Author:  Gary Barnett
I’m sure you’re familiar with a contact center’s core interaction technologies – the automatic call distributor (ACD), the self-service application, the predictive dialer, as well as email and chat capabilities.  These technologies are the primary vehicles through which many customer-company interactions take place before reaching an agent.
These core interaction technologies are themselves supported […]

Author:  Roger Sumner
The results of the Aspect Contact Center Satisfaction Index are in and the news is mixed.  On the bright side, consumers are slightly more satisfied with their contact center interactions today than they were in 2005.  On the other hand, the Aspect Index shows that there is still a lot of room for improvement […]

Author:  Jim Mitchell
A few days ago, I wrote about a positive experience my friend Susan recently had with Verizon customer service.  She just called and told me about another good interaction – one that again exemplifies proactive customer service done well.  I’m always talking about using predictive dialers for proactive customer service, so I thought […]

Author:  Jim Mitchell
One day, out of the blue, my friend Susan started receiving frequent and somewhat random phone calls from a large technology company. The phone rang during the day, in the early evening, and even in the middle of the night. The phone calls were not the result of sales, collections or customer service […]

Guest Author:  Mike Ely
Hello Aspect blog readers.  I’m Mike Ely, Director of Systems Architecture for Aspect Software.  I’d like to thank the three luminaries for letting me be their first guest “blogger,” and for giving me the chance to talk about something I’ve been working on for more than eight years – Voice over Internet […]