We all like the idea of autonomy and the notion of our time being “our own”. Nowhere is this more critical and more true than in the part of your business where each person’s demeanor can impact your company’s brand in the eyes of your customers – in your contact center.
On Friday, we will observe [...]

Author:  Gary Barnett
This week marks an exciting time for Aspect Software and the contact center industry at large.  During the past 30 or so years, we’ve developed and delivered a number of innovative, best-in-class solutions that have enhanced our customers’ business processes.  Yesterday, we announced our latest - PerformanceEdge™, the industry’s first contact optimization suite [...]

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:  Gary Barnett
At the beginning of each year, I enjoy making predictions about the business and contact center priorities I expect to see during the coming months.  I believe that in 2007 company executives will increase their focus on the contact center as a source of revenue generation, and place more emphasis on the contact [...]

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 [...]

Author:  Jim Mitchell
During the past 25 years or so, I’ve visited thousands of customer sites and have seen countless predictive dialer implementations.  There has historically been one overriding commonality - dialers have been used to connect people to people; live agents to prospects and customers, and vice versa.  But things don’t always stay the same, [...]