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12 May Aspect ACE 2017 - Faster Forward

By: Chad Wright

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 best serve our customers and work with a wide range of vendors in the contact center industry. I had a great time at the event and enjoyed speaking to a lot of professionals that are on the front lines of customer service everyday.

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14 Oct Increase Customer Engagement With Automated Reminders

By: Jason Domsky

The past several years have brought many developments in client contact automation. One that stands out is the appointment reminder. I get a phone call, email, and/or text that is reminding me of my upcoming appointment. This is great, since I have often scheduled these weeks or months in advance. Sometimes I’m given the simple step to take (a link to click or a number to call) if I need to cancel or reschedule.

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17 Sep Why You (and Your Agents) Need Natural Language IVR

By: Jason Domsky

Traditional interactive voice response (IVR) systems have many flaws. First, callers are restricted to selecting from the choices the system gives them, which are necessarily limited. In order to interact with a traditional IVR system, customers must work through a series of menus, which many of them find frustrating.

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13 Sep Customer Service Secret Sauce: Guiding Customers

By: Chad Wright

I recently read an incredible blog post by Lauren McDonald at HeyWire. (And I would recommend that you take a few minutes and read her comments on comparing support channels to the Olympics and awarding the text channel the "gold medal." I'll wait.)

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25 Aug If You're Using Traditional IVR, You're Driving Your Customers Crazy

By: Jeff Buzhardt

Think about the last time you had to make a call to customer service. “Please listen carefully, as our options have recently changed,” the voice tells you. You make your initial selection, thinking you’ll be taken where you need to go - but wait, you pick another option. Then another. And another.

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