Don’t you hate it when you have an urgent customer service matter that requires live assistance? An SMS conversation with a live agent or chat bot won’t cut it, web chat will require too much back and forth typing; and email—well, really?!
Over the last two …
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 …
SMS has become the most effective tool for businesses to communicate with their customers because of its ease-of-use, convenience and reach. Over 6 billion texts are sent every day and 97% of Americans use text at least once a day.
SMS enables customers to stay in …
Driven by the impatience of the millennial mindset, people are more likely than ever before to stop doing business with brands that are unwilling or unable to meet today’s consumer engagement standards. According to the recent Aspect Consumer Experience Index survey fifty-eight percent of consumers …
You may have heard the expression, “better to try and fail than never to try at all.” I think of this expression when I think about customer service. I often wonder, have we set up contact center agents to fail before they even get a …
In late 2016, the Department of Justice brought grand jury charges against 56 individuals in India and the United States after it blew the lid off a telefraud scam being run from fake contact centers in India. The con originated back in 2013 and the …
Unless you spent the last 4 days holed up in a remote Alaskan cabin free of Wi-Fi or anything connecting you to civilization, you may have noticed that a little sporting event called March Madness has been going on. From underdogs to buzzer beaters, cinderellas …
Year after year customers cite excellent content as one of the top reasons for attending ACE. For this reason we work extremely hard to share meaningful content including our plans, our vision and best practices, underscored by compelling customer stories.
Every year there is lively conversation …
As a busy working mom, I rarely have the luxury of wasting time. And when I do, I want to waste it wisely. For example, spending a Sunday morning binge watching episodes of Halt and Catch Fire, reading anything other than a business book, or …
Businesses with on-demand apps have disrupted their respective industries while providing consumers with a fresh new way to buy, sell, travel and everything in between. If you’ve ever booked a ride, ordered a meal, purchased tickets or reserved a table you’re well aware of the …
Aspect Blogs | Aspect.com
