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Aspect Contact Center: Unplugged Blog
Views from industry luminaries Gary Barnett, Roger Sumner and Jim Mitchell.

  • Delivering value and standing the test of time
    CRM magazine just announced its annual Service Leader Awards, and I was gratified to learn that Aspect had been named a leader in workforce optimization for the fourth year in a row.  As a matter of fact, Aspect workforce optimization solutions have been recognized on this list for seven of the eight years it has [...]

  • Achieving the full benefits of a multichannel contact center
    Much has been written about the heightened expectations of today’s consumers: how social media and technology have made everything available to them in real time; how they’ve become information seekers; and how they interact with one another and with companies across multiple communications channels. For many executives in customer-facing industries, the very mention of social media [...]

  • Openness might not be a virtue, but open standards help customers
    I found Kevin Kieller’s “Is ‘Openness’ a Virtue?” article full of many areas to think about. Admittedly, there is a lot of marketing fluff around being “open,” but there are some definite advantages for customers who use vendors with open interfaces. First the premise: “And if interoperability is the real virtue, does it matter whether you interoperate [...]

  • Testing the value of social media training: A personal experiment
    I received an email from the Workplace Training Center (by the editors of Briefings Media Group) recommending the use of Facebook, Twitter, YouTube, and other social media sites as a training mechanism for employees. Since employees are already familiar with using these types of tools, the idea is that they will accept going to these [...]

  • Communications as a Service – New or just a new name?
    I’m always intrigued when I read about Communications as a Service (CaaS) as a new entry into the service market, since several of these services have been around for many years, some as old as the telephone itself. Of course the offerings today, including unified communications and IP contact centers are so much more than [...]