Head of Spoken Labs discusses deep learning breakthroughs revolutionizing conversational AI at SpeechTek 2017
For any company looking to learn about deploying speech technology for business applications, SpeechTEK 2017 was a must-attend event. The event took place in Washington, D.C. and offered attendees the
The ultimate goal of any call center is to deliver a positive customer experience. There are several components that lead to success. However, one important factor that the customer’s experience
A common contact center challenge is finding a solution that strikes a balance between maintaining the capital expenditures that keep their company functioning and at the same time managing the
Defining and measuring SMART KPIs are proven to increase results across every area of the business including the contact center. Key Performance Indicators or KPIs are used to help managers
In today’s world, it seems that technology is constantly changing and getting more and more advanced with each passing day. With these rapid advances, it would seem that the technology
A look at CCaaS benefits and the rise in this new technology The role of the contact center is evolving. Gone are the days when consumers would stay loyal despite
With 68% of US adults using smartphones and interacting across multiple platforms and modes of communication, contact centers must shift to omnichannel communications… and the shift brings a new set
Empowering employees to serve the customer requires leadership from the top down.
Check out this article on the importance of call monitoring in your contact center.
What is Six Sigma and why you should care, including a recent call center case study.
What the open source software development movement is, how it compares to the proprietary software approach and why you should care
The number one reason your callers complain about bad customer service may be due to your IVR. Infographic and case study.
Does in-car speech recognition reduce distracted driving?
How can a contact center cloud impact your bottom line revenues? Five ways.
10 things you should know about the cloud in 2015, including security, growth, current volume and more
The top call center and customer service trends to monitor in 2016
Siri seems to be so much better than the call center IVR. But here are three things a smart IVR can do that Siri can’t–including delivering ROI.
We clear up 3 common misconceptions about CCaaS and invite you to join our webinar June 15th.
All businesses use BI but let’s take a look at how Business Intelligence impacts the call center and the 2016 trends that are driving that.
Infographic on the benefits of SIP trunking
Is is better to aim high or to under-promise in customer service?
What if we told you that you could keep all of your beloved Avaya call center technology and seamlessly transition to the cloud at the same time?
Learn how social media is changing the customer service industry in this informative infographic.
How to recruit and hire the best call center agents and improve agent retention rates and happiness
The cloud has been around since 1999, and cloud usage has been exploding in recent years. What do the experts say 2016 will bring for cloud innovation and adoption rates?
Six barriers to entry to an Avaya cloud call center transition. Why isn’t your Avaya contact center in the cloud?
Is your call center mobile ready? Six tips for making your contact center more friendly to mobile and smartphone callers.
Is a private cloud the right choice for your Avaya call center? Private cloud, public cloud and hybrid cloud call center options.
Tips for keeping call center agents happy in order to reduce turnover and increase employee retention
How has mobile affected quality monitoring best practices for 2016
Call centers can improve customer service via process analytics. Quality trends in 2016, including predictive analytics and extreme collaboration.
Politics: Does the presidential election impact business?
How to understand, appreciate and leverage your Millennial workforce
How do you keep productivity high?” Here’s some information that offers more targeted tips for the specific demands of today’s worker.
Tips on maximizing your #AvayaEngage experience: what to pack, mapping your plan and staying informed.
Are call center robots and automation replacing humans in the workplace, and is that a bad thing?
Three tips for scripting a post-call CSAT survey using an IVR.
How to schedule performance and QA reports in Spoken Engage and HyperQuality ClearMetrix online platforms
Buzzwords: what are they and why do we use them? The definition of a “buzzword” is: a word or phrase, often an item of jargon, that is fashionable at a particular time or in a particular context. Check out these buzzwords and play a game of Buzzword Bingo.
How enabling remote agents with a cloud contact center can help you save the earth–and your bottom line
How Spoken Voice Assessment IVR can speed agent recruiting and onboarding
Why it’s time to revisit and renovate your customer satisfaction survey right now: you’re losing money
Want to learn a bit more about what to do and not do with your CRM? Read this quick blog post with infographic for a quick overview.
Trends that will impact customer service in 2016.
Delving beyond the statistics of customer acquisition versus customer retention–why not marry the two?
Five tips for customer retention and engagement
Are your customers leaving because of your service or product? Here’s the solution.
How to increase security with credit card masking and redaction on call center audio recording and screen capture videos
Infographic comparing the benefits of premise-bases to cloud-based call recording call center solutions
Cloud APIs are segmented into infrastructure, service or platform and application. Here’s a brief explanation of each.
Three easy steps to gradually transition your call center to the cloud
One of the primary cloud predictions for 2016 was that cloud security would be one of the key emerging concerns, and this is proving to be true.
Wondering how cloud analytics can help the IT group? This blog looks at the cloud trends in 2016 and how cloud analytics helps IT.
Defining the ACD functionality, the debut post of the call center technology glossary series
Part of our ongoing call center technology glossary series: what is Average Handle Time, and how and why do we reduce it?
Why the old formula of total cost of ownership (TCO) doesnt work for the modern cloud call center–and what does work to prove value and cost savings
Are you managing a call center or infrastructure and technology for customer care? Check out our call center reading list for the best reads for 2016.
Tell me something I don’t know: four insights your call center analytics SHOULD reveal
Company culture: We hear this term so much in today’s vernacular, but what exactly IS company culture? Good question!
Everyone makes mistakes. Leadership tips on how to bounce back from your worst failure.
Does our body language REALLY matter in our day to day communication? Read more to find out.
Have you ever observed the habits of highly productive people? We took some time to do that and here’s what we found:
Is an Avaya public, private or hybrid call center as a service (CCaaS) cloud right for your organization?
Wondering if the executive team needs to get involved in social media? Here are 7 tips every CEO should know about social media.
Tips on how to stay healthy and avoid the flu this winter
We’re nearly half way through 2016. Let’s take a look at how the predictions for 2016 are looking as we enter the second half of the year.
Yet another reason to move your call center to the cloud: future-proofing
Three tips for taming the complex call center cloud integration
Budget slashed? Creating a cost-efficient IVR your customers will love
Budget slashed? Creating a cost-efficient IVR your customers will love
Is Your IVR Killing Your Customer Experience?
Do you know where your customer service reviews are?
4 Ways to Increase Employee Engagement and Productivity
How the cloud contact center is opening doors for people with disabilities
What Do Baseball and Contact Center Technology Have in Common? More Than You Think
We recently read a report from Software Advice regarding considerations for selecting and implementing a SIP provider. What exactly is SIP, you ask? SIP is an acronym for Session Initiation Protocol, which is basically a phone line or “trunking line” that allows Voice over Internet Protocol (VoIP) users to connect local and long-distance calls within a traditional phone network.
With all the talk about “The Cloud” these days, it’s easy, as a business owner or manager, to feel the pressure to “jump right in with both feet” and switch all of your operations to the cloud.
All contact centers should exist to meet one core business goal: resolve issues as quickly as possible while providing a level of customer service that can’t be found elsewhere. It’s easy to say that is the mission of your contact center, but do you walk the talk?
Four contact center trends you can’t ignore in 2015
Five Things You Need to Ask About Security When Choosing a Cloud Contact Center
Six Things You Need to Know About the Modern Call Center
How to Rock the Multichannel Call Center with Avaya
Harnessing the Power of Speech Analytics in the Call Center
Eating an Elephant: Analyzing Big Data in the Call Center
Six security features your work from home agents can’t live without
Eating an Elephant: Analyzing Big Data in the Call Center
How to provide customer service to millennials
It takes two to tango: marketing and customer service in the contact center
Stop! Five Things You Must Consider Before Cross Channeling Your Contact Center
Modern call center best practices in the age of Siri
Consumption economics: your guide to pay-by-the-drink call center pricing
On premise or cloud: the call recording question
Top 10 Considerations for Virtual Contact Centers Webinar
A Look at the Call Center Crystal Ball: 2013 Year in Review
Twitter chat #CCDemo13: Remote call center agents
How to scale: business growth and how to sustain it
When do-it-yourself customer service doesn’t work
Making the business case for moving your call center to the cloud
Customer service vs. customer experience: what’s the difference?
Seven key areas to address for work-from-home agent success
The evolution of speech recognition [INFOGRAPHIC]
Is it time to move your contact center to the cloud?
[INFOGRAPHIC] Why the call center won’t go away
The most convincing video against texting and driving
Instant America: Is your customer service ready?
Gartner: the personal cloud will replace the PC by 2014
How one bank rethought automated customer service
Boring is good: Using Big Data to Enhance the Customer Experience
Benefits of remote agents (part 2) – Productivity myths exploded
Benefits of remote agents (part 1) – Expanded skills recruiting
Good robots vs bad robots: two cases of customer service automation
A better way to evaluate customer service on social channels
Links of the week: at-home agents, supermarket self-service and mobile customer service
Top Three Customer Service Complaints and How to Address Them
Teaching customer service to kids: Sitel’s new book, Agent D, Can You Help Me?
The first step to employee engagement: employee satisfaction
Customer Service roundup: will your customers or employees take a bullet for you?
Supermarkets: to self-serve or not to self-serve?
Speech Recognition News: embedded vs. cloud, voice prosthesis, voice-to-email
How to build loyalty in the face of customer expectations
Forget texting while driving; emailing while driving is the newest thing
Twitter vs. Phone vs. Web: the Customer Service Smackdown
Consumer expectations: how slow is too slow for online support?
Top 7 Call Center and Customer Service Trends of 2010
Slideshare: The mobile game-changer: how mobile affects your call center
Does providing obnoxious customer service pay off?
Webinar: The mobile game-changer: how mobile affects your call center
The softer side of IVR: a warmer voice cuts costs
The great human versus robot debate: links for 11-10-10
Cost of acquiring a new customer: 6 to 7 times more than keeping exisiting
Call Center Insights Webinar: Four IVR Pitfalls to Avoid
Top 5 contact center links: diagnosing lousy customer service
Two Scots walk into a (voice-activated) lift…
No more excuses: top customer service podcasts
McDonald’s McNugget Violence: Are customer expectations too high?
Voice recognition: is “close enough” good enough for your customers?
Top 5 Contact Center links: the customer experience battleground
Top 5 Contact Center Links: Schumer’s outsourcing tax
Top 5 contact center links: remote agent work from home
Survey Shows Customer Need for Cross-Channel Communications
ROKTalk to be given to 5,000 schools across the UK Free of Charge
Automation vs. humans: Improving Customer Experience podcast
Five Reasons Not to Fear the Robot Apocalypse
How Google Voice revolutionized the voice to text transcription market
Top 5 Customer Service Links: Customer Service Trends
A peek behind the curtain: Spoken’s human Silent Guides
GotSearch comprehensive voice search: the demo
Top 5 Customer Service Links: What customers really want
Top 5 Customer Service Links of the Week: Loyalty
Top 5 Customer Service Links: Customer Service as Differentiation
Unified Communications: Avaya/Nortel rides the wave
GotSearch: All-voice, voice search solution to preview at MWC10
Google’s Nexus One: can it deliver customer service, too?
Who determines your brand experience? Your customers
Twilight Zone: what if customers automated, too?
Voicemail is dead. Long live unified messaging!
Top 5 Customer Service Links for 11-20-09: Customer Service and Profit
Rockin’ the customer experience: how HotTopic does it
From VoiceCon 2009: Productivity fuels B to B growth
What does your IVR greeting say about your brand?
Is using hidden agents to support speech recognition “cheating”?
How to provide killer customer service in a recession
SiE presents Beyond Business Boundaries: U.S. and India Making the Most of Collaboration
Greed will get you nowhere (with customer service)
Dear corporations: nothing else matters if your customer service s**ks
Have customer expectations gone down in this economy?
Google Voice brings the 21st century to phone service
Customer Service requests falling on deaf ears? Make a YouTube video!
Fonolo: because your customers are trying to tell you something
Book Review: Your Call Is (not that) Important to Us
Want to improve your automated/speech recognition system? Ask an agent!
The problem with technology: technologists don’t think like humans
How do you get to be the worst at customer service?
Give Your Customers More ‘Wow’ Experiences With Smarter Technology
When it comes to transitioning your organization to the cloud, who better to sort through the latest technology than your IT team?
Moving data to the cloud is as easy as copy and paste. Learn more about this rising trend in our latest blog.
Native cloud refers to a type of computer software that uses, or is “native” to the cloud.
In addition to cost savings and scalability, cloud call centers offer numerous innovations over on premise solutions.
Two additional benefits of the call center cloud: scalability and flexibility.
So, does cloud computing really impact overall revenue? Find out how one company saved by transitioning to the Spoken Avaya cloud call center.
Three resolutions for the contact center.
A CEO has many hats to wear: fundraiser, public speaker, manager, coach and driver. So is it even practical for a busy CEO to have anything to do with customer service? Learn why the answer is YES!
The Spoken 2015 Call Center Report: Telephone Wins and IVR Loses
Speech Analytics: Three Things to Know Before You Deploy
Want to power up your contact center? Move it to the cloud
The great game of business: how transparent is your company?
Which comes first: employee satisfaction or customer satisfaction?
Five tips for scripting in the call center (besides “don’t”)
Why your customers hate you: the hold time curse