Author:  Jim Mitchell
I have noticed two topics that have been getting a lot of press lately – Global Warming and at-home agents. I started wondering to myself whether these two topics might somehow be related.  Then, it occurred to me that they are – at-home agents can help contact centers reduce carbon emissions.  Now, hear [...]

Author:  Roger Sumner
According to a recent Wired article, the Internet celebrated its 38th birthday in April. I can hardly believe it as I remember all too well the days when big, bulky typewriters were used to type memos and reports, and we sent all of our important documents via snail mail. In call centers of [...]

Guest Author:  Jim Barnett
I’m Jim Barnett, a member of the Aspect Software Architecture Team. For quite some time, I have been actively involved with organizations such as the World Wide Web Consortium (W3C), working to develop new standards that I believe will be useful in contact centers, and businesses in general.  I am also the [...]

Author:  Jim Mitchell
I just reviewed the results for the 2007 Aspect Contact Center Satisfaction Index.  This year’s data is especially interesting to me because it provides an in-depth look at what consumers say makes their exceptional experiences exceptional. 
The Empathy and Advocacy (people-related) scores really caught my eye – year-over-year across the board, consumers only rated [...]