Blog

Feb 13 2019 CUSTOMER FOCUSED MEASURES TO KEEP IN MIND

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You’ve taken the first step and moved a self-service/digital deflection customer service model for your contact center. You put together a sophisticated set of checks and caller-driven options to respect your customer’s time. How do you know they are working? Are they yielding the results you desire and/or expect? The only way to know is to […]

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Jan 19 2019 THE ROLE OF THE PHONE CHANNEL FOR HEALTHCARE CONTACT CENTERS IN A MULTI-CHANNEL WORLD

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I was recently working with a Healthcare Insurance operations executive servicing Medicare. She had some interesting perspectives on providing customer service through their web portal as opposed to their phone-based call center. The thought was that the portal was a more logical and cost-efficient pathway for self-service. The phone channel comes with costs to support […]

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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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Jul 24 2018 IVR CAPABILITIES THROUGH THE YEARS: HOW DOES YOUR SYSTEM STACK UP?

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Interactive Voice Response (IVR) systems have existed for several decades. Over time, this technology has evolved. The most advanced systems are at the vanguard of incorporating Artificial Intelligence into our everyday life. Despite the advancements in voice solutions, many companies have not updated their IVRs. Customer Service expectations are increasing. IVR modernization is a cost-effective way […]

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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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