7 Dec The One Key to Unlocking the Customer Service Mobile Gateway

By: Jason Domsky

Customers still call customer service for inquires, this has not changed. They want to use other channels to communicate, but as soon as they encounter any form resistance, they call. They then transfer to agents at an alarmingly high rate. What is the “key” to unlocking Digital Deflection? It is their mobile phone number.

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20 Nov 5 Reasons To Use a Chatbot in my Contact Center

By: Jeff Buzhardt

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 pleasurable experience every time you have called customer service. So what can be done to improve the perceived dreadful experience of contacting customer service?

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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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10 Apr Capital One's SMS Notification Evolves Into Customer Interaction

By: Chad Wright

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 changer” in support of your customers. The Capital One story provides some interesting tidbits on the benefits of a proactive notification strategy and its link to the development of a first generation chatbot.

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2 Feb Top 3 Customer Service Trends for 2017

By: Chad Wright

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 out on 2018 altogether. Bad humor aside, I thought I would list 3 customer service experiences that need to end in 2017. I could do 5, 10, or probably 20 but here is the top 3:

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