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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
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
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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