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
Aberdeen Report: Omni-Channel Customer Care: How to Delight Your Empowered Customers
Yesterday I got an email from my Flexible Spending Account (FSA) provider. An FSA is a special account you put pre-tax money in that allows you to pay for certain out-of-pocket health care costs. There are specific rules for how the money can be spent …
A Guide to Navigating the Digital Hype
Digital technologies like AI, IoT, and big-data analytics have been creeping into the customer experience for some time now but only recently have businesses really started to take serious notice. While only 15% of enterprises are using AI as of today, 31% are expected to …
Your 2019 Guide to Moving Your Call Center to the Cloud
Global market intelligence firm, International Data Corporation predicts that by 2020, 67% of enterprise infrastructure and software will be for cloud-based offerings. Are you considering moving your contact center to the cloud? With 2019 less than 60 days away it may be time to ask …
Digital disruption is changing our lives…and its impact on the contact centre is no different
The past few years have seen digital disruption move at an incredible pace, transforming almost every element of our lives; from our ease of access to services to how we purchase goods, and how we lead our everyday lives both at home and in the …
Breakfast seminar: transforming your contact centre
We recently held the first in a series of breakfast seminars outlining the current challenges being faced by customer contact teams. The event, held in the beautiful setting of Tower Bridge aimed to provide insights on how organisations can transform their contact centres to remain …
Workforce planning in a Gig Economy
While contact center agents might be ready to jump head first into the gig economy, contact center management is a bit more reluctant, and for good reason. Having on-demand customer service agents isn’t as simple as engaging drivers for Uber. Before making the transition to …
Is your customer engagement digital ready?
In today’s highly commoditized age where there is often little differentiation when it comes to competitive products and offerings, the biggest factor that prompts customers to patronise one brand over the other, is often customer engagement. There are several studies that show the impact of …
Manual Dialing Gone Mad: An Outbound Dialing Story
Editors note: A ‘bazillion’ is not an actual monetary denomination
Unless you are a Hawaiian-based Veterinarian, you may have missed the story of the rogue Gecko dialer who dialed a Kailua-Kona, Hawaii marine mammal animal center. Apparently unfamiliar with the Telephone Consumer Protection Act (TCPA) which …
Why You Should Keep Your Head in the Clouds
It’s become obvious that cloud solutions are no longer just an element of the future. Many organizations are realizing that with its maturity the potential drawbacks have disappeared. Security is robust, integration with third-party solutions is seamless and reliability is a given. Gartner recently forecasted …
Nicht aussitzen, sondern handeln: Service verbessern – jetzt!
Die Serviceerwartungen von Verbrauchern haben sich verändert. Dabei geht es zum einen darum, über welche Kanäle Kunden den Kontakt zu Unternehmen suchen und zum anderen um eine steigende Ungeduld. Kunden möchten ihre Zeit nicht mit Warten verschwenden. Fragen sollen umgehend beantwortet und Probleme schnellstmöglich geklärt …