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Younger shoppers expect improved customer service during promotional periods

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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 …

Aspect Customer recognised at the European Contact Centre and Customer Service Awards 2018  

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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

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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

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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 …

PSD2: Lack of clarity from regulators hindering Strong Customer Authentication

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PSD2: Lack of clarity from regulators hindering Strong Customer Authentication

As the second Payment Services Directive continues its roll out, regulations making it obligatory for organisations to implement strong customer authentication (SCA) in online payments will come into force on September 19th this year.

Despite being …