Many of the latest contact center management tools on the market today are designed to bridge the gap between consumer preference and businesses objectives. By using tools like automation and business intelligence together, contact centers can not only reach larger, more targeted prospects that will …
Omni-Channel
Selling in customer engagement to the Boardroom? It’s as easy as growth and profitability
If there is one overriding theme throughout 2017 for Aspect it has been customer engagement. Customer engagement flows through everything we do: from every customer conversation through to every enhancement we make to our products to achieve the ultimate goal of improved customer satisfaction. Customer …
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 …
Customer Engagement Center Capabilities: Omni-Channel Service & Intelligence
Continuing with our series on the capabilities of a customer engagement center, this week’s deep-dive focuses on the importance of an omni-channel customer service experience.
The world today is not the same world we knew 15 years ago. The average customer in the early aughts typically …
The Now Consumer: Save Me Time
As a busy working mom, I rarely have the luxury of wasting time. And when I do, I want to waste it wisely. For example, spending a Sunday morning binge watching episodes of Halt and Catch Fire, reading anything other than a business book, or …
Omni-channel customer service: it’s just the beginning
There’s a school of thought that says if we manage to give a customer a great experience through one customer service channel, then that’s good enough. The customer, the thinking goes, is happy, and they’ll return to that channel next time they want to interact …
The Contact Center of the Future: Everything Old is New Again
I entered the contact center market five years ago, working on self-service interaction and the potential for personalized, customized experiences made possible by smartphones. At the time, the industry was planning for a multi-channel world. The domination of the “archaic” voice channel was starting to …
Conversational systems are the future and there is no running away from this dialogue
Recently, I stumbled upon a very interesting video by one of my favorite music composers -Hans Zimmer. It was an introductory clipping of his online music tutorial -MasterClass, where he was trying to explain to his prospective students how composing music is a fairly simple …
2016 Customer Service by the Numbers – A Year in Customer Service Statistics
From a customer service standpoint, we’ve established that 2016 was the year of the chatbot but that’s not the whole story. Omni-channel customer service, cloud contact centers, and personalization are all customer experience themes that grew in 2016 and will only continue to get stronger …
Consumers Really Want a Great Chatbot Experience. Brands Just Need to Give it to Them
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 …