eBook: Improving interactions between consumers and agents with workforce management
Customers want more when interacting with businesses, and they expect great service from start to finish throughout the customer journey.
Telephone becomes a last resort
Traditional communications channels are becoming less popular for consumers, says Colin Whelan, principle WFO solutions consultant at Aspect Software.
Digital transformation projects will dominate in 2019
Technologies like AI, IOT and big data analytics will continue to disrupt the customer experience in 2019, says Stephen Ball, senior VP Europe & Africa at Aspect Software.
White paper: Aspect Via addresses individual concerns
Perspectives on bringing Aspect technology to the cloud.