Author:  Roger Sumner
Do you think it’s possible to increase your customer satisfaction ratings by simply making your agents more approachable?
 
Scott Ginsberg says it can be done and I agree.  Scott, who is also known as “The Nametag Guy”, earned his nickname by becoming the only person in the world to wear a nametag 24×7.  He [...]

Author:  Gary Barnett
Quite often, when consumers are transferred from an automated system to an agent or from one agent to another, they are asked to repeat information.  Sometimes they have to repeat their account number, sometimes they only have to repeat their name, but sometimes they have to repeat a lot more. 
Regardless of what of [...]

Author: Tim Sipsey
I’ve been working with standards-based technologies and session initiation protocol (SIP) platforms for years, and I’m grateful to the luminaries for letting me share my experience at the SIPit conference for my first blog post!
Aspect Software was one of about 50 companies that attended SIPit 22 on 14-18 April 2008. The event was [...]

Author:  Jim Mitchell
When Bruce Springsteen and the E Street Bank recently postponed their concert dates in Ft. Lauderdale and Orlando, FL, Ticketmaster proactively reached out to concertgoers to let them know. 
There was, of course, the public notification. Someone shared the information with the media who then communicated it to the public-at-large.  But, what if a [...]