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The Shifting Sands of Customer Service
For decades companies big and small have been trying to figure out how to provide customers with better service. One theory is that the better service your company provides, the happier your customers...
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Celebrating Customer Experience Day
At Aspect we live, eat, and breathe customer experience by designing, architecting, implementing and deploying technology that enables contact centers to deliver remarkable experiences. We are usually...
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How do you lose a customer before you even have a chance to do business with...
How do you lose a customer before you even have a chance to do business with them? For my brother, it’s putting him on hold three times when he’s trying to book a taxi to the airport for a 7 AM flight....
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Are You Following These 7 Social Customer Care Best Practices?
We’re well past any notion of social media as an “emerging” tool for business. As Aberdeen recently reported in its study of social customer care, social channels are here to stay. Social care is the...
View ArticleHow WebRTC Will Mean a Paradigm Shift in Real Time Communications on Mobile
In the age of devices that seem to do almost everything, cell phones have become more than just telephones-to-go. Our smartphones are increasingly used for “traditional” internet services such as...
View ArticleHealth Insurance Turns Social
Anyone who knows me will tell you that I love social media. I stay up-to-date with it 24/7. But new uses for social continue to surprise and impress us across every industry. In one trend, health...
View ArticleYour Customers Are Connected – Are You?
Emerging channels are impacting the customer experience at an increasing pace. How we understand, track and respond to the growing range of contact channels demanded by the “now” generation – and...
View ArticleIs Your Contact Center Catering to Millennials?
The millennials are coming. By 2015, millennials—76 million strong—will have a combined purchasing power of $2.45 trillion worldwide, according to a recent study conducted by the Center for Marketing...
View ArticleCustomer Care in 2020
I recently presented at the CCA’s annual Convention in Glasgow, Scotland, and one of the key themes was “The Digital Game,” with sessions examining how organizations are responding to demand for...
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Why 2016 will be the year of data-based customer care
With 2016 now upon us, many contact centres will be readying themselves for another busy year ahead. One of the key trends for the coming 12 months will be improving the quality of their services in...
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“I actually prefer to work for a man”
Recently I was lucky to be on the planning committee for Aspect’s very first Women In Technology (WIT) event. This cause is something I have been extremely passionate about my entire career. I’ve read...
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How WebRTC Can Improve Landing Page Conversions
If you’ve ever clicked on a Google or Bing ad (admit it, most of us have…) you may have noticed that the “landing page” for the ad is very different from the home page of the company’s main site....
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Throw Out That Throwback Customer Service Experience: How to Bring Customer...
‘What’s old is new again.’ A classic observation on a vintage style that suddenly looks fresh, hip and relevant again. But in enterprise technology, all that glimmers is not retro gold. In customer...
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What Can ‘Pokémon Go’ Teach Contact Center Leaders About Customer Expectations?
There is no question that Pokémon Go, is a global phenomenon. With over 100 million downloads in the first month, more daily users than Twitter and higher user engagement than Facebook, you’d be hard...
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On the Customer Journey, the Path of Least Resistance Prevails
In 2010, Harvard Business Review published research suggesting that lowering the amount of effort it takes for customers to get issues resolved has a direct impact on customer loyalty. Furthermore, the...
View ArticleThe Contact Center of the Future: Everything Old is New Again
I entered the contact center market five years ago, working on self-service interaction and the potential for personalized, customized experiences made possible by smartphones. At the time, the...
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How On-Demand Businesses Can Provide On-Demand Help with Self-Service and...
Businesses with on-demand apps have disrupted their respective industries while providing consumers with a fresh new way to buy, sell, travel and everything in between. If you’ve ever booked a ride,...
View ArticleOmni-channel customer service: it’s just the beginning
There’s a school of thought that says if we manage to give a customer a great experience through one customer service channel, then that’s good enough. The customer, the thinking goes, is happy, and...
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What March Madness Can Teach Us About Customer Service
Unless you spent the last 4 days holed up in a remote Alaskan cabin free of Wi-Fi or anything connecting you to civilization, you may have noticed that a little sporting event called March Madness has...
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Four Reasons You Should Be at ACE 2017
In a world driven by customer experience, innovative solutions to reshape and rethink the contact center have become essential tools for every organization’s long-term success. To stay ahead of the...
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