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
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:  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:  Jim Mitchell
A few days ago, I wrote about a positive experience my friend Susan recently had with Verizon customer service.  She just called and told me about another good interaction – one that again exemplifies proactive customer service done well.  I’m always talking about using predictive dialers for proactive customer service, so I thought [...]

Author:  Jim Mitchell
Last month, I wrote about Do Not Call legislation, specifically in Australia, Canada, and the United States.  There is some other somewhat recent, and much more restrictive, legislation in the United Kingdom that affects all types of outbound contact regardless of the business process they handle.  This legislation, which was proposed by the [...]

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
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:  Jim Mitchell
Developing a speech self-service application used to be much more complicated than it is today.  In days past, companies had to build their voice portals internally or outsource to someone with the expertise to build-to-spec – a process that could be time consuming, expensive and cumbersome.  Today, “componentized” or “building block” applications are [...]

Author:  Jim Mitchell
The Australian Parliament recently passed legislation to create a National Do Not Call (DNC) Register, and expects it to start in early 2007.  Canada also anticipates its DNC Register will be operational in 2007 while businesses in other countries, such as the United States, have been complying with DNC laws for years.  For [...]