News

With Customer Experience, Time Is Money

With Customer Experience, Time Is Money

Brands and marketing teams are so focused on messaging and creating a unique experience that they often forget the core foundation of any successful business transaction: solving a problem. It’s easy to lose sight of this given all the ways we can engage with our customers, especially all the digital ways …
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The Four Secrets Of Achieving Customer Satisfaction

The Four Secrets Of Achieving Customer Satisfaction

Service breakdowns and other problems experienced by customers are crucial emotional moments in a business relationship. Therefore, solving these problems will have an outsized impact on your business success. That’s why you need an effective problem resolution process …
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Self-Service Capabilities and Jeff Bezos’ Customer Obsession

Self-Service Capabilities and Jeff Bezos’ Customer Obsession

Four and a half minutes. To most people that doesn’t seem like a very long wait. Put yourself in the position of a frustrated customer for a moment. Imagine paying for a product or service, but then one day you hit an unknown snag. You can’t figure out what’s wrong so you call a 1-800 number listed online …
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No. Robots Will Not Replace Humans.

No. Robots Will Not Replace Humans.

RPA takes hold of the dreary tasks that bog us down and automatically executes them without the help of a human interaction. The technology connects to databases and customer communication platforms to serve consumers faster and more efficiently than live agents can. Tasks with multiple steps like retrieving an invoice …
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Three Benefits to Contact Center Automation

Three Benefits to Contact Center Automation

Interacting with customer service is a generally aggravating, if sometimes unavoidable, experience. Customers rarely look forward to calling customer service. Handling upset callers faced with frustrating issues has always been a difficult proposition for enterprises. In January Aspect put numbers to our common sense …
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News

Self-Service Capabilities and Jeff Bezos’ Customer Obsession

Self-Service Capabilities and Jeff Bezos’ Customer Obsession

Four and a half minutes. To most people that doesn’t seem like a very long wait. Put yourself in the position of a frustrated customer for a moment. Imagine paying for a product or service, but then one day you hit an unknown snag. You can’t figure out what’s wrong so you call a 1-800 number listed online …
Read More ➜