tag:typepad.com,2003:weblog-1475814 2009-06-05T08:46:39-07:00 The purpose of this blog is twofold: (1) Provide an interactive forum for contact center customers, suppliers and consultants to collaborate on contemporary issues and opportunities, with an emphasis on, and appreciation for, the customer perspective (2) Cultivate a continual, collaborative learning environment for the more experienced contact center professional. WARNING: WHINING AND SELLING PROHIBITED. TypePad tag:typepad.com,2003:post-67678631 2009-06-05T08:46:39-07:00 2009-06-05T08:48:18-07:00

Moderated by: Elaine Cascio, Vanguard Communications Jeers to FedEx who left my urgent overnight package at the bottom of the drop box and then asked “What do you want us to do with it?” Cheers to Southwest Airlines who held...<img src="http://feeds.feedburner.com/~r/voiceofthecustomer/~4/a_ftDYBFGvU" height="1" width="1"/>

Jason Alley http://voiceofthecustomer.vanguard.net/voice_of_the_customer/2009/06/customer-service-cheers-and-jeers.html tag:typepad.com,2003:post-66745385 2009-05-13T16:30:03-07:00 2009-05-13T16:30:03-07:00

Moderated by: Jason Alley, Vanguard Communications According to a recent InformationWeek article, Nortel Intensifies Business Unit Breakup, that is the question Nortel executives are asking about different business units as they navigate through a dark chapter in the company’s history....<img src="http://feeds.feedburner.com/~r/voiceofthecustomer/~4/FUwv1nk6dFY" height="1" width="1"/>

Jason Alley http://voiceofthecustomer.vanguard.net/voice_of_the_customer/2009/05/nortel-should-it-stay-or-should-it-go.html tag:typepad.com,2003:post-66413099 2009-05-05T14:46:38-07:00 2009-05-05T14:46:38-07:00

Moderated by: Jason Alley, Vanguard Communications Well, probably not… BUT, we all have to keep an eye on how Google moves their voice solutions forward in the enterprise. In a recent Computerworld article, “Google Apps Businesses Should Love Google Voice,”...<img src="http://feeds.feedburner.com/~r/voiceofthecustomer/~4/F4xl4R3rIT8" height="1" width="1"/>

Jason Alley http://voiceofthecustomer.vanguard.net/voice_of_the_customer/2009/05/google-your-next-contact-center-voice-platform.html tag:typepad.com,2003:post-65792321 2009-04-20T22:07:41-07:00 2009-05-05T14:47:49-07:00

A recent client call included some interesting dialogue around why someone would move forward with deploying remote/home agents. Some see it as an opportunity to motivate existing agents - top agents being rewarded with the opportunity to work from home....<img src="http://feeds.feedburner.com/~r/voiceofthecustomer/~4/8Divd36iQQY" height="1" width="1"/>

Jason Alley http://voiceofthecustomer.vanguard.net/voice_of_the_customer/2009/04/remote-agents-remain-a-hot-topic.html tag:typepad.com,2003:post-65427687 2009-04-13T18:17:48-07:00 2009-05-05T14:48:34-07:00

Moderated by: Elaine Cascio, Vanguard Communications Despite all the talk about customer experience, it surprises me that so many companies are still not looking across channels to understand where they can be delivering the best experience to their customers. Most...<img src="http://feeds.feedburner.com/~r/voiceofthecustomer/~4/R6ENLXEk41A" height="1" width="1"/>

Jason Alley http://voiceofthecustomer.vanguard.net/voice_of_the_customer/2009/04/right-channel-your-apps-to-improve-customer-satisfaction.html tag:typepad.com,2003:post-65232587 2009-04-08T10:50:22-07:00 2009-04-13T18:19:01-07:00

Moderated by: Linda Van Doren, Vanguard Communications In these challenging economic times, everyone’s making sacrifices. Headlines inform us that employees are taking voluntary time off, furloughs and pay cuts. Overtime is a thing of the past. Call centers especially have...<img src="http://feeds.feedburner.com/~r/voiceofthecustomer/~4/ka69OtG8AtE" height="1" width="1"/>

Jason Alley http://voiceofthecustomer.vanguard.net/voice_of_the_customer/2009/04/improve-customer-experience-by-putting-your-customers-second.html tag:typepad.com,2003:post-64871553 2009-03-30T22:33:36-07:00 2009-04-08T10:51:15-07:00

Moderated by: Anne Keefer, Vanguard Communications There have been more than one or two posts about the importance of metrics and why they matter. I would like to share three of my own real life experiences. My experiences may give...<img src="http://feeds.feedburner.com/~r/voiceofthecustomer/~4/l6YWV-F6G_M" height="1" width="1"/>

Jason Alley http://voiceofthecustomer.vanguard.net/voice_of_the_customer/2009/03/a-peek-at-the-playbook.html tag:typepad.com,2003:post-64522227 2009-03-23T13:30:14-07:00 2009-04-08T10:52:14-07:00

VoiceCon, a key industry event, will be held next week in Orlando. Allan Sulkin provides a useful historical perspectiveof the event in a recent NoJitter posting. As Allan mentions, the focus of the show has morphed with the market. Unified...<img src="http://feeds.feedburner.com/~r/voiceofthecustomer/~4/uzp1EocPa98" height="1" width="1"/>

Jason Alley http://voiceofthecustomer.vanguard.net/voice_of_the_customer/2009/03/contact-center-sessions-voicecon-orlando.html tag:typepad.com,2003:post-64240767 2009-03-16T19:49:25-07:00 2009-03-23T13:31:30-07:00

Moderated by: David Powis, Vanguard Communications The latest telecom news hit the online Wall Street Journal on March 12th; "Nortel Is in Talks to Sell Key Units to Rivals." What nearly made me spill my breakfast tea was that one...<img src="http://feeds.feedburner.com/~r/voiceofthecustomer/~4/HCSKpAy1kBU" height="1" width="1"/>

Jason Alley http://voiceofthecustomer.vanguard.net/voice_of_the_customer/2009/03/then-there-were.html tag:typepad.com,2003:post-63603579 2009-03-03T13:28:09-08:00 2009-03-16T19:50:16-07:00

Moderated by: Jason Alley, Vanguard Communications For years, often to the dismay of my family, my Dad (Bob Alley - former HP contact center visionary) and I have enjoyed rich conversations about the contact center and the greater communications market....<img src="http://feeds.feedburner.com/~r/voiceofthecustomer/~4/tpY-tRFaEXM" height="1" width="1"/>

Jason Alley http://voiceofthecustomer.vanguard.net/voice_of_the_customer/2009/03/what-do-open-source-microsoft-and-on-demand-communications-have-in-common.html