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 [...]

Author:  Jim Mitchell
I was walking around my home tonight thinking about how much I would enjoy living in a “smart house.”  You know, one of those houses where all electronics and appliances are remotely controlled.  I would love it if I could press a button as I walked through my front door and instruct my [...]