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Aspect
1:00
Aug 22, 2019

White paper: Reveal hidden ROI with customer engagement analytics

This tool can be extremely cost-effective when monitoring customer engagements across channels.

2:00

Digital disruption is changing our lives

Companies must evolve to provide information and access across a wide range of channels, says Dave Vernon, senior Solutions Consultant (Workforce Optimisation) at Aspect Software.

2:40
Oct 4, 2018

Easing automation anxieties through upskilling

Employees must be trained to work with and alongside automation technologies, so they feel empowered, rather than threatened, by their presence, says Aspect.

3:10

Regulator clarity needed for SCA directive

PSD2 SCA requirements will be implemented soon, but a lack of direction is making balancing security and the customer experience difficult, says Aspect.

2:50

Contact centres failing to retain young millennial/GenZ agents

The second annual Aspect Agent Experience Index survey shows 45% of young millennial/GenZ customer service agents are leaving their current jobs.

2:50
May 15, 2018

Top contact centre trends

Research from Aspect Software finds artificial intelligence, chatbots and automation will dominate contact centre development over the next year.

2:20

Viewpoint: Sorry! The chat is over...for now

The Facebook, Cambridge Analytica scandal has dire consequences for contact centres, says Ebrahim Dinat, COO of Ocular Technologies.

2:30

Viewpoint: Manage your workforce in the cloud

Ebrahim Dinat, COO of Ocular Technologies, explores the current state of the cloud contact centre.

2:50

Viewpoint: Messaging tools help achieve business results

Messaging is the best customer service conversation channel, says Ebrahim Dinat, COO of Ocular Technologies.

2:40

Viewpoint: When closing deals, phone trumps text

Don't throw the phone away yet, advises Ocular Technologies COO Ebrahim Dinat.

2:40

Viewpoint: Agent and bot are better together

Ebrahim Dinat, COO of Ocular Technologies, asks if agents are satisfied in an environment where virtual customer assistants are used.

4:50

Rise of AI = rise of new skills

Aspect has released the 2017 Agent Experience Survey, showing the symbiotic relationship between human and robot in a contact centre environment. [Local rep: Ocular Technologies]

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