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:  Roger Sumner
The results of the Aspect Contact Center Satisfaction Index are in and the news is mixed.  On the bright side, consumers are slightly more satisfied with their contact center interactions today than they were in 2005.  On the other hand, the Aspect Index shows that there is still a lot of room for improvement [...]

Author:  Roger Sumner
A few months ago, I posted a blog about speaker verification. One of our readers sent me an email asking whether or not speaker verification works when a customer has a cold or another ailment that changes the sound of their voice.  Great question!
While voiceprints are rather reliable, there are a few 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:  Roger Sumner
The other day, a friend of mine commented on how frustrating security has become. He maintains a folder containing all of his passwords and PIN numbers so that he can conduct financial transactions, retail transactions, healthcare transactions – you name it – obviously this is a security risk in and of itself to [...]

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:  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 [...]

Author:  Roger Sumner
I have a cell phone, DSL service and long-distance telephone service.  My cell phone company has merged with my long-distance provider, which now also owns my DSL company.  Confused yet?  I am too.  Especially when I call my new, mega-telecommunications provider to talk about my long-distance service and the agent tries to sell [...]

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 [...]