It’s no secret that the retail sector has suffered a sustained period of difficulty in recent times, with the highstreet losing some well-known and well-loved brands in 2018 and further brands dramatically downsizing. Alongside this has been uncertainty from consumers and these factors coupled together …
Innovations/Technology
Posts that discuss new technology trends impacting the next generation of customer contact.
Wir gratulieren!! Aspect Kunde Hoist Finance gewinnt ECCCSA Silver Award
European Contact Centre and Customer Service Awards (ECCCSA) 2018
Wir freuen uns über den silbernen ECCCSA-Award unseres langjährigen Aspect Kunden Hoist Finance. Diesen Preis hat Hoist Finance in der Kategorie “Most Effective Implementation of Technology“ für die Implementierung der cloudbasierten Contact Center Software Aspect Via® gewonnen. …
Aspect Customer recognised at the European Contact Centre and Customer Service Awards 2018
We’re delighted to announce that longstanding Aspect customer, Hoist Finance was recognised as a silver winner in the ‘most effective implementation of technology’ category at the prestigious European Contact Centre and Customer Service Awards for its implementation of our cloud-based contact centre software, Aspect® Via™.
The …
10 Punkte, auf die Sie bei einer cloudbasierten Customer Engagement Plattform achten sollten
Richtig schlechter Kundenservice schafft es oft in die Schlagzeilen. Keine erstrebenswerte Werbung! Aber auch eine „nur“ unbefriedigende oder einfach mittelmäßige Servicequalität ist mit Sicherheit kein Wettbewerbsvorteil. Kein Unternehmen kann es sich langfristig leisten, sich im unteren Service-Mittelmaß einzurichten, sondern sollte Verbesserungen anstreben.
Immer mehr Unternehmen, die …
Winning the human battle needs closer attention than the technology battle
The evolution of the customer service experience has seen the advent of a host of new ways for customers to interact with a business, with technology such as chatbots and automated self-service options becoming increasingly prevalent. While this transformation is proving to be instrumental in …
A Guide to Navigating the Digital Hype
Digital technologies like AI, IoT, and big-data analytics have been creeping into the customer experience for some time now but only recently have businesses really started to take serious notice. While only 15% of enterprises are using AI as of today, 31% are expected to …
Your 2019 Guide to Moving Your Call Center to the Cloud
Global market intelligence firm International Data Corporation predicts that by 2020, 67% of enterprise infrastructure and software spending will be for cloud-based offerings. Are you considering moving your contact center to the cloud? With 2019 less than 60 days away it may be time to …
Digital disruption is changing our lives…and its impact on the contact centre is no different
The past few years have seen digital disruption move at an incredible pace, transforming almost every element of our lives; from our ease of access to services to how we purchase goods, and how we lead our everyday lives both at home and in the …
Breakfast seminar: transforming your contact centre
We recently held the first in a series of breakfast seminars outlining the current challenges being faced by customer contact teams. The event, held in the beautiful setting of Tower Bridge aimed to provide insights on how organisations can transform their contact centres to remain …
What the Gig Economy Really Is
The term “Gig Economy” is used to describe many changing attitudes, standards and preferences in the way people work. Forbes definition of the Gig Economy, as it relates to attitudes about work, is the “Increased tendency for businesses to hire independent contractors and short-term workers, …