Channel Shift: Customers like it only on their Terms!
Channel shift: customers like it, but only on their own terms! Stephen Ball, Senior VP Europe & Africa at Aspect…
Stephen Ball
Consumers Increasingly Comfortable With Human-Mimicking Robots
Consumers becoming increasingly comfortable with human-mimicking robots in customer service, says new Aspect Software research but findings also indicate strong…
Digital Transformation Projects Disrupt Customer Experience
Digital transformation projects will continue to disrupt the customer experience in 2019 says Stephen Ball, Senior VP Europe & Africa…
Consumers Want Blend of Tech & Human in Contact Centres
50% of consumers want blend of technology and human input in retail experience, says Aspect Software research Shoppers see the…
94% of Organisations Recognise Importance of Cloud
94% of organisations recognise the importance of cloud in improving customer experience, says Aspect Software research Report underlines how cloud’s…
NLP & Pursuit of Customer Self-Service Excellence
Natural language processing and the pursuit of excellent customer self-service – Stephen Ball, Senior VP Europe & Africa at Aspect.…
Can Successful Automated Customer Self-Service Be Achieved?
Successful automated customer self-service can only be achieved through mastery of natural language processing, says Aspect Software Self-service is in…
Are digital communication channels calling for the end of the phone?
Are digital communication channels calling for the end of the phone? Stephen Ball SVP & GM Europe & Africa at…
Top Contact Centre Trends Over Next 12 Months
Artificial intelligence, chatbots and automation are the trends that will experience the greatest growth in customer experience over the next…
Alternatives To Phone Essential for Customer Engagement
Alternatives to phone are essential for successful customer engagement, says research from Aspect Software AI, chatbots and social media will…
Chatbots will Cut Energy Supplier Call Waiting Times
Let customers handle common queries on their own terms with self-service platforms to boost customer experience Following Which?’s recent naming…
AI will dominate banking says Aspect Software
AI will dominate banking and less interaction will create a more human experience, says Aspect Software Advances in Artificial Intelligence…
Trust In The Cloud On The Rise in Contact Centres
Trust in the cloud on the rise in the contact centre enviroment according to Stephen Ball By now, any IT…
Robust Self-Service Platform Essential in Modern Contact Centre
Robust self-service platform now essential in the modern customer engagement centre, says Aspect Let customers handle common queries on their…
Key Tools To Help Improve The Customer Journey
3 key tools to help improve the customer journey – Stephen Ball Senior Vice President (SVP) of Europe & Africa.…
Microsoft Stake in Artificial Intelligence Leads The Way
Microsoft’s stake in artificial intelligence leads the way for serious business use – Artificial Intelligence assistant acquisition moves us one…
Give Your Agents The best Data – They’ll Thank You For It
Give your agents the best data – they’ll thank you for it! What makes a good contact centre? Is it…
5 Common CX Mistakes in the Contact Centre
5 common CX mistakes in the contact centre, and how to fix them – Stephen Ball, Senior Vice President of…
Aspect Software appoints Stephen Ball to Europe & Africa SVP
Aspect Software appoints Stephen Ball to Europe & Africa SVP – Former Hitachi Data Systems regional chief joins senior management…