Blog

Aug 23 2017 Save Your Customers Time, Use Their Phone Number

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I have a question: Why don’t more companies recognize me when I call? Identification is the first key to a successful interaction. Yet, I keep getting asked the same thing every time I call in: “Can I get your account number?” I rarely remember my account number, so this process is inevitably painful and time-consuming. […]

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Aug 13 2017 Transaction Monitoring Improves Customer Satisfaction

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Today’s consumers are well-informed, connected and know what they expect from their interactions with businesses. Not only that, their interactions are electronic, and their loyalty to a brand or business is difficult to hold. Their expectation of instant satisfaction leaves little room for poor performing systems and applications. That means more than ever, transactional success […]

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Jul 15 2017 The Veterans Administration Is Struggling With Customer Service Fundamentals

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The Veterans Administration (VA) has come under much scrutiny over the past few months for poor customer service and long wait times for healthcare. At one point, the current Secretary of the Veterans Administration Robert McDonald compared the long wait times for veterans to the lines at a Disney amusement park: “What really counts is, how […]

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Jun 02 2017 Facebook Messenger For Customer Service: Should You Buy Into The Hype?

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Like a few of my other colleagues, I had the opportunity to attend the recent Aspect ACE conference in Las Vegas. The primary focus of the event revolved around discussion on Facebook and Interactive Text Response, and Aspect would not sit on an island promoting the upside of jumping on the Facebook wagon. The Harvard Business […]

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May 31 2017 Manufacturers Developing Applications: Brilliant Or Foolhardy?

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Should you trust manufacturers with application development? I bring up this question since several of my customers have reached out to me recently to discuss how they can move away from the manufacturer for development and support of their applications. When they were all making their selection for a technology refresh, they went through the standard process […]

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