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Spoken Communications
Seattle, WA
Social Media Manager for Spoken, when the caller experience matters
Interests: avaya, call center, contact center, marketing, customer service, customer experience, voice recognition, direct marketing, call centers, speech recognition, ivr, phone trees
Recent Activity
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What do you need to know about WebRTC and the contact center How does today’s hyper-connected lifestyle translate to the customer experience? This question is one that continues to challenge organizations in their daily operations. In previous posts, we wrote... Continue reading
Posted yesterday at Spoken Communications
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Cross channel webinar with Forrester analyst Art Schoeller Wednesday, March 26th, 11:30 AM Pacific Once appointed as the sole touch point between a company and their customer, the enterprise call center still reigns as the primary front line of customer... Continue reading
Posted Mar 25, 2014 at Spoken Communications
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Are you still paying for peak rather than actual usage? by Heidi Miller, Chief Conversation Officer For years, service consumers have settled for paying for an predetermined package rather than for actual metered usage. Consumers have shelled out hundreds of... Continue reading
Posted Mar 25, 2014 at Spoken Communications
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In the age of Siri, what are the new best practices for speech recongition in the modern call center? It seems sometimes as if call centers haven't changed in the last 20 years, doesn't it? There have been innovations, to... Continue reading
Posted Mar 11, 2014 at Spoken Communications
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The best links on contact center technology and the customer experience by Heidi Miller, Chief Conversation Officer What is new with contact center technology and the customer experience this month? Everything! From SIP trunking to call recording to new studies... Continue reading
Posted Feb 27, 2014 at Spoken Communications
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Study shows that moving your contact center to the cloud empowers the organization to reduce costs, improve reliability and increase agent productivity By Shawnrene Keppel, Marking Assistant Moving your contact center to the cloud is one of the best things... Continue reading
Posted Feb 25, 2014 at Spoken Communications
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A side-be-side comparison of on-premise vs. cloud contact center call recording by John Nicholson, Sales Engineer Call recording, or the audio capture of contact center interactions, is a common requirement for quality assurance, historical reference and sometime for legal compliance... Continue reading
Posted Feb 4, 2014 at Spoken Communications
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The best links on contact centers and the customer experience by Heidi Miller, Chief Conversation Officer Every January, the blogosphere and industry journals are abuzz with predictions for 2014 that will change the call center and customer service industries, and... Continue reading
Posted Jan 24, 2014 at Spoken Communications
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Think you know contact centers? Think again. This ain't your grandma's contact center. As enterprises continue to hone in on improving the customer experience, the call center industry has been undergoing a much needed image overhaul. Unfortunately, reversing consumer perception... Continue reading
Posted Jan 10, 2014 at Spoken Communications
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Come meet the Spoken team at our first open house January 15th, 5:00-7:00 PM Welcome to Spoken's new offices! Spoken has been around since 2005, and since about 2009, we have been in "stealth mode," quietly working with the in-house... Continue reading
Posted Dec 31, 2013 at Spoken Communications
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The concept of a contact center is quickly evolving into more of a contact network as agents increasingly work from home or remote locations. For the most part, these virtual contact centers, powered by highly pervasive and available solutions such... Continue reading
Posted Dec 19, 2013 at Spoken Communications
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What changes did 2013 bring to the contact center? With customer experience being the key theme of 2013, call centers took center stage as enterprises increasingly experienced and communicated the value and opportunities attached to their role in improving customer... Continue reading
Posted Dec 12, 2013 at Spoken Communications
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Photo Credit: NASA Goddard MODIS Rapid Response Team Helping our friends in the Philippines Like many around the world, we at Spoken have been stunned by the devastation in the Philippines caused by Typhoon Haiyan last week. As of today,... Continue reading
Posted Nov 12, 2013 at Spoken Communications
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Jack Stack spoke at the #Inc5000 conference on the power of integrating full financial transparency throughout your business, straight down to the janitor Jack Stack spoke about radical transparency in business at the Inc 5000 conference. The key takeaway of... Continue reading
Posted Oct 16, 2013 at Spoken Communications
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Les McKeown spoke at the Inc5000 conference on the stages of business growth and how to achieve predictable success Phase 1 is Early Struggle: a race against time. You may think you have a profitable, sustainable market, but what you... Continue reading
Posted Oct 14, 2013 at Spoken Communications
[View the story "Twitter chat #CCDemo13: Remote call center agents" on Storify] Continue reading
Posted Oct 3, 2013 at Spoken Communications
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Can your call center agents handle enraged callers? by Heidi Miller, Chief Conversation Officer While most customers are at least a tad annoyed and impatient by the time they dial in to your call center, others display more intense emotions... Continue reading
Posted Sep 18, 2013 at Spoken Communications
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Your data ain't as big as you think it is Are you on the big data bandwagon? Since I'm on the marketing team to help develop messaging around Spoken's new big data tool, I have been keeping an eye out... Continue reading
Posted Sep 11, 2013 at Spoken Communications
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Cloud-based contact center platforms are now reliable, secure and robust. So what is preventing brands from transitioning to the cloud? by Heidi Miller, Chief Conversation Officer Now that cloud technology is on the plateau of the hype cycle, solution options... Continue reading
Posted Aug 27, 2013 at Spoken Communications
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At the GartnerCRM summit, an enlightening session using real customer case studies and data to show the trends and techniques for winning customer service on social media [cross-posted at www.heidi-miller.com] Jenny Sussin, Principal Research Analyst at Gartner with a primary... Continue reading
Posted May 1, 2013 at Spoken Communications
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What is the difference between customer service and the customer experience, and why does it matter? An interesting discussion on the LinkedIn Customer Experience Professionals group centers around the distinction between two terms all too often used interchangeably: "customer service"... Continue reading
Posted Apr 23, 2013 at Spoken Communications
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What you need to know to implement virtual, work-from-home agents successfully Over the past five years, the work-from-home or "virtual" agent model has grown in popularity. According to IT consulting giant ICD, nearly 310,000 home-based agents will be working in... Continue reading
Posted Jan 22, 2013 at Spoken Communications
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SIP trunking is becoming the telephony protocol du jour in call centers. But is SIP trunking worth the integration headaches? We've discussed the basic differences between SIP and TDM before. Briefly, SIP is a protocol for controlling and directing communications,... Continue reading
Posted Oct 2, 2012 at Spoken Communications
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Recent research indicates the cloud is coming of age for contact centers Last month, Forrester produced a stellar piece of research on the rate of cloud adoption by call centers, (Forrester Research, Inc., Is It Time To Move Your Contact... Continue reading
Posted Jul 17, 2012 at Spoken Communications
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Ever wonder how we got to Siri? This nifty infographic captures the history of speech recognition, beginning with Pope Sylvester II's Brazen Head, which reportedly gave yes/no answers to questions, kind of like an ancient Magic Eight Ball. I think... Continue reading
Posted Jul 11, 2012 at Spoken Communications