Technology is becoming ever more prevalent in our daily shopping experiences, from in-store computer screens, to chatbots in the online channel. Despite the convenience of these methods however, there remains a strong desire amongst consumers to retain a distinct human element in the customer experience.
This …
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 …
The G2 Crowd results are in: Aspect has the highest customer satisfaction rating of all leading WFM solutions.
The growth and popularity of crowd-sourced customer review and recommendations sites such as Yelp and TripAdvisor are where consumers go for authentic, unbiased, user-driven information about products and …
Yesterday I got an email from my Flexible Spending Account (FSA) provider. An FSA is a special account you put pre-tax money in that allows you to pay for certain out-of-pocket health care costs. There are specific rules for how the money can be spent …
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 …
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 …
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 …
Millennials were born between 1976 and 2001. They are very different from their doting baby boomer parents. Millennials are tech savvy, skilled at multitasking, great at working in teams, and eager to please. They are also accustomed to being pampered both at home and at …
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 …
While contact center agents might be ready to jump head first into the gig economy, contact center management is a bit more reluctant, and for good reason. Having on-demand customer service agents isn’t as simple as engaging drivers for Uber. Before making the transition to …
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