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, …
Innovations/Technology
Posts that discuss new technology trends impacting the next generation of customer contact.
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 …
10 Must Haves for Cloud-Based Customer Engagement Platforms
I’ve had a few interactions recently with customer service departments. None of them have been noteworthy. They weren’t terrible but I certainly couldn’t say that any of them were quick, convenient or exceptional interactions either. We hear a lot about bad customer service experiences because …
Survey Says: Customers are Willing to Share Personal Data
My husband and I like to go to a little Japanese restaurant in our small town. They offer a sushi roll special that includes a ginger salad, mushroom soup and two rolls for a surprisingly affordable price. I know what you’re thinking… I was skeptical …
Work from home programs are no longer a reward system
Over the past few months Aspect customers have been reaching out to discuss their plans to implement a work from home strategy for their engagement centers (contact centers), and it has inspired me to share more globally what we have seen in the industry, and …
PSD2: Lack of clarity from regulators hindering Strong Customer Authentication
PSD2: Lack of clarity from regulators hindering Strong Customer Authentication
As the second Payment Services Directive continues its roll out, regulations making it obligatory for organisations to implement strong customer authentication (SCA) in online payments will come into force on September 19th this year.
Despite being …
Here’s to Another 25 Years of SMS
It is appropriate that I cover SMS in this blog post because 2018 marks the 25th birthday of SMS. By now, it is no secret that as we become increasingly dependent on our mobile devices we heavily rely on the mobile channels that go with …
Leading analyst house recognises us as market leader for contact centres in the cloud
Ventana Research, leading business and technology research and advisory services firm, has named us as a Value Index Leader in the first Ventana Research Value Index for Contact Centres in the Cloud.
We came second in the overall ranking and ranked number one in total cost …
Managing Seasonal Contact Center Volumes with Cloud
Changing demands are one the most difficult parts of operating a contact center. It’s one thing to simply manage scheduling, on a weekly basis but, when staffing needs change, adding and deploying new agents to a contact center can be a frustrating and time-consuming process. …
Flexible, cloud-based solutions key to workforce optimisation
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 …