Tim Dreyer

Consumers Are Evolving the Customer Experience. Are Brands Evolving with Them?

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...

Agents Share Their Secrets to Happiness

Happy agents, as the saying goes, make happy customers. The Tempkin Group’s Employee Engagement Benchmark Study for example, found that organizations that deliver great customer experiences have one-and-a-half times as many engaged employees as under-engaged employees. But exactly how does being an engaged agent...

Get Your Contact Center Mojo Workin’

The contact center is getting its mojo back. This might come across as an unconventional proclamation, so you may ask yourself, “what is mojo anyway and does my contact center really need it in the first place?” Let me answer the second part of...

Customers Are Willing to Pay a Lot More for a Better Customer Service Experience,...

According to Accenture’s just-released Digital Consumer Survey, sales of home-based intelligent assistants such as Amazon Echo of Google Home grew more than 50% in every one of the 21 different countries the company surveyed. And according to a new research from Adobe Digital Insights...

Proactive Prep: Five Tips to Fine Tune Your Proactive Outreach Campaign

Many of the latest contact center management tools on the market today are designed to bridge the gap between consumer preference and businesses objectives. By using tools like automation and business intelligence together, contact centers can not only reach larger, more targeted prospects that...

Equifax’s Customer Service Conundrum

My Dad, much to his dismay, was frequently the last to know anything of importance in our family. Though not always intentional, he was often left in the dark about conflicts, injuries, or broken housewares until long after they were resolved, healed or clandestinely...

How Much Can Chatbots Save Your Contact Center?

Over the past few years, contact center spending has increased significantly as savvy businesses transform their processes to meet the growing demand for high-quality customer support. But the important thing to remember is that improving customer service doesn’t happen simply by expanding your budget. Instead,...

Summer Travel Underscores Need for Airlines to Overhaul Customer Service

When it comes to customer service departments, few industries underwhelm on an annual basis quite like the airline industry. This isn’t just about leg room, and it isn’t even about being forcibly dragged off a plane. In fact, despite several recent PR missteps, the...

Ho, Ho, Hold On: Poor Customer Service Has Consumers Not Feeling the Holiday Spirit

Half of the consumers in the U.S. stopped doing business with a company this year because of bad customer service according to the Aspect Consumer Experience Index survey. One reason could be because most of them said they feel underappreciated by the companies they...

Psyched About Automated Interaction? Make Sure You Think Outside the Bot

If you’re in the chatbot game, this is kind of exciting. We are close to publishing some really interesting consumer research on customer service preferences. The Aspect Consumer Experience Index – the survey that found out earlier this year that 42 percent of consumers would...

Make Way for Messaging: The New Point of Entry for the Customer Service Experience

New consumer research from Aspect Software shows compelling data that consumers are more than ready for messaging-based brand interaction. The Aspect Consumer Experience Index found that 38 percent of consumers would rather use messaging apps like Facebook Messenger or WhatsApp to engage with customer...

Twitter Loses Its Voice-of-the-Customer Hearing

Twitter listened to their customers, like all successful companies do, and their customers gave them candid and direct feedback. They did not want Twitter messing with their streams. The company proposed pushing tweets that Twitter thinks people most want to see to the top...

Forget CES, What We Need is an Agent Electronics Show

The Tech world, as it is every January, is all a buzz over the Consumer Electronics show. Back in the day CES was truly all consumer technology: home electronics, cell phones (yes Millennials, that’s what we used to call them) gaming systems and the...

Our Customer Experience Resolutions for 2016

Most everyone makes some sort of New Year’s resolution and bloggers and brands are no exception. So far be it for Aspect to be left out of the conversation. So what do we resolve for 2016? Here are a few of our resolutions for the...

United Airlines Moves to Mobile and Agents of the World Rejoice

Last year, United Airlines found itself last among the national carriers in customer satisfaction, according to the American Customer Satisfaction Index. This year it moved up two spots. To quicken that momentum, United announced last week that it was giving an iPhone 6 to...

Intelligent Assistance: The Channel That Never Sleeps

Seems fitting, being in New York the city that never sleeps, talking about Intelligent Assistants, the channel that never sleeps. Customer interaction never felt so meta. This week Aspect attended the Intelligent Assistants Conference in New York City, put on by OPUS Research. The conference...

Can Social Be a Customer Service Disaster Recovery Solution?

Social media is no longer the newest or shiniest customer service channel but it’s safe to say it still has not reached its full potential. Part of that potential was inadvertently revealed last weekend when a Southwest Airlines computer glitch prevented some passengers from...

If Text is the New Talk, Messaging Auto Bots Just May be Your New...

App fatigue sounds like the quintessential first world problem doesn’t it? “Oh I have way too many apps to open and close on my iPhone 6s. My thumb is sore and I’m burning…like many seconds opening and closing all these things. This is unacceptable.” And...

The Number I Dialed Is No Longer In Service…and That’s Ok

Recently, the U.S. Department of Transportation released a report that ravaged domestic airline carriers for the dramatic rise in customer complaints during the first half of 2015. Apparently complaints about airlines soared more than 20 percent during the period. What irked the agency was...

Messaging Apps: Customer Service’s Next Frontier

Every day, six billion SMS messages are sent in the US, about twice the number of phone calls made and roughly 25 times the number of pieces of first class mail processed and delivered by the U.S. Postal Service daily. Messaging apps is a...

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