The month of April saw a variety of posts from Aspect bloggers and executives, from employee empowerment to providing customers with the “love” they feel they’re lacking, The effort to provide the best customer service using the latest call center and workforce optimization solutions continues to be an important point of discussion. And of course, looking ahead, we’re making final preparations for ACE 2013 and looking forward to another fantastic networking event with opportunities to share ideas and best practices.
Here’s a look back at a selection of our “best of” from last month in case you missed them!
Customer Service that Learns from, Rather than Resists, Social Media
By Stewart Bloom on April 17, 2013
Businesses are now tasked with recognizing the second-order effects that occur 24/7 and facing the challenge of adjusting their strategies in response to these new customer expectations. The power of the relationship companies have with consumers is now with the customer rather than the brand… (READ MORE)
Empower Employees While Upholding Business Goals
By Jane Hendricks on April 3, 2013
Empowerment without compromise is about putting employees in control of their own destiny, while also tracking and measuring results to make sure they align with company goals. Empowerment of this type requires a strong technology foundation… (READ MORE)
Unified Approach to Customer Contact Brings Productivity Gains and Cost Savings
By Kelly Burke on April 8, 2013
Homeward Residential offers mortgage services that help customers secure and preserve their dream of home ownership. Whether borrowers enjoy stable finances or loan payments become difficult, contact center agents are expected to provide them with consistently positive customer experiences. Although Homeward Residential had technologies in place to manage customer interactions, the contact center’s fragmented infrastructure stood in the way of meeting its performance objectives… (READ MORE)
Realize the Power of Change at ACE 2013
By Christine O’Brien on April 19, 2013
With a proactive technology plan, your company can avoid the increased operational expenses, greater competitiveness risks, and lost revenue that can be associated with legacy ACDs. Next-generation Unified IP enables your company to provide the multichannel environment you need to meet and exceed customer expectations… (READ MORE)
Customers Still Find Themselves Looking for Love [Infographic]
By Tim Dreyer on April 24, 2013
Being aware of the problem means we have the opportunity to look for solutions, and customers seem to be asking for consistent service from the channels of their choice. With the right tools and a company-wide commitment to focusing on the customer, that’s something we should all be able to deliver… (READ MORE)
Let us know what you thought about last month’s discussions. Are there any topics you’d like to see covered in May? Leave a note in the comments below!
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