Shanky Viswanathan

A recent Aspect study found that 70% of consumers don’t want to talk to a customer service agent if they don’t have to – they’d rather have the ability to solve product and service issues on their own. They are also...Read More

n any conversation or article as it relates to the new dynamic between customer and company, the conversation invariably addresses the fact that customers are the drivers in what was formerly a relationship where the company dictated how, when and...Read More

Recently, Frost & Sullivan invited Aspect thought leaders and other customer engagement industry professionals to get together to discuss how mobile and social are changing consumer engagement and the future of customer service. As you can...Read More

In a recent blog, we talked about productivity in the back office being vital to good customer engagement in the front office. For many enterprises, especially those in service-based industries like banking, mortgage origination and insurance, the...Read More

True breakthroughs are rare in any industry. So is true innovation. But what does innovation even mean?Wikipedia, our crowd-sourced and most accessible pool of human knowledge, says: “Innovation is a new idea, more effective device...Read More

Recently, the U.S. Department of Transportation released a report that ravaged domestic airline carriers for the dramatic rise in customer complaints during the first half of 2015. Apparently complaints about airlines soared more than 20 percent...Read More

You might have one or two last minute getaways planned but for the most part summer travel is winding down. I’d like you to think back on your recent travel experiences. Were you able to get the assistance you needed on the communication...Read More

A study conducted by International Data Corporation found that 79% of smartphone users have their phone with them for all but two hours of their waking day. And a full quarter of respondents couldn’t recall a time when their phone wasn&rsquo...Read More

Advances in information technology software and telephony systems have led to a transformation in how hospital systems deliver patient care and increase patient satisfaction. Similar to many other industries, changes in healthcare can trigger fear...Read More

Left-handed people make up 10-12% of the population and yet historically, the world around them has been designed for the other 90% – the right handers. Which is great…if you’re right handed. If you aren’t, you no doubt...Read More