Disruption to traditional business models in recent years has meant that today’s consumers are more demanding than ever – they expect to able to access services instantly through intuitive apps and experience great service at the same time – and, why shouldn’t they? Technological advancements …
Contact Center Industries
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 …
Merry Christmas and a Happy New Year!
As we close out another successful year, we wanted to reflect on some of our achievements and our customers’ achievements throughout 2018 – a year that saw exciting new updates and implementations.
This year, we’ve brought a number of new customers onboard and worked on some …
Younger shoppers expect improved customer service during promotional periods
It’s no secret that the retail sector has suffered a sustained period of difficulty in recent times, with the highstreet losing some well-known and well-loved brands in 2018 and further brands dramatically downsizing. Alongside this has been uncertainty from consumers and these factors coupled together …
Wir gratulieren!! Aspect Kunde Hoist Finance gewinnt ECCCSA Silver Award
European Contact Centre and Customer Service Awards (ECCCSA) 2018
Wir freuen uns über den silbernen ECCCSA-Award unseres langjährigen Aspect Kunden Hoist Finance. Diesen Preis hat Hoist Finance in der Kategorie “Most Effective Implementation of Technology“ für die Implementierung der cloudbasierten Contact Center Software Aspect Via® gewonnen. …
Aspect Customer recognised at the European Contact Centre and Customer Service Awards 2018
We’re delighted to announce that longstanding Aspect customer, Hoist Finance was recognised as a silver winner in the ‘most effective implementation of technology’ category at the prestigious European Contact Centre and Customer Service Awards for its implementation of our cloud-based contact centre software, Aspect® Via™.
The …
Digital disruption is changing our lives…and its impact on the contact centre is no different
The past few years have seen digital disruption move at an incredible pace, transforming almost every element of our lives; from our ease of access to services to how we purchase goods, and how we lead our everyday lives both at home and in the …
Breakfast seminar: transforming your contact centre
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 …
Easing automation anxieties through up-skilling
Automation is a word on the lips of many a business professional these days. Inevitably it inspires hope for the future for many a decision-maker, but it’s also responsible for raising fears amongst workers that their jobs might be under threat. With OECD figures predicting …
AI will shape the future of digital banking
With the commoditization of banking services, the biggest differentiator for banks today is customer experience. Customers are far more likely to choose a bank based on factors such as the ease of navigation or quality of issue resolution; rather than on the actual offerings.
This creates a challenge …