Aspects 2018 agent experience survey investigates from a variety of different perspectives age, gender, size of customer support center, levels of engagement the differing and similar attitudes, preferences and behaviors customer service agents have regarding their engagement, satisfaction, the impact of ai in the contact center, contact management software, working in the gig economy and. I, joseph gagnon, in consideration of and subject to the performance by aspect software, inc. Glitchy facebook bots show tech in early stages usa today. Joe gagnon boulder, colorado professional profile linkedin. Joe gagnon, chief customer strategy officer aspect blogs. Before joining sparkcentral, gagnon served in the csuite at aspect software. Linkedin is the worlds largest business network, helping professionals like joe gagnon. Since its introduction earlier this year, many of the worlds top global brands have validated our vision of a reimagined consumer experience that addresses the demand for better, more connected, and more intelligent selfservice brand interactions, says joe gagnon, aspect senior vice president and global general manager, cloud solutions. Apr 22, 2015 new data from aspect software shows that millennials are now. Joe gagnon is former chief executive officer at sparkcentral.
At sparkcentral, we have fabulous customers, software that is getting better every sprint and a market that is growing. New customer service survey from aspect software shows harmony, opportunity when chatbots and agents work together the aspect agent experience survey shows agents handle easymoderately easy. Gagnons 30 years of business strategy and cloud technology experience will help aspect expand the companys cloud contact center capabilities by building on the success of the voxeo and qivox acquisitions, the recent launch of aspect saas contact center solution. Poor customer service pushes consumers away good customer service is more important than ever. Aspect software announces new zipwire enhancements. He is an inventor and thoughtleader with nine core contact center technology patents issued during his.
May 07, 2014 aspect software, a leading provider of fullyintegrated customer interaction management, workforce optimization, backoffice and awardwinning cloud solutions, today announced the appointment of. He is an inventor and thoughtleader with nine core contact center technology patents issued during his tenure at the company. Aug 01, 2017 joe gagnon is chief customer officer and gm of aspect softwares cloud solutions. Aspect software, a leading provider of fullyintegrated customer interaction management, workforce optimization, backoffice and awardwinning cloud solutions, today announced the appointment of.
For over 20 years he has studied the evolving relationship between companies and consumers and how content and. Aspect unveils cloudbased contact center, unified ip and. Customer experience is the main reason people close or open their account. View joe gagnons profile on linkedin, the worlds largest professional community. Aspect software have announced the appointment of joe gagnon to senior vice president and general manager cloud solutions. Aspect software chief customer officer joe gagnon commented on this. Joe gagnon, welcome to the era of the digital employee by aspect software on vimeo, the home for high quality videos and the. Joe gagnon is chief customer strategy officer at aspect. Jun 16, 2017 aspect software chatbot, agent sync achieves customer satisfaction. Joe gagnon, chief customer strategy officer, author at aspect. Aspect softwares agent experience index finds that customer service. A series of events a new management team, the purchase of voxeo, and the southwest airlines win in 20 have put aspect back in the game.
On closer examination and through benefit of a discussion with aspects svp and gm for cloud solutions joe gagnon the title also demonstrates the morphing of the term cloud to include what has long been known as managed services. Aspect software announces new zipwire enhancements including omnichannel reporting, integration with zendesk, oracle rightnow. Gagnon is a contact center and enterprise saas software veteran and is excited to lead the company through its next phase of growth. Joe gagnon is chief customer officer and gm of aspect software s cloud solutions. A 20 survey conducted by icmi revealed that 30% of contact centers were considering an investment in cloud technology this year. He said, one can easily copy technology of other banks, but one cannot copy customer relationship that the bank has with its customer over a period of time and the way it happens.
Theres a good worklife balance at aspect, and a mature approach from management in terms of working independently no micromanagement. Joe gagnon disrupting conventional thinking on consumer engagement one city at a time. Aspect software announces acquisition of the technology assets of. Digital technologies are transforming customer service in. Aspect software, a leading provider of fullyintegrated customer interaction management, workforce optimization, backoffice and awardwinning cloud. Aspect software appoints joe gagnon to senior vice. The traditional contact center market, like the rest of the software industry, is going through massive transformation, moving from traditional it models to opex economic structures supported by contemporary cloud architectures, said joe gagnon, aspect senior vice president and general manager, cloud solutions, in a statement. Gagnon, svp and chief customer strategy officer, aspect software. Speaking at aspects recent industry analyst meeting, joe gagnon, svp and gm cloud solutions, put a slightly different spin on the term. Gagnon s 30 years of business strategy and cloud technology experience will help aspect expand the companys cloud contact center capabilities by building on the success of the voxeo and qivox acquisitions, the recent launch of aspect saas contact center. Aug 12, 2014 a 20 survey conducted by icmi revealed that 30% of contact centers were considering an investment in cloud technology this year.
In his new role, joe will help aspect further accelerate. Aspect software chatbot, agent sync achieves customer satisfaction. He was tevens presidentcoo van penn foster, president van edialog, en ceo van exit41. May 07, 2014 aspect software appoints joe gagnon to senior vice president and general manager cloud solutions. Aspect software announces the release of aspect cxp 15. Chatbots are your newest, dumbest coworkers bloomberg. Joseph gagnon svp, gm, cloud solutions aspect software. See the complete profile on linkedin and discover joes connections. In this edition of technology in 10 we chat with joe gagnon, svp gm cloud solutions at aspect software. Joe gagnon, 109 fowle hill rd, wiscasset, me holds a electricians helper license according to the maine license board their buildzoom score of 90 indicates that they are licensed or registered but we do not have additional information about them.
Aspect software introduces chatbot virtual assistant. Aspect software appoints joe gagnon to senior vice president and general manager cloud solutions 05012014 aspect software helps monitronics enhance its customer experience with aspect workforce management. Joe gagnon is chief customer officer and gm of aspect softwares cloud solutions. Gagnon s 30 years of business strategy and cloud technology experience will help aspect expand the companys cloud contact center capabilities by building on the success of the voxeo and qivox acquisitions, the recent. Jun 15, 2017 new customer service survey from aspect software shows harmony, opportunity when chatbots and agents work together the aspect agent experience survey shows agents handle easymoderately easy.
New customer service survey from aspect software shows. Aspect software announces acquisition of the technology. Joe gagnon managing attorney gagnon law firm, llc linkedin. David has been a technology leader at aspect for 20 years, responsible for software and cloud network architectures across the entire aspect product set. The point gagnon was trying to make is supported by the growing expectations. Aspect software named 2014 stratus award finalist for cloud innovation. David is a problemsolver and attributes his success to spending. Aspect software dont leave customer contact to chance. Aspect software announces new zipwire enhancements itweb.
Apr 22, 2016 aspect software announces new zipwire enhancements. Solving the millennial content challenge sxsw 2015 event. Aspect software appoints joe gagnon to senior vice president. I spoke to joe gagnon, svp, gm, and chief customer officer of aspect softwares cloud solutions. Speaking at aspects recent industry analyst meeting, joe gagnon. May 08, 2018 sparkcentral welcomes its new ceo, joe gagnon, today.
Aspects chief customer officer joe gagnon introduces aspects chatbots to help companies increase consumer interactions and satisfaction while helping consumers get. According to their research most consumers want the ability to solve productservice problems on their own while over half have switched brands because of poor customer service. Millennials preferences will influence interaction with customers of all. Joe gagnon, svp, gm aspect software joe gagnon is responsible on a global basis for aspects cloud business. Aug 25, 2016 aspects chief customer officer joe gagnon introduces aspects chatbots to help companies increase consumer interactions and satisfaction while helping consumers get their questions. Engagement certainly appears to be a popular term of art in 2015 last week, for instance, i wrote about avayas team and customer engagement strategy, and now im taking a look at what aspect software has in mind when it says engagement. For over 20 years he has studied the evolving relationship between companies and. Senior vice president and general manager, cloud solutions at aspect software. Aspect has some really great product offerings, and some really great people to work with. Dec 23, 2014 gagnon said aspect is commissioning a followup study to identify how millennials prefer to interact with companies. Dec 31, 2019 joe gagnon, 109 fowle hill rd, wiscasset, me holds a electricians helper license according to the maine license board their buildzoom score of 90 indicates that they are licensed or registered but we do not have additional information about them. Gagnon said aspect is commissioning a followup study to identify how millennials prefer to interact with companies. Gagnons 30 years of business strategy and cloud technology experience. Get detailed information about joe gagnon, including previous known addresses, phone numbers, jobs, schools, or run a comprehensive background check anonymously.
His selection of joe gagnon and chris koizol is a good one too as theyre both likeable and sensible. Joe gagnon is responsible on a global basis for aspects cloud business. For over 20 years joe has studied the evolving relationship between companies and consumers and how content and customer interaction affects that relationship. He is passionate about determining new ways content and technology can enhance engagement, learning and customer experience. Aspect software appoints joe gagnon to senior vice president and general manager cloud solutions. Aspects joe gagnon, who worked on mila, sees potential uses in restaurants and the insurance and mortgage industries. Aspect doesnt pay particularly well, below market rate. That is the takeaway from a new report out from aspect software. Joe gagnon is chief customer strategy officer of aspect softwares cloud solutions. Joe gagnon, aspect software guest author venturebeat. Heres proof that workers want to relinquish their menial. Digital technologies are transforming customer service in the.
Vice president cloud operations at aspect software. In his new role, joe will help aspect further accelerate its cloud competencies by building on the. Read more to learn about this exciting announcement. In this edition of technology in 10 we chat with joe gagnon, svp gm cloud solutions at aspect software find out what joe thinks is next for cloud technology, and learn how the cloud can improve agent efficiency and increase csat. He explains that aspect has a chatbot platform called cxp that works between companies and consumers. For over 20 years, joe has had his eyes and ears on the companyconsumer relationships, and i. For over 20 years joe has studied the evolving relationship between companies. Joe gagnon, aspect softwares chief customer strategy officer, believes they already can. Sparkcentral appoints joe gagnon as new ceo sparkcentral. Aspect software brasil maiara munhoz frost and sullivan.
Jul 31, 2014 aspect software named 2014 stratus award finalist for cloud innovation. He also was presidentcoo of penn foster, president of edialog, and ceo of exit41. Aspect software a clear vision but a rocky road ahead. New data from aspect software shows that millennials are now.
Aspect software announced the appointment of joe gagnon to senior vice president and general manager cloud solutions. Aspect software named 2014 stratus award finalist for cloud. For over 20 years joe has studied the evolving relationship between companies and. The new easytouse aspect cxp designer makes it possible for developers or nondevelopers to design simple, customerfriendly selfservice applications for the channels that consumers want to use such as text, twitter, messaging apps and ivr, says joe gagnon, global gm of cloud solutions and chief customer strategy officer, aspect. Aspect software chief customer officer joe gagnon commented on this chatbot and agent mix phenomenon in the companys. Poor customer service pushes consumers away bizreport. Aspect software, a leading provider of fullyintegrated customer interaction management, workforce optimization, and backoffice and awardwinning cloud solutions, today announced the appointment of joe gagnon to senior vice president and general manager cloud solutions.
Solving the millennial content challenge monday, march 16 9. Joe gagnon is svp and gm of cloud solutions for aspect software. He mentioned that 90% customers trust peer references. Dec 10, 2014 aspect software, a leading provider of fullyintegrated customer interaction management, workforce optimization, backoffice and awardwinning cloud solutions, today announced the aspect customer. The more that the bot gets used, the better it gets at understanding its job, said joe gagnon, chief customer officer for aspect software, a customer engagement software company currently using. Linkedin is the worlds largest business network, helping professionals like joe gagnon discover inside connections to recommended job. Mar 02, 2015 itwires alex zaharovreutt talks revolutionary customer service with aspect software s joe gagnon and premier technologies fausto marasco at the customer experience 2020 event held at sydneys. Aspect software announces new zipwire enhancements including. Joe gagnon, svp, gm cloud and chief customer officer, aspect software. Joe gagnon is svp and gm of aspect softwares cloud solutions.
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