July 24, 2014

Struggling With Your Thick Client?


Most organizations need to manage agents with differing skill sets, servicing different business processes. Thick client desktops offer a solution but can be complex, costly and cumbersome. The relationship between the Customer and your agent is the core of their customer experience. A more flexible approach to agent desktop Giving the right tools to your agent (Read the full article)

We Fix Ugly Pools…Oh and IVRs

we fix ugly pools[1]

Where I live there’s a rather prominent pool repair and remodeling business called “We Fix Ugly Pools.” Their mascot is a thumbs-up-man called the Ugly Pool Guy. I’ve come to think about the Professional Services group in a similar way for IVR Solutions—sort of the Ugly IVR Guys with the motto “We fix ugly IVRs”. (Read the full article)

Is Your Contact Center Neglected Until There Is A Flaw In The Slaw?

flaw in the slaw

Do you know what your telephone system does for you? I mean, do you really UNDERSTAND what it does, what it doesn’t do, and the things it can do that you’re not leveraging? On the surface, it sounds like a bit of a silly question, right? Understanding What You’ve Got Fundamentally, you understand that there is (Read the full article)

Cloud Contact Center Considerations

Cloud Hosted Contact Center

If moving to a Cloud Contact Center was easy, everyone would be doing it, right? Well, for some businesses perhaps it may not make sense. Well not yet. It’s easy to get the impression everyone is moving to the Cloud. The truth is, almost everyone is thinking about it, but most are putting off the (Read the full article)

Success in Selling Starts with Hearing the Telling


As I stepped out my front door recently, I nearly trod on a GPS windshield mount (the kind with the giant suction cup that loses suction at the most inopportune moments) that someone had left on my front step. I don’t own a GPS other than Google Maps on my iPhone. Someone clearly thought it (Read the full article)

So what exactly is Voice Biometrics, and how can it help your business?

Voice biometrics 2nd image

More than one customer has asked us this recently, so we thought we’d take this opportunity to clarify the capabilities of Voice Biometrics technology for the Contact Center. Voice Biometrics can confirm the identity of a person by comparing their voice to a stored model or “voiceprint” – similar to a fingerprint, and even more (Read the full article)

Banks Hit by Spiralling Cost of Compliance

call recording compliance

In recent years we have seen banks hit by weighty regulation, fines and face the spiralling costs of compliance. When added together have taken their toll on profits and on brand value. Tighter regulation from the US to the EU have led to Banks facing the choice of either significant ramping up of compliance efforts, (Read the full article)

Investment Banking Conflicts of Interest Review by the FCA

call recording compliance

The U.K. finance regulator the FCA will probe in how investment banks manage conflicts of interest between their obligations to clients and their own trading positions. Investigation The Financial Conduct Authority is also investigating how companies prevent confidential information they obtain in one part of the business being used by another, the regulator said in (Read the full article)

Aspect® End of Life Options

aspect 9.3 end of life

While Aspect® 9.2 and Aspect® 9.3 has not yet been announced as end of life, some Aspect® customers are looking at upgrading to newer contact center solutions which may be unwanted or unbudgeted – especially when the existing technology is meeting current business needs.  Cost, Risk & Time A further consideration is that would not be just a software release but involves major (Read the full article)

Reduce Agent Churn To Save Money And Customers

Frustrated and Bored Agent

What would it save your company if you could reduce agent churn by 10%, 30% or 50%?. We recently spoke with a contact center manager whose agents take up to 18 months to complete all the training required in his multi-skilled environment. The average agent retention period in this contact centre is around 13 months. You (Read the full article)