Author:  Gary Barnett
In my last posting, I spoke in detail about why I strongly believe your contact center should be leading the unified communications (UC) effort within your enterprise.  Simply put, your center already has the technology, expertise and experience your company needs to successfully connect its people. 
I think it’s important for me to define […]

Author:  Roger Sumner
I recently spent several days in Atlanta with more than 600 of our customers, attending our annual user conference, the Aspect Customer Experience (ACE).  Despite the fact that I was greeted by snow when I arrived (I was hoping for a radical departure from this year’s blustery Chicago winter), I learned a lot […]

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:  Gary Barnett
I recently read that quality monitoring (QM) is leading to a decrease in customer satisfaction.  According to the article that made the above statement, QM is making employees more stressed and unhappy, which in turn is resulting in less effective service.
I believe the premise of the article was wrong - it’s not QM […]

Author:  Roger Sumner
I did quite a bit of shopping this holiday season. Happily, I can say that I was able to buy almost everything I needed online, from the comfort of my own home. Apparently, I wasn’t alone.
“Black Friday” is a concept that’s constantly talked about  – the day after Thanksgiving when U.S. consumers visit […]

Author: Roger Sumner
While visiting with customers during the past year, I’ve been involved in many conversations focused on how they can get the most out of call recording technology and quality monitoring strategies. It’s clear this is a top-of-mind issue for companies all around the world. The general consensus is that any tool that can […]

Author:  Gary Barnett
Agent attrition is a huge problem for contact centers, and its affects are widespread throughout an organization.  Not only does turnover decrease morale as employees see their colleagues coming and going through a perpetually revolving door, but it also presents an unnecessary financial burden on companies that are spending needless amounts of money […]

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
In my last blog, I mentioned the importance of meeting your customers’ needs with your self-service system.  This is a two-fold challenge.  Of course you need to design your system so that you are providing the information that will meet your customers’ needs.  But, you also need to make it as easy as […]

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 […]