Fall is in the air. That means it’s time for apple picking, pumpkin carving and the 15th Anniversary Customer Contact West: A Frost & Sullivan Executive MindXchange, October 27 – 30, 2019 in Huntington Beach, California. We’re excited about participating in these action-packed few days.
In …
To understand the disruptive threat that alternative lodging companies pose to the hotel industry, look no further than research released earlier this year by Cowen and Company providing a glimpse into the success of Airbnb. The report indicated that Airbnb’s global bookings are anticipated to …
The era of managing customer contact through lightly-integrated point solutions is over. Aspect realizes that cobbled together customer service operations just cannot meet the expectations of today’s connected, intelligent and demanding consumers. That is why we recently introduced Aspect® Via™, the complete customer engagement center …
A college degree is more important than it’s ever been, which is why it’s not surprising that college and university enrollment continues to hover at near record levels. According to the Department of Education, a third of all 25-64 year olds in the U.S. have …
The Internet of Things (IoT) and cloud technology continue to transform and improve asset and action visibility and organizational efficiency across the globe. Every industry from finance and transportation, to healthcare and education is applying and benefiting from cloud infrastructure.
According to the latest survey from …
The outlook is rather bleak for companies that provide sub-par customer service: 82 percent of consumers have stopped doing business with a company strictly due to bad service. And if your strategy is to rely on new customers to replace those lost, you’ll have to …
For decades companies big and small have been trying to figure out how to provide customers with better service. One theory is that the better service your company provides, the happier your customers are and in turn they reward you through their loyalty.
Sounds simple, right? Some …
The latest issue of Consumer Reports published a study on the top irritants consumers have with customer service. While the findings were not exactly surprising, they are disappointing. At least 10 of the 17 items listed can be addressed with simple technology updates. The question …
In an era where consumers look at many products and services without distinction, high-touch customer service is being viewed by many companies as a way to differentiate themselves from their competition. But providing a consistent omni-channel customer experience, where consumers can start a conversation on …
Nearly everyone today thinks about the explosion and proliferation of mobile device use and how it has brought with it greater consumer convenience, entertainment or safety as a good thing. Everyone but contact centers. Today 55% of households can only be contacted via a wireless …
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