Following Which?’s recent naming and shaming of energy companies who keep their customers waiting too long on the phone, Aspect Software has called for better self-service platforms to improve the customer experience. A third of energy companies left Which? waiting for over 20 minutes, but calls to new sales were answered in much less time. […]
Payments may represent the final interaction point between retailer and consumer for a given transaction, but businesses need to think of it as the start of the customer’s next purchase journey. When money exchanges hands in-store or card payments are completed offline or online, it represents the first opportunity to ensure a customer wants to […]
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