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 …
Omni-Channel
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 …
What Does it take to Achieve a Successful Digital Transformation?
Over the last few years, digital transformation has been one of the biggest buzzword in business. As the enormous potential of Artificial Intelligence (AI), Robotic Process Automation (RPA), context-based omni-channel operations, analytics etc. becomes clearer, their popularity is increasing dramatically. The promise of new future-ready …
3 Trucos fáciles de Don Quijote para enfrentarse al buen Servicio al Cliente
3 Trucos fáciles de Don Quijote para enfrentarse al Servicio al Cliente
“En un lugar de mercado, de cuyo nombre no quiero acordarme, no hace mucho tiempo que vivía un hidalgo de los de lanza en astillero”,
Para buscar 3 consejos sobre cómo mejorar el servicio al cliente …
Proactive Prep: Five Tips to Fine Tune Your Proactive Outreach Campaign
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 …
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 …