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 [...]

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:  Jim Mitchell
TMCNet recently published an article about disgruntled Dell contact center employees.  The agents allege they have not been paid for all of the time they have worked, and point the finger at the inaccuracy of the company’s Kronos timekeeping system.  I wanted to weigh in on the subject because Dell is an important [...]

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:  Roger Sumner
My visits to customer sites have led me to notice that customer segmentation means different things to different companies.  Some think of it simply as the ability to route customers based on the reason for their contact – they have billing or account questions, they want product information, or they need technical support.  [...]

Author:  Roger Sumner
The metrics you use to evaluate agent performance depend on your type of business, your business strategy and the reasons your customers are interacting with your company. But, a lot of companies are struggling with the notion that their agents may be cheating the system.
Take, for example, a contact center that is dedicated [...]