Author:  Gary Barnett
It’s been about a year since I made my 2007 predictions, and I was thinking it might be fun to take a look back and see if my trusty crystal ball was accurate. 
Last year, I stated that contact centers would take new approaches in four specific areas: Unified, performance management, agent retention, and […]

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.  […]

Author:  Roger Sumner
Regardless of whether they focus on customer service, sales and marketing, or collections, virtually every Aspect Software customer that I have spoken with during the last year has told me that they have, or are thinking about trialing an at-home agent program. I can say without hesitation that a lot of this interest […]

Author:  Jim Mitchell
A few months ago, Aspect Software announced that we had successfully demonstrated interoperability of our product portfolio with BandTel’s Session Initiation Protocol (SIP) Trunking. As I have visited with customers in the recent months, I have received many questions about why SIP Trunking is important, so I thought I would address this topic […]

Author:  Gary Barnett
A few months ago BT INS, an IT software consulting firm, released the results of its Voice over Internet Protocol (VoIP) survey.  I read about it on NetworkWorld.com.  While the survey sample size was rather small (it consisted of 157 IT professionals), I still found the results interesting.  A few things jumped out […]

Author:  Jim Mitchell
Continuing along the lines of my last blog posting, today I will be talking a bit more about agent Empathy and Advocacy.  I think this is a particularly important topic, and one worth discussing at length, as research tells us that 50 percent of consumers who have good interactions will conduct more business […]

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 […]

Guest Author:  Mike Ely
Hello Aspect blog readers.  I’m Mike Ely, Director of Systems Architecture for Aspect Software.  I’d like to thank the three luminaries for letting me be their first guest “blogger,” and for giving me the chance to talk about something I’ve been working on for more than eight years – Voice over Internet […]

Author:  Jim Mitchell
If you are planning to migrate from TDM to VoIP, please allocate time and budget to conduct a complete network assessment before you begin the process.  Your suppliers can help you with this activity.  By enabling you to fully understand what type of infrastructure investments you need to make to ensure a successful […]

Author:  Roger Sumner
Nearly every day when I read the newspaper, listen to the radio, or turn on the television, I see something about the “Bird Flu.”  I haven’t yet started building and stocking my own personal bunker, but I am strongly recommending that our customers think about and plan for the possibility of a pandemic […]