Remember the old days when a day or two before your scheduled doctor’s appointment you’d receive a phone call from a person confirming your appointment? The reminder calls still happen, but more frequently than not, the calls are automated. It’s no secret that I don’t …
Merry Christmas and a Happy New Year!
As we close out another successful year, we wanted to reflect on some of our achievements and our customers’ achievements throughout 2018 – a year that saw exciting new updates and implementations.
This year, we’ve brought a number of new customers onboard and worked on some …
Chatbots dominating customer experience on websites
Chatbots have become a key element of customer services operations, and with more organisations looking at how they can deploy AI and automation within their contact centres, it’s a trend that is only set to continue growing.
Earlier this year we polled a range of contact …
Younger shoppers expect improved customer service during promotional periods
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 …
The 2018 Aspect Consumer Experience Index: Survey Says, the Evolution of Customer Service Continues
Every year, the customer service industry talks about the changing consumer landscape and how and how companies need to address their customers’ preferences RIGHT NOW or risk massive churn the likes of which contact centers around the world have never seen. Like all prognostications however, …
The New Rules for Customer Service
Consumers are hard to pin down. Just when you think you have them figured out, they’ve moved on to something else. As Ferris Bueller said,
“Life moves pretty fast. If you don’t stop and look around once in a while, you could miss it.”
The same holds …
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 …
Shoppers see the benefits of self-service, but human interaction remains essential
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 …
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 …
According to Customers, Aspect Workforce Management Leads the Pack
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 …