Dec 07 2018 THE ONE KEY TO UNLOCKING THE CUSTOMER SERVICE MOBILE GATEWAY

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Customers still call customer service for inquires, this has not changed. They want to use other channels to communicate, but as soon as they encounter any form resistance, they call. They then transfer to agents at an alarmingly high rate. What is the “key” to unlocking Digital Deflection? It is their mobile phone number. Why […]

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Nov 20 2018 5 REASONS TO USE A CHATBOT IN MY CONTACT CENTER

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Anyone who has ever tried to contact a company through a call center knows that the process can be discouraging and repetitive. This is not the case with trying to contact every company on the face of the earth, but you would be lying if you tried to tell me that you have had a […]

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May 12 2018 ASPECT ACE 2017 – FASTER FORWARD

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After attending the Aspect ACE event and speaking to hundreds of the attendees, I thought I would share my perspective on the event. In full disclosure, MicroAutomation has a product – OmniEngage – that Aspect cloud and premise customers using Aspect CXP leverage to power customer engagement across any channel. That said, we maintain a vendor agnostic approach to […]

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