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:  Roger Sumner
When I meet with customers, we often spend time talking about various contact center-related business issues they are encountering. Sometimes, a common theme emerges. Today, I have one to share with you.  There seems to be an across-the-board, genuine interest in the notion of a broader measure resulting from contact center metrics, which [...]

Author:  Gary Barnett
There are different laws around the world that dictate when and how long agents can work.  While these rules and practices are good in some ways by protecting workers; they can also increase the challenges associated with managing a workforce – particularly a workforce whose schedule stringently revolves around call volumes and flows.  [...]

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:  Roger Sumner
In a recent blog, I wrote about the value of customer segmentation.  I know I left you hanging a bit, so I wanted to provide you with a few simple steps to help you implement a winning segmentation strategy in your contact center if you’ve decided that segmenting is right for you.

Identify Metrics
Identify [...]

Author:  Jim Mitchell
There is a relatively new movement taking hold of small contact centers - hosted solutions.  Small contact centers looking to build their client base and grow their call volume are using hosted systems to access functionality and resources that they might not otherwise be able to support or afford on their own.  Applications [...]

Author:  Gary Barnett
I recently read an Associated Press article by J.W. Elphinstone that I found a bit disturbing.  The piece mentioned that “no one likes to wait for customer service on the telephone while listening to elevator music, especially during the holidays.”  This statement is entirely accurate as the Aspect Contact Center Satisfaction Index found [...]