With the increasingly urgent need to make their workforces more productive, technology is often touted as a powerful enabler of greater efficiency and improved employee morale. While this is certainly true, this can only be effectively achieved if workers have access to tools that are …
Innovations/Technology
Posts that discuss new technology trends impacting the next generation of customer contact.
Project managers need to be warriors, not bookkeepers – or your projects are doomed
There is a trend in the IT industry that I find disturbing: more often than not companies are recruiting for project managers only those that are PMP certified, while ignoring the actual traits and experiences that demonstrate successful project management skills and abilities. I find …
Infographic: Chatbots Challenge Traditional Contact Centers
As consumers acclimate to chatbots as their own personal assistants at home, customer service agents have warmed to the idea of chatbots in the contact center. First, agents welcome customer support chatbots to assist with workforce tasks and communicating with management. In addition, agents see …
Don’t let your customer strategy get too swept up in World Cup fever
It’s safe to say that the World Cup creates a sense of excitement across the nation, with brands all over the world looking to cash in on the action, using it as a way of promoting particular products or offers. Similarly, it provides an opportunity …
5 Ways Technology Can Improve Your Customer Satisfaction Rates
The customer experience (CX) landscape has changed, and now more than ever, customer expectations are higher. In a world where people are increasingly busier while also used to more immediate gratification, businesses can’t afford not to put their focus on customer satisfaction.
When you provide a …
Customer Lidl UK wins Best Consumer Chatbot at the 2018 CogX awards!
We’re thrilled to announce that earlier this week, customer Lidl UK won the esteemed prize of Best Consumer Chatbot at the CogX 2018 Awards. The awards, which celebrate the year’s most innovative and influential contributors to artificial intelligence (AI) awarded Margot the winebot as the …
How far can AI go in customer service?
Last week, Google held its annual developer conference, announcing a host of new software plans. With almost every aspect including artificial intelligence (AI), the search company proved its commitment to becoming the world’s biggest AI company, but according to the Financial Times, it also offered …
Submit Your Idea For Our Customer Experience Showcase!
How can a vendor say they’re expert in so many different verticals? Well, saying it is the easy part. How do we show that Aspect has spent countless hours learning an industry by working with customers who are in it day-to-day? By creating a showcase …
Get Your Contact Center Mojo Workin’
Just a month and a half ago, Aspect president Chris Koziol made an unconventional proclamation to the Aspect Customer Experience event in Las Vegas: The contact center has got its mojo back. You may ask yourself, “what is mojo anyway and does my contact center …
Chatbots: Creating a Better Experience? It’s a Piece of Cake
Last week, a popular grocery store in the southeastern United States made national news over a cake order. A proud mother used the online ordering system to request a custom cake. The cake was supposed to read: “Congrats Jacob! Summa Cum Laude class of 2018.” …