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, …
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When I grow up, I want to be Customer Experience Pioneer Jeanne Bliss
Okay, if I can’t be her, then I want her to keynote ACE 2019 – and guess what, SHE IS! I’ll admit that I have been a long-time fan of Jeanne and her podcast series The Human Duct Tape Show, but throughout our keynote evaluation process, …
ACE 2019: It’s Go Time!
You may be familiar with ACE, our annual user conference. But what you think you know is about to be turned on its head.
This is a new Aspect, and it’s a new ACE. We’re doing things differently. Instead of sticking with the status quo, we’re …
Future success reliant on cloud-based workforce management software
Cloud technology for implementing and administering workforce management (WFM) technology is becoming increasingly important to businesses that are under pressure to maximise workplace productivity, reduce expenditure and improve their bottom line.
In our current economic climate of uncertainty and instability, all processes need to be managed …
Traditional comms channels: a last resort for consumers?
The humble telephone has been a fixture of the customer engagement experience for many decades. It’s still a hugely important piece of the puzzle, but the evolution in mindset of the younger generation means that it’s now becoming a last resort rather than a first …
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 auf 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 …