November 24, 2014

Ensuring Access to Historic Calls is Vital

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You probably have many 1000′s of calls archived on magnetic tape. As the tape degrades you will lose this data, meaning you’re no longer compliant. With regulators getting tougher on call recording compliance – do you have a plan to solve this problem? Now There is a Way to Solve all These Issues. The reason (Read the full article)

Aspect 9.2 End of Life Options

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)

Don’t Delight The Competition By Falling Over

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My family’s summer vacation took us on a nearly 4,000 mile road trip. Most people think I’m a bit odd because I relate just about everything I see to contact centers. So it came as no surprise that an experience in Keystone, SD, about 8 miles from Mount Rushmore, would be the inspiration for this (Read the full article)

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

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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)

Success in Selling Starts with Hearing the Telling

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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?

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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)

Customer Service Lines are Changing For The Better

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From the 13th of June 2014 it will be illegal to provide an 0845 number for a customer service line in the UK. Businesses as a legal requirement will have to provide a standard rate number as part of their customer service lines (for example an 01, 02 number) this is a result of 63,000 (Read the full article)

IVR Reporting…AAAARRRRGGHHHH!

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My IVR is up, and customers are responding to prompts—with voice and DTMF. My agents are taking calls. And I haven’t the foggiest idea what they’re doing in that “black box”   Everyone Wants Something Different So let’s start by being fair. IVR reporting is a giant black hole. Marketing wants one thing. Ops wants another. (Read the full article)

Top 12 Trends for Customer Satisfaction and Loyalty

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We’re in the Age Of The Customer, which means senior management are not in control of how customer-centric their businesses are, but customers are. To keep customers satisfied and loyal to your brand, Forrester have identified the top 12 trends for customer satisfaction and loyalty that you should be paying attention to in 2014. DELIVER (Read the full article)

What Makes A Multilingual Contact Center Work?

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Many companies operate in more than one language, but the people charged with building and managing the contact center are not always used to thinking multilingually. Here are a few reminders and pointers for a successful multilingual contact center. Some may be obvious, but I can assure you that each of the points below has (Read the full article)