According to the recently released 2016 Aspect Consumer Experience Index research, 71 percent of consumers want the ability to solve most customer service issues on their own which is up 7 points from the 2015 index. It’s clear that consumer desire to actually talk to …
Customer Experience
We’re a winner! Aspect Verify™ gets top prize in Security Solution of the Year category at UK Cloud Awards
Some great news from the UK Cloud Awards – we were named the winner in the Security Solution of the Year category for Aspect Verify! This award is a fantastic endorsement of the innovative nature and consistently excellent performance of Verify, and is recognition of …
See you at the ICMI Contact Center Expo
Next week, a couple of the Aspect team members are heading off to Disney World! No, not to visit Minnie & Mickey but to attend the ICMI Contact Center Expo. The expo unites professionals looking to further their knowledge in an industry that is under …
Are You a CX Rock Star or a Laggard
It’s no secret that customer experience is becoming more and more of a priority to companies. As customer expectations increase and their loyalty decreases it’s more important than ever before for companies to truly be CX rock stars.
Customer experience is more than just a buzzword, …
So, What Happened at ACE 2018?
Spring just wouldn’t be the same in North America without flowers blooming, windows opening, and an Aspect Customer Experience event recap on the blog. Much like breaking out my flippys and Corona tank top, it’s not Spring until we sum up the year’s annual event …
The New World of Customer Service
Earlier this week, Digiday published an article about Overstock’s customer service, specifically that Overstock’s customer service texts have a 98% open rate. When I first saw the headline, my initial thought was “Wow, that’s impressive.” A near 100% open rate seemed so extreme, especially when …
Are You Ready for the Gig Economy
A generation or two ago, it was not unusual for workers to spend their entire careers at just two or three employers. Not anymore. “Secure employment” has become an oxymoron. Economists are now talking about the “Gig Economy” where workers become Independent contractors that sell …
Machine Learning or Linguistic Rules: Two Approaches to Building a Chatbot
“It gets better over time” may be the leading slogan for artificial intelligence (AI) these days. It’s also the technology’s biggest excuse. Is “better later” acceptable in today’s marketplace? How long should we wait for AI to become great?
For a company that is trying to …
How We Built Ivy
Back in mid-2016 as we were looking into the various platforms we could integrate with our Aspect CXP™ solution, which lets enterprises build and run AI-powered customer and employee self-service dialog applications, the one platform that really caught our eye was Facebook Messenger. Customers were …
Contact Center Leaders: If You’re Not Early You’re Late
It doesn’t matter if you’re talking about a job interview, a team meeting or your annual physical. The saying holds true no matter what the occasion: if you’re not early you’re late. In order to prepare for all the obstacles that life is certain to …
Aspect and Intuit: Helping You Survive Tax Season
April 15 is a date that strikes fear into the hearts of many Americans as they scramble to explain to the IRS how much federal income tax they should be paying. It’s not surprising that so many American are nervous: The US tax code is …