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 …
Yesterday at a media event in Charleston, South Carolina, the CEO of T-Mobile, John Legere, revealed their next big move. My initial thought was what could possibly be a bigger move than offering free Netflix? Turns out, a full revamp of their customer service as …
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. …
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 …
We made it to Friday and there has been a lot happening in the customer service world these past few weeks. Below are our four customer service stories you shouldn’t miss. From customer service blunders to successes we are covering it all below, happy reading!
Is …
There is a trend in the IT industry that I find disturbing: more often than not companies are recruiting for project managers only those that are PMP certified, while ignoring the actual traits and experiences that demonstrate successful project management skills and abilities. I find …
The millennial generation has become the single largest age group in the U.S. workforce and is projected to spend $1.4 trillion annually by 2020. As the first generation of digital natives to enter the workforce, they have also changed how businesses interact with customers, which …
Most businesses – at least those that are serious about being competitive – have made the customer experience a key priority. Many are taking the concept of unified communications to the next level, integrating it into the customer engagement workflow to create a unified customer …
As consumers acclimate to chatbots as their own personal assistants at home, customer service agents have warmed to the idea of chatbots in the contact center. First, agents welcome customer support chatbots to assist with workforce tasks and communicating with management. In addition, agents see …
When it comes to customer engagement, there’s no better resource than your brand advocates. Naturally, your products or services have to meet standards of excellence – including your contact center operations – but with so many buying options, advocacy carries more weight than ever.
Many companies …
Aspect Blogs | Aspect.com
