Every year, the customer service industry talks about the changing consumer landscape and how and how companies need to address their customers’ preferences RIGHT NOW or risk massive churn the likes of which contact centers around the world have never seen. Like all prognostications however, …
Customer Experience
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Consumers increasingly comfortable with human-mimicking robots in customer service
As advanced technologies with machine learning capabilities become more and more commonplace and the general public become more accustomed to interacting with these types of technologies and virtual assistants – such as Amazon Alexa and Google home – more organisations are looking at how they …
Cloud: enabling contact centre AI
Over the last few years, artificial intelligence has been one of the biggest buzzwords in the contact centre and the tech world in general, with more and more organisations understanding the benefits that it can bring. Whether it’s improved efficiencies, cost reductions or improvements to …
Stay connected – treffen wir uns der CCW 2019 in Berlin?
Unter dem Motto „Stay connected“ dreht sich vom 19. bis zum 21. Februar im Berliner Estrel Congress Center wieder alles um den innovativen Kundendialog.
Da sind wir natürlich dabei! Sie finden Aspect an vertrauter Stelle in Halle 1, Stand A11. Wir freuen uns darauf, das Kongressmotto …
The customer service advancements worth paying more for
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 …
Customer Service and Chill: Netflix Announces Plans to Raise Prices
Netflix announced today that they are going to raise prices by 13 – 18%. This is the company’s largest increase since launching its streaming service 12 years ago. The price increase takes effect immediately for new …
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 …
Weniger ist mehr
In Bezug auf Weihnachtsgeschenke stößt die Maxime „Weniger ist mehr“ wohl nicht unbedingt auf viele Anhänger – aktuellen Umfragen zufolge werden die Deutschen dieses Jahr rund 470 Euro für Weihnachtsgeschenke ausgeben, Ein Plus von 1,4 Prozent zum Vorjahr. Dieses „mehr“ wird den Handel und die …
The New Rules for Customer Service
Consumers are hard to pin down. Just when you think you have them figured out, they’ve moved on to something else. As Ferris Bueller said,
“Life moves pretty fast. If you don’t stop and look around once in a while, you could miss it.”
The same holds …