Blog

May 24 2018 Have You Questioned Your Premise Or Cloud Provider’s Support Services?

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I work with a lot of companies to assess their current contact center operations and offer guidance on improving service through technology and process adoption. My methodology centers on the premise of reducing customer effort. One of the most overlooked areas with deployed technology solutions is the support services provided by either the reseller or […]

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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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Apr 10 2018 CAPITAL ONE’S SMS NOTIFICATION EVOLVES INTO CUSTOMER INTERACTION

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As a customer of Capital One, I signed up to receive SMS notifications when a recent charge hits an account to prevent both fraud and to track online purchases of my four children. The buzz word of the day is “bots” and the need to use natural language and artificial intelligence as the next “game […]

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Mar 13 2018 New Design Methodologies Drive An IVR Revival

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The buzz in the customer care industry always tilts in the direction of the shiny new object. Customer engagement on social media, chatbot assistants powered by artificial intelligence, and continued migration to the cloud continue to receive the most press coverage. It appears that a forgotten and perhaps neglected service channel, Interactive Voice Response (IVR), is once […]

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Feb 02 2018 Top 3 Customer Service Trends For 2017

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I just did a quick Google search and realized that I could read or watch about 10 million blogs, whitepapers, and webinars on the infamous “top 5” or “top 10” trends related to customer service. I estimate that it will actually take until 2019 to get through all the material so perhaps I will miss […]

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