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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

Social Customer Service in Action

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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Customer service vs. customer experience: what's the difference?

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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Seven key areas to address for work-from-home agent success

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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To SIP or not to SIP

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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Is it time to move your contact center to the cloud?

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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The evolution of speech recognition [INFOGRAPHIC]

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

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[INFOGRAPHIC] Why the call center won't go away

The call center is still at the heart of customer service, despite competition from online self-service, web chat and smartphone apps. With all the fuss about multi-channel communications and unified communications in the call center, you'd think that the phone... Continue reading

Posted Jul 3, 2012 at Spoken Communications

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The most convincing video against texting and driving

How dangerous is texting while driving? Ask someone who is required to do it. We've published statistics on the dangers of texting while driving, and as a speech recogniton company, we look at voice control as a possible solution. However,... Continue reading

Posted May 10, 2012 at Spoken Communications

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This week in customer service

The best links on customer service this week Every week brings new studies, information and even good, old-fashioned books on the call center and how it can be used to improve customer service. We curate the content and bring you... Continue reading

Posted May 8, 2012 at Spoken Communications

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How Siri is making your call center look bad

It's not easy running a contact center in the age of Siri. Customer expectations of speech recognition are more complex and higher than ever, and traditional speech rec IVRs can't keep up. What is a call center to do? If... Continue reading

Posted Mar 20, 2012 at Spoken Communications

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Gartner: the personal cloud will replace the PC by 2014

In an announcement that was shocking to some and shrugworthy to others, yesterday Gartner predicted the post-PC era by 2014, stating that most consumer tasks will be performed virtually, in the cloud. Citing five consumer megatrends in personal computing, independent... Continue reading

Posted Mar 14, 2012 at Spoken Communications

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SIP vs TDM for the Contact Center

SIP protocol has been around for years, but it's been gaining popularity in the contact center space. Why are call centers rushing to convert to SIP? Frost & Sullivan revealed that the North American VoIP access and SIP trunking services... Continue reading

Posted Feb 15, 2012 at Spoken Communications

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Shania-- Interesting! I think of tablets as more expensive and cutting edge technology--not words traditionally associated with the contact center. However, if tablets become more ubiquitous and affordable, it's entirely likely that remote agents end up working from them.

Commented Feb 13, 2012 on Top 5 Call Center Trend Predictions for 2012 at Spoken Communications

1 reply

Charles-- Thanks for the link; I'll check it out. To clarify, it's not Siri technology but developed independently, right?

Commented Feb 9, 2012 on Mobile Voice Search: the survey revealed at Spoken Communications

1 reply

How one bank rethought automated customer service

There is nothing new that can be done to differentiate brands via IVRs. Unless, of course, you're a Norwegian bank sponsoring a boys' choir. In that case, you can totally rock the IVR by having the boys' choir sing every... Continue reading

Posted Feb 1, 2012 at Spoken Communications

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Top 5 Call Center Trend Predictions for 2012

2012 will bring shifts to the cloud, to SIP, to at-home agents and show the big data winners This year has seen a lot of changes in the call center space. Within an industry that is notoriously slow to change... Continue reading

Posted Dec 30, 2011 at Spoken Communications

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The worst customer service fail of 2011

If you've ever feared a bad customer service incident going viral, don't read this; you'll have nightmares for weeks. The blogosphere has been abuzz with the stunningly bad customer service one gamer received from a third-party marketing company charged with... Continue reading

Posted Dec 29, 2011 at Spoken Communications

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Boring is good: Using Big Data to Enhance the Customer Experience

Thanks to Altamont for the opportunity to speak in front of such an amazing group this afternoon! The theme of the talk was that current customer experience metrics aren't necessarily accurately measuring what the customer wants, which is: Did you... Continue reading

Posted Dec 6, 2011 at Spoken Communications

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A better way to evaluate customer service on social channels

Is social media stealing customer care away from more valid callers in the call center? And is that necessarily a bad thing? With the rise of social media has come a rise in customer expression through social media channels. Who... Continue reading

Posted Nov 23, 2011 at Spoken Communications

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Good robots vs bad robots: two cases of customer service automation

Good robots versus bad robots: in customer service automation, there are winners and losers. There is good customer service, and there is bad customer service. What makes for a good automated experience versus an evil one? Cross-posted to Talk It... Continue reading

Posted Nov 15, 2011 at Spoken Communications

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Benefits of remote agents (part 2) - Productivity myths exploded

Myth #2 regarding a remote agent workforce: it's harder to monitor quality and performance of at-home agents. Exploded: with virtual technology systems available today, it's actually much easier. This post is the second in a series exploring the benefits and... Continue reading

Posted Nov 10, 2011 at Spoken Communications

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Call Center Links: News from the front

Worried you missed something big last week in the world of call center news and innovation because you were busy on the front lines? Here's the quick Monday roundup of last week's headlines: Goodbye, thin clients; hello, system on a... Continue reading

Posted Nov 7, 2011 at Spoken Communications

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Benefits of remote agents (part 1) - Expanded skills recruiting

While cost efficiency is usually the primary driver of the shift to remote agents, organizations are reporting expanded recruiting abilities and retention of more highly skilled and qualified agents with the shift to home-based agents. This post is the first... Continue reading

Posted Nov 2, 2011 at Spoken Communications

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Call Center Links: TDM vs SIP

Confused about the benefits of staying with TDM or switching to SIP? There has been a lot of talk brewing on call center sites, groups and periodicals on the benefits of making the move from the legacy analog TDM (Time-Division... Continue reading

Posted Oct 25, 2011 at Spoken Communications

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What does your customer actually want?

What do your customers actually want, and what are you delivering? Thanks to Marsha Collier for passing on this afternoon funny: And the comic gets a chuckle because we've all been there. We have been the project manager or marketer... Continue reading

Posted Oct 19, 2011 at Spoken Communications

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