The Real Impact of a Cloud Contact Center

  • January 18 2016
  • Resource: Loyalty Today
  • Shanky Viswanathan

Organizations are turning to cloud computing in order to achieve a host of business objectives and Aspect is no different. The cloud is not just talk for us, we’ve moved our ERP and CRM platforms and many of our internal systems to the cloud...Read More

Three Customer Complaints Your Contact Center Must Be Able to Meet

  • January 12 2016
  • Resource: Loyalty Today
  • Shanky Viswanathan

The outlook is rather bleak for companies that provide sub-par customer service:82 percent of consumers have stopped doing business with a company strictly due to bad service. And if your strategy is to rely on new customers to replace those...Read More

Four Ways to Prepare Your Contact Center for a Cloud Migration

  • January 05 2016
  • Resource: Loyalty Today
  • Claudia sanches

We typically hear about cloud computing benefits related to cost savings, flexibility and scalability. While those are certainly great reasons to migrate to the cloud, there are more benefits that are not quite as obvious and can only be attained...Read More

Moving Your Contact Centre From Multi-channel to Omni-channel

  • December 29 2015
  • Resource: Loyalty Today
  • Shanky Viswanathan

Omni-channel may sound like multi-channel with bells on, but it’s more than just a simple buzzword. Has your contact centre made the move yet?At the time the term “omni-channel” entered the customer service lexicon, most industry...Read More

Do You Text What I Text? Consumers Begging to Be “Heard” This Holiday Season

  • December 26 2015
  • Resource: Loyalty Today
  • Shanky Viswanathan

Black Friday and Cyber Monday have come and gone and several retail analysts are saying holiday sales have been a little less than stellar. While sales were up last year 4.1 percent, this year they will be closer 3.5 percent according to Dana...Read More

Are There Gaps in Your Contact Centre Self-service Strategy?

  • December 20 2015
  • Resource: Loyalty Today
  • Shanky Viswanathan

One of the great changes in consumer behaviour brought about by the digital age has been the rise of self-service solutions in almost every area of daily life. Whether they’re shopping, banking or simply getting from A to B, today’s...Read More

3 Ways to Bridge the Self-Service Divide

  • December 10 2015
  • Resource: Loyalty Today
  • Shanky Viswanathan

Smartphones have given consumers today more information at their fingertips than ever before and because of this, more power. Power to research products, to compare prices and features, and the power give or take their business to whomever earns...Read More

Social Media Customer Interactions Need to Showcase Excellent Service, Not Erode It

  • December 01 2015
  • Resource: Loyalty Today
  • Shanky Viswanathan

As social media becomes the go-to for customers to voice their concerns, businesses need to ensure it plays a greater role in their overall customer service strategy and, in some cases, even form the backbone.The whole reason customers use Twitter...Read More

Social Consumers and the Birth of eLationships

  • November 12 2015
  • Resource: Loyalty Today
  • Shanky Viswanathan

Companies talk about building relationships with customers. A lot. In the normal buying cycle, most businesses only begin the customer relationship once the initial purchase has been made and quantifiable information is available. Even for online...Read More

Agents of Change. Transforming the Workforce – and Customer – Experience.

  • November 10 2015
  • Resource: Loyalty Today
  • Shanky Viswanathan

So much has been written recently about the importance of the customer experience that we have forgotten about the importance of the agent experience – and that can be a big mistake.  Ian Jacobs, Senior Analyst at Forrester Research...Read More

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