At age 21, SMS text messaging is finally growing up. Time for big business. Time for business2consumer communication. Finally! But let’s have a closer look at how SMS is predominantly used today.
Do you get prescription reminders from your pharmacy, or appointment reminders from your clinic? …
Over the weekend the 2015 Stanley Cup Final pairing was determined by two game seven match-ups. Being good gets teams to the playoffs, but being the best is determined by the details: details in strategy, vision and execution. Being the best often comes down to …
Customer service experiences are a universal frustration. Chances are most of us can rattle off a bad customer service experience without a moment’s hesitation. According to the results of a new consumer survey from Aspect, our customer service expectations have increased in the past three …
In the April 2015 issue, Vanity Fair published results of a survey they conducted that’s near and dear to our hearts as well – the pervasiveness of mobile technology and how we use it. Intriguingly enough, a full 87 percent said they agreed we are …
Do you know who your customers are dealing with? If not, a new Aspect research study of companies offering customer service will help you find out.
The Customer Service Personas study, commissioned by Aspect and conducted by GfK Custom Research, LLC, is a two-part qualitative (17 …
When thinking of mobile customer care, most people tend to think of mobile apps. Mobile native apps are indeed a great way to expose pretty much all channels available on a smartphone (see my recent blog about why mobile isn’t a channel) and offer great …
A recent study conducted by International Data Corporation found that 25 percent of smartphone users couldn’t recall a time when their phone wasn’t in the same room with them. 79 percent of users confessed to having their phones with them for all but two hours …
At Enterprise Connect on March 20th, I joined a panel moderated by Sheila McGee-Smith regarding Proactive Customer Care. One of her main points about being proactive is that the thinking is shifting away from IVR automation as a way to deflect calls and reduce costs …
Consumers continue to demand higher levels of personalized service. We know this very well at Aspect Software. In fact, we’ve dedicated the last 40 years to developing solutions that help companies engage with their customers over a broad array of channels and deliver differentiated service …
Last week, Mitch Wagner, editor in Chief at The CMO Site put out a blog post on how Target Knows You’re Pregnant Before the Stork Does that I thought had some interesting relevancies to the contact center space. Not on pregnancy predictability of course, but …
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