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Most customer-focused businesses are aware of channel shift, and many are currently grappling with how to make it a success. You want to encourage your tech-savvy customers to use newer, more efficient channels, but you don’t want to irritate your loyal followers in the process.
Recent …
We’ve all been there; we need to interact with customer service and we just want to get it done right. We want to be sure that the issue is resolved correctly – For most of us, it’s actually more than speed, convenience and personalization.
Without …
As we move toward economic, social, and business recovery from COVID-19, while simultaneously navigating the social, mainstream and alternative media environments, the customer experience is more important than ever. How a customer perceives your brand has never had a more direct impact on your brand’s …
We’re all too familiar with the countless “change of plans” thanks to the global pandemic. From family vacations that have become unique and memorable staycations to online concerts and the subsequent crashing of a social media platform, the things we were planning as recently as …
Who is your customer? And perhaps more importantly, what would it take to keep that customer for a lifetime? Aspect CEO, Patrick Dennis recently had an opportunity to sit with Frank Bria, host of The SaaS CX Show. They spent roughly 30 minutes discussing CX …
A couple of years ago, I went to Mexico for a wedding. I had a great time, many frozen daiquiris, and, (unrelated to the daiquiri consumption) my credit card number swiped. A side effect of Cabo San Lucas I thought. But it turns out that that …
In the old days, MVP meant one thing. Most Valuable Player. It was reserved for the best of the best. Supreme. The highest honor bestowed upon someone and occasionally, some thing. In sports, this crown has perpetuated, but in the business arena we’ve stolen it, taken …
A few weeks ago, I got a text message from my bank inquiring if I had made a few purchases with my debit card they deemed suspicious. I logged into my mobile banking app and learned t these charges included a $1.00 charge at a …
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 …
72% of customers will pay more for an exceptional customer experience. The problem is few companies have a plan to drive customer loyalty.
There are some easy strategies you can implement to help your customers feel the love. For example, stay out in front …
Can you turn business insights into reduced operating costs?
Yes!
Speech analytics creates opportunities within your organization to uncover valuable insights by analyzing customer sentiment.
This creates a positive impact to your bottom line, including:
Reduced Quality Management Costs
Contact centers lack the time and manpower to evaluate a statistically …
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