise infrastructure and software spending will be for cloud-based offerings. Are you considering moving your contact center to the cloud? With 2019 less than 60 days away it may be time to …
Survey Says: Customers are Willing to Share Personal Data
My husband and I like to go to a little Japanese restaurant in our small town. They offer a sushi roll special that includes a ginger salad, mushroom soup and two rolls for a surprisingly affordable price. I know what you’re thinking… I was skeptical …
Why Voice Authentication Can Help Financial Institutions Deliver Better Customer Service
Banking customers have long been had to provide passwords or PINs to access their accounts. It’s just part of the process, and they understand it’s a necessity for information and account security. Of course, they’ve also had to deal with the challenges of forgetting them …
Why You Have to Measure CSAT and How to do it Right
Once a popular buzzword, customer satisfaction has become a standard in defining business operations and one that requires measurement and adjustment of platforms and processes. In fact, not measuring customer satisfaction to identify and implement improvement opportunities is akin to throwing away revenue.
The tendency for …
Are You Mapping Customer Journey?
Most businesses – at least those that are serious about being competitive – have made the customer experience a key priority. Many are taking the concept of unified communications to the next level, integrating it into the customer engagement workflow to create a unified customer …
Making Your Entire Organization Part of the Unified Customer Experience
Customer experience has, for decades, been the domain of the customer service reps tasked with resolving customer problems when they dial into a call center. That’s changing, though. The modern contact center is still the leader in a mission to deliver a positive customer experience, …
Chatbots: Creating a Better Experience? It’s a Piece of Cake
Last week, a popular grocery store in the southeastern United States made national news over a cake order. A proud mother used the online ordering system to request a custom cake. The cake was supposed to read: “Congrats Jacob! Summa Cum Laude class of 2018.” …