Author:  Gary Barnett
Don Van Doren had a column in VON Magazine that was entitled Normal Human Contact.  The basic premise of Mr. Van Doren’s piece was that in order to reach the next level of customer intimacy, companies need to figure out how to use technology to achieve “normal human contacts” – real-time, immediate and […]

Author:  Roger Sumner
The metrics you use to evaluate agent performance depend on your type of business, your business strategy and the reasons your customers are interacting with your company. But, a lot of companies are struggling with the notion that their agents may be cheating the system.
Take, for example, a contact center that is dedicated […]

Author:  Jim Mitchell
The Australian Parliament recently passed legislation to create a National Do Not Call (DNC) Register, and expects it to start in early 2007.  Canada also anticipates its DNC Register will be operational in 2007 while businesses in other countries, such as the United States, have been complying with DNC laws for years.  For […]

Author:  Gary Barnett
Keith Dawson recently posted a blog on Call Center Magazine’s website that talked about how “customer service blunders can become amplified in today’s supercharged media environment.” 
This supercharged media environment that Mr. Dawson refers to is part of something that we at Aspect like to call Power Shift 2.0:  the age of the activist […]