My Dad, much to his dismay, was frequently the last to know anything of importance in our family. Though not always intentional, he was often left in the dark about conflicts, injuries, or broken housewares until long after they were resolved, healed or clandestinely replaced. …
Customer Service
The Customer is Always Right. Right?
Now more than ever, it is critical for contact centers to provide customers with the highest degree of care possible. The emphasis on customer experience, versus basic customer service, has driven businesses to massively expand the role of the contact center. But this trend is …
Apple Business Chat – A Contact Center Perspective
A week ago, I wrote about how iOS is slowly turning into an operating system for your life, not your devices, by adding customer service and eCommerce functions into its core OS. In this piece, I’ll provide an overview of how Business Chat works.
With Business …
CXP 17: Leveraging Natural Language Understanding for Self-Service Chatbots
Last week’s CXP series post covered using CX Designer for self-service application creation and today we are going to continue the series by covering the additional capabilities that take our chatbot creation platform to a new level.
Interactive Text Response (ITR) is so much more than …
Infographic: Agents and Chatbots – Better Together!
Today we released our Aspect Agent Experience survey which took a deep dive into the relationship that customer service agents and chatbots have, or better yet, could have. Multiple research firms including Gartner and Juniper Research have predicted chatbots or A.I. will replace all live …
Fast, Good or Cheap—Why Choose Just One?
There’s an old saying about customer service: fast, good or cheap. You can get good and fast service, but it won’t be cheap. You can get cheap and fast service, but it won’t be good. Or you can get good, cheap service, but it won’t …
Modern IVR – For when your Contact Center is just not ready yet for Chatbots and AI
IVR systems have been reliably reducing cost in the contact center for over 2 decades now. Yet, IVR has not exactly been a driver of engaging, productive, and pleasing customer experiences. Why? It’s in the design. You can have the best IVR platform in the …
Fast Food Giant Wendy’s Serves Up Customer Service Nuggets of Wisdom
According to a recent Gartner study, it is believed that customer experience will overtake both price and product as the key brand differentiator by 2020. Savvy businesses have seen the writing on the wall and have begun to transform their organizations to become more adept …
The Now Consumer: Fit into My Life
Can I let you in on an embarrassing little secret? I’m late paying my gas bill. Again. In fact, I’m late with this particular bill so often that I’m practically on a first-name basis with the IVR that answers their 1-800-please-don’t-shut-off-my-hot-water number. (I call her …
Is bad customer service costing your business?
We all know that bad customer service is a recipe for disaster. And that it can cause customers to go elsewhere. It really highlights how important it is for contact centres to make sure they’re doing everything they can to keep their agents performing well.
The …