Christine O'Brien
Chris O'Brien, Marketing Communications Writer, develops and designs content for a wide range of Aspect communications and social media applications. She continually monitors consumer trends to ensure that marketing messaging aligns with industry best practices and meets customer expectations.
We live in a culture of smart phones, messaging apps, texting, email and links to “Chat With A Representative Now!” Self-checkout lanes at the...
Forget vampires, werewolves and all the other seasonal spooks. If you’re looking for an extra-scary Halloween costume this year, we recommend dressing up as...
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...
According to research conducted by Aberdeen Group, contact centers’ adoption of social media as a customer care channel has grown more than four-fold since...
Halloween is the perfect time to talk about “horror stories” in customer service. We’ve all had the occasional run-in with a particularly unhelpful agent,...
Obviously, when we talk about efficiency in the workforce, we’re not striving for the kind of over-scheduling that will leave even the best and...
Is your business in the market for a new contact center solution? If so, you’re not alone. According to new findings from a recent...
With greater demands on budget and higher expectations for results, more business leaders are taking a close look at the potential of cloud and...
Companies pledge many things to their consumers. From low prices guarantees to lenient return policies, these promises raise the bar for customers’ expectations. When...
Providing excellent customer service is an ever-moving target for contact centers, year after year. With new channels such as social and mobile altering the...
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,...
A recent Wall Street Journal article claimed that smart phones aren't making us any more productive as a society, at least according to metrics...
Teleworking isn't just a great incentive for employees anymore; it's an attractive option for many companies as well. While remote employees enjoy greater flexibility...
Calgary-based airline WestJet lit up the social networks last weekend with its inspirational viral video, showing passengers who lined up to tell "Santa" what...
One of the biggest detractors from contact center productivity is agent underperformance. Those who lack the necessary skills and experience to deliver consistent service...
Will today's Cyber Monday shoppers be clicking on your storefront this year? If so, be aware that online shoppers' expectations in all parts of...
Building a successful multi-channel contact center often isn't as simple as opening new lines of communication. Best-in-class businesses, those performing at the top of...
While there are plenty of universal standards for delivering great service through traditional customer service channels, there seems to be a lot of variance...
When an unhappy customer posts a complaint or raises an issue on Twitter, Facebook or any other social media channel, what kind of response...
Is there anything better than giving yourself a good scare on Halloween? I know we're a day early, but go ahead and rip open...