Author:  Gary Barnett
I recently read an Associated Press article by J.W. Elphinstone that I found a bit disturbing.  The piece mentioned that “no one likes to wait for customer service on the telephone while listening to elevator music, especially during the holidays.”  This statement is entirely accurate as the Aspect Contact Center Satisfaction Index found [...]

Author:  Roger Sumner
I have a cell phone, DSL service and long-distance telephone service.  My cell phone company has merged with my long-distance provider, which now also owns my DSL company.  Confused yet?  I am too.  Especially when I call my new, mega-telecommunications provider to talk about my long-distance service and the agent tries to sell [...]

Author:  Jim Mitchell
Developing a speech self-service application used to be much more complicated than it is today.  In days past, companies had to build their voice portals internally or outsource to someone with the expertise to build-to-spec – a process that could be time consuming, expensive and cumbersome.  Today, “componentized” or “building block” applications are [...]