By now, any IT manager should be well aware of the benefits of cloud computing. When it comes to boosting efficiency, cutting costs and improving flexibility, the advantages of a cloud-based system are hard to ignore.
But even with these great features, getting buy-in from others …
As a busy working mom, I rarely have the luxury of wasting time. And when I do, I want to waste it wisely. For example, spending a Sunday morning binge watching episodes of Halt and Catch Fire, reading anything other than a business book, or …
Nearly everyone can relate to the experience of calling a business, navigating a phone tree for several minutes and then having to repeat that information back to an agent. Some experiences can be even more frustrating if the issue is not resolved or if you …
When it comes to customer service, maybe the cloud is not your first thought. Maybe you initially think of a group of stressed contact centre workers frantically answering the phone. Maybe you imagine reminders to call someone back being written down on paper and getting …
Customer engagement is linked to revenue. We’ve seen this correlation recurring everywhere customer experience is studied, from executive-level surveys to the voice of the consumer. A 2016 report from Microsoft found that across all customer groups surveyed, 60% of people have stopped doing business with …
Based on the most recent forecast put out by MarketsandMarkets, a strong showing in the cloud-based contact center market is poised to continue building steam through at least 2020. Global revenue was reported at $4.68 billion last year, but the industry will continue to blossom …
In a recent New York Times article, author Kate Murphy disclosed an unsettling trend occurring now in the contact center industry: Many organizations are wittingly institutionalizing poor customer service to cut costs or monetize support.
She cited an International Customer Management Institute (ICMI) survey in which …
By now, the potential benefits of adopting cloud computing solutions should be well-established – lower running costs, greater flexibility and scalability are just some of the key positives. Yet despite the opportunities the technology provides, it’s still viewed with suspicion by many professionals.
If you’re among …
A few weeks ago, I introduced you to Edward. Weeks later, we are still being approached from analysts, customers, partners, other vendors, who all want to hear more about this exciting project. It is still very early, but seeing the first guests interact with it …
Hello! Thank you to everyone who joined us for ACE 2016. We hope you left with new connections, new ideas and new ways to make the most of your Aspect investment.
We covered a lot of content in three short days, so whether you attended the …
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