Editors note: A ‘bazillion’ is not an actual monetary denomination
Unless you are a Hawaiian-based Veterinarian, you may have missed the story of the rogue Gecko dialer who dialed a Kailua-Kona, Hawaii marine mammal animal center. Apparently unfamiliar with the Telephone Consumer Protection Act (TCPA) which …
If you want to see if the Gig Economy is still booming, look no further then venture capital. Earlier this month NewtonX, an AI-based search engine aiming to connect executive-level subject matter experts to C-Suite decision makers in any industry, announced a $3 million funding …
Much has been written about the constant change in the expectations consumers have for customer service. From the strongly-worded letter and social media brand shaming to the ever-growing preference to conduct agentless support interactions when/where possible, consumer behavior is a lot like the weather in …
The millennial generation has become the single largest age group in the U.S. workforce and is projected to spend $1.4 trillion annually by 2020. As the first generation of digital natives to enter the workforce, they have also changed how businesses interact with customers, which …
Want to make your customers happy? Start with your agents.
We all know happy agents, make happy customers. For example, The Tempkin Group’s 2016 Employee Engagement Benchmark Study found that organizations that deliver great customer experiences have one-and-a-half times as many engaged employees as under-engaged employees. …
Just a month and a half ago, Aspect president Chris Koziol made an unconventional proclamation to the Aspect Customer Experience event in Las Vegas: The contact center has got its mojo back. You may ask yourself, “what is mojo anyway and does my contact center …
Spring just wouldn’t be the same in North America without flowers blooming, windows opening, and an Aspect Customer Experience event recap on the blog. Much like breaking out my flippys and Corona tank top, it’s not Spring until we sum up the year’s annual event …
The annual Aspect Consumer Experience Index is out but before we dive into the data, I want to take a look at some things going on in the customer service market that will give us a little perspective first.
According to Accenture’s just-released Digital Consumer Survey, …
Every year, Deloitte releases an annual survey designed to gather insight from the rapidly evolving contact center landscape, offering leaders from within the industry greater knowledge and actionable intelligence into the trends that will impact their operations in the years to come.
This year’s survey brought …
Many of the latest contact center management tools on the market today are designed to bridge the gap between consumer preference and businesses objectives. By using tools like automation and business intelligence together, contact centers can not only reach larger, more targeted prospects that will …
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