Tag Archives: Contact Center

Let A Virtual Agent Do The Talking

“The Wilderness holds answers to more questions than we have yet learned to ask.” Nancy Newhall You don’t need me to tell you how much the Covid-19 pandemic has changed the world.  It has disrupted the way we work, shop, socialize, relax, and communicate.  In respect to business communications, it has done two things.  First, […]

Game On – The Gamification of the Contact Center

I’m sure we’ve all been asked to name our worst job.  For me, it was washing dishes at John Gardiner’s Tennis Ranch.  I worked the breakfast shift and clocked in at the absurd hour of 5:00 in the morning.   Not only did I have to put up with scalding hot water, an overbearing chef, and […]

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. […]

Speech Analytics: Have you ever heard a smile?

In many spheres of human endeavor, from science to business to education to economic policy, good decisions depend on good measurement. — Ben Bernanke “If you can’t measure it, you can’t manage it.” I am sure this isn’t the first time you’ve read those words. They have been drummed into my head since the first […]

Avaya’s Real-Time Speech Snap-In

Here in the world of IP communications, we attempt to strike a balance between what we can see and what we can hear. While we continue to drive interactions towards textual interfaces, the importance of human speech should never be ignored.   How many of you have been in the middle of a frustrating email exchange […]

Lake Superior Vacation Communications Wish List

I love the North Shore of Lake Superior and for the past 20-plus years I’ve spent the week of July 4th in a cabin situated just a few feet from the water. This part of Minnesota is known for its spectacular views, long hiking trails into the forest and along the lake, quaint towns hugging […]

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 […]