Maßgebliche Funktionalitäten für das Customer Engagement

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In einer Welt, in der es zunehmend schwierig ist, sich ausschließlich über den Preis oder die Produktausstattung vom Wettbewerb abzuheben, gewinnt der Kundenservice immer mehr an Bedeutung. Dabei hat sich die Erwartungshaltung und das Nutzerverhalten der Verbraucher durch Technologie-Treiber wie Überall-Netzwerke, smarte Endgeräte, interaktive Webanwendungen …

Taking the Workforce Management Cloud Market by Storm

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Workforce management is the most fundamental and commonly used of the workforce optimization software components.  Historically it’s been an on-premises application, but the past few years have seen some lower functionality WFM solutions delivered from the public cloud.  Aspect is about to turn the workforce …

No Such Thing as TMI: Customers Willing to Get Personal to Get a Better Experience

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If you are unwilling or unable to meet the new consumer-set engagement standards of today’s customer, get ready for rumble. The 2016 Aspect Consumer Experience Index showed us that half of U.S. consumers moved from at least one company in the past year because of …

Customer Engagement Centers Rally the Enterprise Around Customer Service

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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 …