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The Dallas Cowboys Are Sticking to the Basics—So Should Your Contact Center
Now that we are well past the halfway mark of the NFL season it is easy to predict what teams have the right stuff and which ones don’t. The usual suspects are more than likely going to head to the...
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Contact Center Leaders: What Customers Expect This Holiday Season
The value of providing a consistent, superior contact center experience is an essential part of any company’s strategy for success. While this holds true throughout the year, the spotlight shines...
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Using Voice Biometrics to Secure your IVR and Shorten the Call
When we think about biometrics, our minds could quickly drift to the elaborate authentication sequences of sci-fi/heist flicks, with vaults of gold guarded by impenetrable layers of iris, fingerprints...
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4 Trends for an Exceptional Customer Experience in 2017
2016 has been unforgettable and a banner year for some. It was the year Leonardo DiCaprio won an Oscar after six nominations. The year that astronaut Scott Kelly and Russian cosmonaut Mikhail Kornienko...
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Ho, Ho, Hold On: Poor Customer Service Has Consumers Not Feeling the Holiday...
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...
View ArticleCustomer Service Heaven Is Just a Virtual Personal Assistant Away
Customer needs and desires do not always overlap with business objectives: for example, cutting costs as a corporate goal does not benefit the consumer directly. As for customer service in the past,...
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The Business Case for Chatbots
Chatbots are the hype of 2016 – and there is no sign of it subsiding as we enter 2017. Unfortunately, many bot implementations don’t live up to the inflated expectations. However, chatbots have real...
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Consumers Really Want a Great Chatbot Experience. Brands Just Need to Give it...
According to the recently released 2016 Aspect Consumer Experience Index research, 71 percent of consumers want the ability to solve most customer service issues on their own which is up 7 points from...
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What should contact centre managers focus on at the start of the new year?
So you’ve just come back from what may have been a few days or a week off over the holiday period. You’re refreshed and ready to start the new business year. So what is it you need to be thinking...
View ArticleHow patient do we need to be with Machine Learning?
Artificial Intelligence is a multi-faceted term. According to Wikipedia: “Colloquially, the term ‘artificial intelligence’ is applied when a machine mimics ‘cognitive’ functions that humans associate...
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Data Doesn’t Lie – But it Doesn’t Tell the Whole Truth
The recent Scientific American article “How a Machine Learns Prejudice” provides an excellent wake-up call for the technology world in which the buzzwords “Big Data” and “Machine Learning” are flying...
View ArticleNatural Language Understanding: The Key to Conversational Chatbot Experiences
The post Natural Language Understanding: The Key to Conversational Chatbot Experiences appeared first on Aspect Blogs.
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The Now Consumer: Know Me
Consumer expectations are constantly changing. These expectations are built on new technological advancements, new products and services, access to educational resources and more. But there is one...
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5 key financial service customer trends for 2017 you need to be aware of
The banking world is changing fast. With the era of open banking upon us and a growing number of ‘challenger banks’ and fintech providers emerging to shake up the established order, traditional...
View ArticleDo Chatbots Dream of Electric Sheep?
When Philip K Dick wrote “Do Androids Dream of Electric Sheep?” in 1968, he imagined a future where artificial beings are almost indistinguishable from humans. They look, sound and act alike — and...
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10 Steps to Chatbot Creation
by Lisa Michaud, NLP Architect, Tobias Goebel, Director of Emerging Technologies, & Bill Gay, Director, Self Service, Agent & Desktop Experience This is the first of a three-part series on the...
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10 Steps to Chatbot Creation – Part II
by Lisa Michaud, NLP Architect, Tobias Goebel, Director of Emerging Technologies, & Bill Gay, Director, Self Service, Agent & Desktop Experience This is the second of a three-part series on the...
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Is bad customer service costing your business?
We all know that bad customer service is a recipe for disaster. And that it can cause customers to go elsewhere. It really highlights how important it is for contact centres to make sure they’re...
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Webcast – Modern IVR: Build a Solid Foundation for the Customer Journey
We’ve all either experienced first-hand or have heard a story about a frustrating IVR experience. Now more than ever customers expect to connect on the communication channel they prefer, when it’s...
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10 Steps to Chatbot Creation – Part III
by Lisa Michaud, NLP Architect, Tobias Goebel, Director of Emerging Technologies, & Bill Gay, Director, Self Service, Agent & Desktop Experience This is the third post in a three-part series on...
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