Category Contact Center

Are You Experienced

By three methods we may learn wisdom: First, by reflection, which is noblest; Second, by imitation, which is easiest; and third by experience, which is the bitterest. — Confucius My wife and I enjoy eating out.  We both work hard Monday through Friday and look forward to a weekend night or two of no meal […]

Out with the Call Flow — In With the Workflow

I started working with contact centers long before we called them that. Early in my career, we used the nerdy, yet technically accurate phrase, automatic call distribution (ACD). However, that wasn’t something you wanted to ever say in front of your customers, so the term call center was invented. While call center didn’t exactly describe […]

How to Master the Artful Science of Speech Queries

It has been said that everything old is new again and that has certainly been true for me. I began my career as a software designer, walked away from while-loops and if-statements about 12 years ago, and recently (and quite unexpectedly), found myself knee deep back in the world of Java programming and webpage design. […]

Please Don’t Make Me Repeat Myself

I am not alone when I say that I don’t like being forced to repeat myself.  I dislike calling a company’s 800-number, punching in my telephone or account number along with the reasons why I am calling, only to find that when I finally do reach a live human being I am asked the exact […]