Jul 15 2017 The Veterans Administration Is Struggling With Customer Service Fundamentals
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 […]
Read MoreJul 11 2017 5 Benefits of Using Interactive Text Response
We’ve talked about customer engagement on this blog before – both how to screw it up, as well as how to get it right. Today, however, I want to take a more pragmatic and tactical approach to leveraging a technology to produce those high-value customer experiences that will help you retain customers, increase revenue and […]
Read MoreJun 02 2017 Facebook Messenger For Customer Service: Should You Buy Into The Hype?
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 […]
Read MoreMay 25 2017 ACE 2016: Customer Service Texting Is Getting Real
I spent last week in Las Vegas at Aspect’s annual ACE conference. Of course, today I’ll only be discussing the conference here. Because, as we all know, everything else “stays in Vegas.” But I will say I got enough time to place third in a poker tournament. I digress. Customer service via messaging applications was […]
Read MoreMay 23 2017 3 Takeaways From Aspect Software’s ACE 2016 In Las Vegas
Recently, I had the distinct honor of representing MicroAutomation at Aspect Software’s ACE 2016 Conference in Las Vegas. ACE – which stands for “Aspect Customer Experience” – brings together industry visionaries, product experts and people who live and breathe customer care for three days of collaboration, discovery and networking. Aspect is a key MicroAutomation partner, […]
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