Author:  Gary Barnett
We’ve been talking about the value of a unified approach for quite some time now, but I still often receive questions about what, exactly, a unified approach really means. The questions mostly stem from confusion around the term “unified” – it means different things to different people.
Many people automatically associate “unified” with unified […]

Author:  Gary Barnett
Agent attrition is a huge problem for contact centers, and its affects are widespread throughout an organization.  Not only does turnover decrease morale as employees see their colleagues coming and going through a perpetually revolving door, but it also presents an unnecessary financial burden on companies that are spending needless amounts of money […]

Author:  Jim Mitchell
In my last blog I spoke a bit about the overall results from the most recent Aspect Contact Center Satisfaction Index Europe, mostly as they relate to contact center personnel. I think it’s also important to explore the business impacts of automation as determined by the research.  Self service is a delicate topic […]

Author:  Roger Sumner
Outsourcing contact center operations has long been cited for its pros and cons, but it’s not something that’s going away anytime soon. In fact, during the past decade or so outsourcing has expanded beyond country borders, giving companies the ability to tap into less expensive, highly-educated labor forces located anywhere in the world.  […]