Aphrodite Brinsmead

Aphrodite Brinsmead

Aphrodite is a principal analyst in the Customer Engagement team at Ovum. She analyzes trends on customer service technologies, having authored reports on real-time analytics, intelligent virtual agents, and digital Web self-service. She has presented globally on the emergence of social media as a customer service channel. Aphrodite has also created market forecasts and designed questionnaires to discover changes in customer service and channel preferences.

Articles by Aphrodite Brinsmead

Contact centers should deliver personalized and proactive customer service, and here's how to do it.
Posted March 26, 2016

The rise in digital channels requires contact centers to address new metrics for agent performance.
Posted December 04, 2015

Customers are increasingly choosing to use the Internet instead of making phone calls. However, there's also a need to provide broader support within Web chat. Here's what enterprises can do to evolve their Web solutions to better serve customers better and create integrated support experiences.
Posted September 30, 2013

By using social media proactively, enterprises can prevent brand damage, deflect calls, and improve customer advocacy and satisfaction.
Posted April 03, 2013