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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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Can cost-effective automation really provide value over human agents? Common wisdom in the contact center space is that human customer service is by its very nature better than automation. But is that always the case? What if you could create... Continue reading
Posted yesterday at Spoken Communications
Agreed! More organizations should see the call center as a customer loyalty center rather than as a cost center.
1 reply
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How well will your call center technology be serving you in five years? Or 10? Frequently upgrading your call center technology can take a toll on your wallet, your productivity and your business continuity. To be truly effective, enterprise contact... Continue reading
Posted Jul 7, 2015 at Spoken Communications
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Your IVR is the front line for customer experience. But is it killing your CSAT scores? You’d be hard-pressed to find a consumer who doesn’t become flustered by a poorly designed interactive voice response (IVR) system. In fact, 42 percent... Continue reading
Posted Jun 22, 2015 at Spoken Communications
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How a cloud contact center is opening doors for people with disabilities This month, some of the Spoken team had the honor of speaking at the SourceAmerica conference, an event devoted to pairing people with disabilities and veterans with work... Continue reading
Posted May 26, 2015 at Spoken Communications
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When was the last time you took a good, long look at your call recording? Call recording technology has existed for nearly as long as call centers (decades), but functional advances have been made to its capabilities all along, so... Continue reading
Posted May 6, 2015 at Spoken Communications
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What makes for a good IVR experience? Have you ever had one of those times when you were trying to solve an issue, say, with your cable service, or perhaps an online purchase, and you had great difficulty even getting... Continue reading
Posted Apr 2, 2015 at Spoken Communications
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Did you know that 50-70% of people spend six or more hours sitting every day? And that 20-35% spend four or more hours a day watching TV? According to Genevieve Healy, PhD, we have become so sedentary that 30 minutes... Continue reading
Posted Mar 4, 2015 at Spoken Communications
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What are the practical applications of speech analytics in the call center and what do you need to know before deployment? The industry is abuzz with the opportunities presented through speech analytics, but most call centers are still unsure of... Continue reading
Posted Oct 10, 2014 at Spoken Communications
Thanks to Renée Epple of Guthy|Renker for a detailed case study of all the Spoken Smart IVR can do for a direct marketing enterprise! Continue reading
Posted Sep 11, 2014 at Spoken Communications
Thanks to all our panelists for their great insights on outsourcer trends and relationship management! Continue reading
Posted Sep 11, 2014 at Spoken Communications
Another popular session at #Boost14! Bruce Glenn of Avaya gave a great session on best practices for multimedia call centers: Continue reading
Posted Sep 10, 2014 at Spoken Communications
A great discussion of speech analytics in the call center at #Boost14! Continue reading
Posted Sep 10, 2014 at Spoken Communications
Our most popular panel on best practices for analyzing big data at #Boost14 was very informative! Thanks to all for participating; slides are below: Continue reading
Posted Sep 10, 2014 at Spoken Communications
Focus and feedback on Spoken's big data performance management tool, Spoken Engage, presented at #Boost14: Continue reading
Posted Sep 10, 2014 at Spoken Communications
Keynote by Spoken CEO Howard Lee on six key trends call center CIOs, CTOs and operations teams need to be aware of, given at #Boost14: Continue reading
Posted Sep 10, 2014 at Spoken Communications
Mary Whipple, three-time Olympic medalist, shared her insights on teamwork at #Boost14. Continue reading
Posted Sep 10, 2014 at Spoken Communications
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Is your contact center turning off millennials? I am a millennial. I first logged onto my dad’s AOL account at age 10 and have been connected ever since. The term "millennial" refers to anyone reaching young adulthood in the early... Continue reading
Posted Aug 15, 2014 at Spoken Communications
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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 Jul 29, 2014 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