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 …
Tim Dreyer
Customer Service Confidential: Agents Reveal the Secrets to their Happiness
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. …
Get Your Contact Center Mojo Workin’
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 …
So, What Happened at ACE 2018?
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 …
Customers Are Willing to Pay a Lot More for a Better Customer Service Experience, if They Get to Tell You Exactly What That Is
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, …
Five Key Takeaways From Deloitte’s 2017 Global Contact Center 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 …
Proactive Prep: Five Tips to Fine Tune Your Proactive Outreach Campaign
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 …
Importance of the Contact Center on Full Display for Hurricane Relief
The role of the contact center has never been more critical to the overall success of your business strategy than it is today. But in light of the recent hurricanes that have devastated Texas, Florida and the Caribbean, contact centers have taken on a new …
Equifax’s Customer Service Conundrum
My Dad, much to his dismay, was frequently the last to know anything of importance in our family. Though not always intentional, he was often left in the dark about conflicts, injuries, or broken housewares until long after they were resolved, healed or clandestinely replaced. …
Aspect Via™ Innovation Video
Here at Aspect, we believe that the voice of the consumer has become too strong, too loud to be ignored. So, it’s simply not enough for a brand to say they’re listening. It’s time for companies to show their customers that they are being heard. …