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  • Today marks the official acquisition of Spoken Communications. This is the beginning of the next step in the journey, find out where we’re going.

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Good Migrations – Moving to the Cloud At Your Own Pace

David Rollison | April 3, 2018

What’s the best way to move from on-prem to the cloud? Is it the whole contact center at once? Or maybe just a handful of agents? The answer is whatever you want it to be.

The Hidden Costs of Replatforming Your Contact Center

David Rollison | March 27, 2018

All cloud contact center platforms are not created equal. On paper, it looks like they might be the same, but what happens when you look at hidden costs?

Onward and Upward to Success

Mo Afshar | March 12, 2018

Today marks the official acquisition of Spoken Communications. This is the beginning of the next step in the journey, find out where we’re going.

What Would You Say You Do Here?

David Rollison | March 8, 2018

CCaaS, unified communications, AI-powered contact centers. What do all of these things mean? Find out what Spoken technology can do for your contact center.

Spoken Communications is Hiring

Jon Gettinger | February 22, 2018

We have a ton of new positions open in Seattle. Want to join a fantastic team? Find out more about us and our career opportunities.

Cloud Questions: What is a CCaaS Pod?

David Rollison | February 21, 2018

We’ve got cloud, you’ve got questions. Have you heard of CCaaS Pods? Do you know what they are and what they do? Hop into our blog to find out more.

The AI Connection to IntelligentWire

Mo Afshar | February 16, 2018

AI is a term used by many companies in many ways, it can be difficult to figure out “What’s AI about that?” Glad you asked, let’s chat about IntelligentWire

Stories We Love

David Rollison | February 14, 2018

This Valentine’s Day, gather ’round the internet machine to take a read through a selection of love notes in the press over the last few weeks.

Why are we here, Part 2 – IntelligentWire

Mo Afshar | February 8, 2018

Mo Afshar takes a deeper dive into what Spoken’s intended acquisition by Avaya means for the market, this time discussing our AI product, IntelligentWire

Why are we here

Mo Afshar | February 1, 2018

CEO of Spoken Communications, Mo Afshar, shares his thoughts on the future of the market with the intended acquisition of Spoken by Avaya

The Top 3 Revelations from Avaya Engage Day 1 Keynote

David Rollison | January 30, 2018

There was a lot of big news out of Avaya Engage’s Day 1 Keynote, not the least of which was the announcement of Avaya’s intended acquisition of Spoken Communications.

Top 3 Contact Center Predictions for 2018

David Rollison | December 27, 2017
new year 2018

With 2017 at a close, it’s time to look towards the new year and discover the top technology on the horizon for contact centers in 2018.

The New Road Ahead for Avaya

Mo Afshar | December 14, 2017
Avaya logo

Avaya has announced it will be emerging from chapter 11 by the end of 2017. What does this mean for their customers, and what does it mean for us?

The 2 Biggest Reasons Avaya Contact Centers are Clamoring for Oceana

David Rollison | November 28, 2017

Avaya Oceana is the way for your business to engage with your customers wherever they are. And Spoken is the fastest way to get there.

Spoken Gives Back at Treehouse

David Rollison | November 20, 2017

A group from Spoken spent the day volunteering at a Seattle org known as Treehouse, which serves children in Foster care in the Puget Sound area.

3 Quick Contact Center Tips for Peak Holiday Performance

David Rollison | November 14, 2017

With the holidays almost here, you contact center has never been busier. By using these three tips, the season can go smoother than ever.

3 Frightening Contact Center Problems Solved with Cloud

David Rollison | October 31, 2017

Darkness falls across the land; the midnight hour is close at hand; customers call in search of blood to terrorize your neighborhood.

Why Contact Centers are Moving to the Cloud

David Rollison | October 2, 2017

More and more contact centers are choosing to bring their businesses to the modern era by transitioning to cloud solutions.

How the Cloud Keeps Your Avaya Contact Center Up to Date

Stan Shurygailo | September 20, 2017

Keeping your Avaya contact center up to date can be a daunting task, and many businesses choose to skip the process entirely. The cloud changes that.

Join Yishay Carmiel at The O’Reilly Artificial Intelligence Conference

David Rollison | September 14, 2017

Yishay Carmiel of IntelligentWire will be speaking at the O’Reilly Artificial Intelligence Conference in San Francisco, CA on Wed, Sept 20.

Self-Service in the Modern Contact Center

Brian Silverman | September 13, 2017

One of the major benefits of a cloud platform for your Avaya contact center is self-service, allowing you to quickly on and off board employees.

Optimize Your Customer Experience with Spoken’s Whisper and Barge Features

Kristina Susser | September 12, 2017
Supervisor assisting an agent with customer experience

Spoken’s cloud platform for Avaya contact centers comes bundled with Whisper and Barge – a training tool to ensure superior customer experience.

Preparing for Seasonality in Your Avaya Contact Center

Jon Gettinger | August 31, 2017
Contact Center at full staff during peak seasonality

How does a cloud solution for your Avaya contact center prepare your business for the shifting needs dictated by seasonality?

Why Martin Doesn’t Think About Contact Center Security

David Rollison | August 28, 2017

Take a look at our latest infographic that details the security features baked into Spoken’s cloud platform for Avaya contact centers.

Is Your Avaya Contact Center Ready for the Future?

Mo Afshar | August 23, 2017
choosing yes for future contact center

Before moving your Avaya contact center to the cloud, it’s best to know what you should expect. This week: Does the cloud save you money?

Head of Spoken Labs discusses deep learning breakthroughs revolutionizing conversational AI at SpeechTek 2017

Spoken | May 22, 2017

For any company looking to learn about deploying speech technology for business applications, SpeechTEK 2017 was a must-attend event. The event took place in Washington, D.C. and offered attendees the

Spoken Customer Arise Virtual Solutions Named Finalist for the 2017 ICMI Global Contact Center Awards

Spoken | March 16, 2017

A growing number of Americans are working from home.  Whether they are self-employed entrepreneurs running small accounting services, telecommuting for large, multinational firms or working as call center agents, some

The Spoken and Avaya Partnership

Mo Afshar | February 13, 2017

  So far, 2017 is shaping up to be a great year! I am very eager to share some details with you related to the strategic partnership with Avaya that

Ensure Your Remote Agents Have the Right Conversations

Sarah Schwitters | December 19, 2016
workforce-optimization-2

The ultimate goal of any call center is to deliver a positive customer experience. There are several components that lead to success. However, one important factor that the customer’s experience

Lower Cost of Ownership: Manage People, Not Technology

Sarah Schwitters | December 15, 2016
contact-center-workforce-optimization

A common contact center challenge is finding a solution that strikes a balance between maintaining the capital expenditures that keep their company functioning and at the same time managing the

Boost Contact Center Performance with SMART KPIs

Spoken | October 21, 2016

Defining and measuring SMART KPIs are proven to increase results across every area of the business including the contact center. Key Performance Indicators or KPIs are used to help managers

Past, Present and Future: The Evolution of Voice Technology

Spoken | October 19, 2016

In today’s world, it seems that technology is constantly changing and getting more and more advanced with each passing day. With these rapid advances, it would seem that the technology

What is CCaaS?

Spoken | September 14, 2016

A look at CCaaS benefits and the rise in this new technology The role of the contact center is evolving. Gone are the days when consumers would stay loyal despite

Spoken Simplifies Contact Center Shift to Omnichannel

Spoken | September 12, 2016

With 68% of US adults using smartphones and interacting across multiple platforms and modes of communication, contact centers must shift to omnichannel communications… and the shift brings a new set

Empower Your Employees to Serve Your Customers

Spoken | August 10, 2016
Empower Your Employees to Serve Your Customers

Empowering employees to serve the customer requires leadership from the top down.

The Quality Smackdown: Live Call-Monitoring or Agent-Evaluations?

Spoken | August 9, 2016

Check out this article on the importance of call monitoring in your contact center.

What is VoIP?

Spoken | August 9, 2016

Explaining what VoIP is and the benefits and drawbacks, with infographic

What is Six Sigma and why you should care

Spoken | August 9, 2016

What is Six Sigma and why you should care, including a recent call center case study.

What is open source and why should you care?

Spoken | August 9, 2016

What the open source software development movement is, how it compares to the proprietary software approach and why you should care

What is Bad Customer Service?

Spoken | August 9, 2016

The number one reason your callers complain about bad customer service may be due to your IVR. Infographic and case study.

What is an IVR?

Spoken | August 9, 2016

What is an IVR?

Voice Recognition Doesn’t Reduce Distracted Driving

Spoken | August 9, 2016

Does in-car speech recognition reduce distracted driving?

The Top 5 Ways Cloud Models Impact Revenue

Spoken | August 9, 2016

How can a contact center cloud impact your bottom line revenues? Five ways.

The Top 10 Things All Business Owners should know about the Cloud in 2015

Spoken | August 9, 2016

10 things you should know about the cloud in 2015, including security, growth, current volume and more

Top 10 Call Center Trends to Track in 2016

Spoken | August 9, 2016

The top call center and customer service trends to monitor in 2016

Three things a smart IVR can do that Siri can’t

Spoken | August 9, 2016

Siri seems to be so much better than the call center IVR. But here are three things a smart IVR can do that Siri can’t–including delivering ROI.

Top Three Misconceptions About CCaaS Solutions [Webinar]

Spoken | August 9, 2016

We clear up 3 common misconceptions about CCaaS and invite you to join our webinar June 15th.

Three Business Intelligence Trends Impacting your Contact Center in 2016

Spoken | August 9, 2016

All businesses use BI but let’s take a look at how Business Intelligence impacts the call center and the 2016 trends that are driving that.

The Top Five Benefits of SIP Trunking Explained

Spoken | August 9, 2016

Infographic on the benefits of SIP trunking

The fine art of under-promising and over-delivering

Spoken | August 9, 2016

Is is better to aim high or to under-promise in customer service?

Webinar: a customer perspective on transitioning to the Spoken Avaya CCaaS cloud

Spoken | August 9, 2016

What if we told you that you could keep all of your beloved Avaya call center technology and seamlessly transition to the cloud at the same time?

Social customer service: the changing call center landscape

Spoken | August 9, 2016

Learn how social media is changing the customer service industry in this informative infographic.

Six steps to recruiting and retaining the best call center agents

Spoken | August 9, 2016

How to recruit and hire the best call center agents and improve agent retention rates and happiness

Six cloud predictions for 2016

Spoken | August 9, 2016

The cloud has been around since 1999, and cloud usage has been exploding in recent years. What do the experts say 2016 will bring for cloud innovation and adoption rates?

Six barriers to entry to the Avaya cloud call center (and how to overcome them)

Spoken | August 9, 2016

Six barriers to entry to an Avaya cloud call center transition. Why isn’t your Avaya contact center in the cloud?

Seven tips to make your call center mobile-ready

Spoken | August 9, 2016

Is your call center mobile ready? Six tips for making your contact center more friendly to mobile and smartphone callers.

Seven Things to Consider Before Selecting a Private Cloud Vendor

Spoken | August 9, 2016

Is a private cloud the right choice for your Avaya call center? Private cloud, public cloud and hybrid cloud call center options.

The Secret to Awesome Call Center Management

Spoken | August 9, 2016

Tips for keeping call center agents happy in order to reduce turnover and increase employee retention

Quality monitoring best practices for 2016

Spoken | August 9, 2016

How has mobile affected quality monitoring best practices for 2016

Quality News: What will Process Analytics bring in 2016?

Spoken | August 9, 2016

Call centers can improve customer service via process analytics. Quality trends in 2016, including predictive analytics and extreme collaboration.

How does the presidential election cycle impact your business?

Spoken | August 9, 2016

Politics: Does the presidential election impact business?

Four tips for working with Millennials

Spoken | August 9, 2016

How to understand, appreciate and leverage your Millennial workforce

Keeping workplace productivity high is as easy as 1-2-3

Spoken | August 9, 2016

How do you keep productivity high?” Here’s some information that offers more targeted tips for the specific demands of today’s worker.

Know before you go: tips for maximizing your IAUG experience

Spoken | August 9, 2016

Tips on maximizing your #AvayaEngage experience: what to pack, mapping your plan and staying informed.

Humans vs. Robots: Are the Droids Taking Our Call Center Jobs?

Spoken | August 9, 2016

Are call center robots and automation replacing humans in the workplace, and is that a bad thing?

How to script an awesome IVR customer satisfaction survey

Spoken | August 9, 2016

Three tips for scripting a post-call CSAT survey using an IVR.

How to schedule call center performance reports

Spoken | August 9, 2016

How to schedule performance and QA reports in Spoken Engage and HyperQuality ClearMetrix online platforms

How to lose at Buzzword Bingo

Spoken | August 9, 2016

Buzzwords: what are they and why do we use them? The definition of a “buzzword” is: a word or phrase, often an item of jargon, that is fashionable at a particular time or in a particular context. Check out these buzzwords and play a game of Buzzword Bingo.

Yes, the cloud can reduce your carbon footprint

Spoken | August 9, 2016

How enabling remote agents with a cloud contact center can help you save the earth–and your bottom line

How automated Voice Assessment can save you time and money

Spoken | August 9, 2016

How Spoken Voice Assessment IVR can speed agent recruiting and onboarding

Six things CEOs should do every day

Spoken | August 9, 2016

Productivity and management tips from top CEOS

Five reasons not to put off your customer satisfaction surveys

Spoken | August 9, 2016

Why it’s time to revisit and renovate your customer satisfaction survey right now: you’re losing money

Do’s and Don’ts of CRM

Spoken | August 9, 2016

Want to learn a bit more about what to do and not do with your CRM? Read this quick blog post with infographic for a quick overview.

Top five customer service trends of 2016

Spoken | August 9, 2016

Trends that will impact customer service in 2016.

Customer retention vs customer acquisition: the real cost difference

Spoken | August 9, 2016

Delving beyond the statistics of customer acquisition versus customer retention–why not marry the two?

Customer retention 101: five tips for customer service

Spoken | August 9, 2016

Five tips for customer retention and engagement

Customer churn: the causes and the remedy

Spoken | August 9, 2016

Are your customers leaving because of your service or product? Here’s the solution.

New credit card muting service helps call centers avoid credit card data theft

Spoken | August 9, 2016

How to increase security with credit card masking and redaction on call center audio recording and screen capture videos

Cloud vs On Premise Call Recording [INFOGRAPHIC]

Spoken | August 9, 2016

Infographic comparing the benefits of premise-bases to cloud-based call recording call center solutions

Cloud News: How vendors provide APIs

Spoken | August 9, 2016

Cloud APIs are segmented into infrastructure, service or platform and application. Here’s a brief explanation of each.

Afraid of the cloud transition? These three steps can help.

Spoken | August 9, 2016

Three easy steps to gradually transition your call center to the cloud

Cloud Security: What are the emerging standards?

Spoken | August 9, 2016

One of the primary cloud predictions for 2016 was that cloud security would be one of the key emerging concerns, and this is proving to be true.

Cloud Analytics helps IT, but how?

Spoken | August 9, 2016

Wondering how cloud analytics can help the IT group? This blog looks at the cloud trends in 2016 and how cloud analytics helps IT.

Call center tech glossary: what is an ACD?

Spoken | August 9, 2016

Defining the ACD functionality, the debut post of the call center technology glossary series

Call center glossary:  What is AHT?

Spoken | August 9, 2016

Part of our ongoing call center technology glossary series: what is Average Handle Time, and how and why do we reduce it?

Call Center TCO: Why It Doesn’t Matter

Spoken | August 9, 2016

Why the old formula of total cost of ownership (TCO) doesnt work for the modern cloud call center–and what does work to prove value and cost savings

Seven call center must-read books for 2016

Spoken | August 9, 2016

Are you managing a call center or infrastructure and technology for customer care? Check out our call center reading list for the best reads for 2016.

Tell me something I don’t know: four insights your call center analytics SHOULD reveal

Spoken | August 9, 2016

Tell me something I don’t know: four insights your call center analytics SHOULD reveal

How to build your corporate culture

Spoken | August 9, 2016

Company culture: We hear this term so much in today’s vernacular, but what exactly IS company culture? Good question!

How to bounce back from your worst mistake

Spoken | August 9, 2016

Everyone makes mistakes. Leadership tips on how to bounce back from your worst failure.

Body Language 101 for Business

Spoken | August 9, 2016

Does our body language REALLY matter in our day to day communication? Read more to find out.

Becoming more productive at work: It’s easier than you think

Spoken | August 9, 2016

Have you ever observed the habits of highly productive people? We took some time to do that and here’s what we found:

Is an Avaya hybrid cloud right for your call center?

Spoken | August 9, 2016

Is an Avaya public, private or hybrid call center as a service (CCaaS) cloud right for your organization?

7 things CEOs should know about social media

Spoken | August 9, 2016

Wondering if the executive team needs to get involved in social media? Here are 7 tips every CEO should know about social media.

5 tips for avoiding the office flu this winter

Spoken | August 9, 2016

Tips on how to stay healthy and avoid the flu this winter

2016 Cloud Trends Unfolding: insights from the end of Q2

Spoken | August 9, 2016

We’re nearly half way through 2016. Let’s take a look at how the predictions for 2016 are looking as we enter the second half of the year.

Yet another reason to move your call center to the cloud: future-proofing

Spoken | August 9, 2016

Yet another reason to move your call center to the cloud: future-proofing

Three tips for taming the complex call center cloud integration

Spoken | August 9, 2016

Three tips for taming the complex call center cloud integration

Budget slashed? Creating a cost-efficient IVR your customers will love

Spoken | August 9, 2016

Budget slashed? Creating a cost-efficient IVR your customers will love

Three ways your IVR can cut costs (while delighting customers)

Spoken | August 9, 2016

Budget slashed? Creating a cost-efficient IVR your customers will love

Is Your IVR Killing Your Customer Experience?

Spoken | August 9, 2016

Is Your IVR Killing Your Customer Experience?

Do you know where your customer service reviews are?

Spoken | August 9, 2016

Do you know where your customer service reviews are?

4 Ways to Increase Employee Engagement and Productivity

Spoken | August 9, 2016

4 Ways to Increase Employee Engagement and Productivity

Making Call Recording Sexy Again

Spoken | August 9, 2016

Making Call Recording Sexy Again

How the cloud contact center is opening doors for people with disabilities

Spoken | August 9, 2016

How the cloud contact center is opening doors for people with disabilities

What Do Baseball and Contact Center Technology Have in Common? More Than You Think

Spoken | August 9, 2016

What Do Baseball and Contact Center Technology Have in Common? More Than You Think

Is sitting killing your call center agents?

Spoken | August 9, 2016

Is sitting killing your call center agents?

What do you look for when choosing a SIP provider?

Spoken | August 9, 2016

We recently read a report from Software Advice regarding considerations for selecting and implementing a SIP provider. What exactly is SIP, you ask? SIP is an acronym for Session Initiation Protocol, which is basically a phone line or “trunking line” that allows Voice over Internet Protocol (VoIP) users to connect local and long-distance calls within a traditional phone network.

Dipping your toes into the cloud

Spoken | August 9, 2016

With all the talk about “The Cloud” these days, it’s easy, as a business owner or manager, to feel the pressure to “jump right in with both feet” and switch all of your operations to the cloud.

Is Your Call Center’s Mission Lived and Breathed Every Day?

Spoken | August 9, 2016

All contact centers should exist to meet one core business goal: resolve issues as quickly as possible while providing a level of customer service that can’t be found elsewhere. It’s easy to say that is the mission of your contact center, but do you walk the talk?

Four contact center trends you can’t ignore in 2015

Spoken | August 9, 2016

Four contact center trends you can’t ignore in 2015

Five Things You Need to Ask About Security When Choosing a Cloud Contact Center

Spoken | August 9, 2016

Five Things You Need to Ask About Security When Choosing a Cloud Contact Center

Six Things You Need to Know About the Modern Call Center

Spoken | August 9, 2016

Six Things You Need to Know About the Modern Call Center

Outsourcers Speak Out

Spoken | August 9, 2016

Outsourcers Speak Out

Is Your IVR Smarter Than a Fifth Grader?

Spoken | August 9, 2016

Is Your IVR Smarter Than a Fifth Grader?

How to Rock the Multichannel Call Center with Avaya

Spoken | August 9, 2016

How to Rock the Multichannel Call Center with Avaya

Harnessing the Power of Speech Analytics in the Call Center

Spoken | August 9, 2016

Harnessing the Power of Speech Analytics in the Call Center

Gold Medal Teamwork

Spoken | August 9, 2016

Gold Medal Teamwork

Focus and feedback: Spoken Engage

Spoken | August 9, 2016

Focus and feedback: Spoken Engage

Eating an Elephant: Analyzing Big Data in the Call Center

Spoken | August 9, 2016

Eating an Elephant: Analyzing Big Data in the Call Center

Six security features your work from home agents can’t live without

Spoken | August 9, 2016

Six security features your work from home agents can’t live without

Eating an Elephant: Analyzing Big Data in the Call Center

Spoken | August 9, 2016

Eating an Elephant: Analyzing Big Data in the Call Center

How to provide customer service to millennials

Spoken | August 9, 2016

How to provide customer service to millennials

Meet Howard Lee, Spoken CEO

Spoken | August 9, 2016

Meet Howard Lee, Spoken CEO

How WebRTC will transform the contact center

Spoken | August 9, 2016

How WebRTC will transform the contact center

Ask the Developers at Boost

Spoken | August 9, 2016

Ask the Developers at Boost

It takes two to tango: marketing and customer service in the contact center

Spoken | August 9, 2016

It takes two to tango: marketing and customer service in the contact center

Five tips to being a kick-butt remote agent

Spoken | August 9, 2016

Five tips to being a kick-butt remote agent

How JavaScript rocks the call center and why you should care

Spoken | August 9, 2016

How JavaScript rocks the call center and why you should care

Stop! Five Things You Must Consider Before Cross Channeling Your Contact Center

Spoken | August 9, 2016

Stop! Five Things You Must Consider Before Cross Channeling Your Contact Center

Modern call center best practices in the age of Siri

Spoken | August 9, 2016

Modern call center best practices in the age of Siri

Consumption economics: your guide to pay-by-the-drink call center pricing

Spoken | August 9, 2016

Consumption economics: your guide to pay-by-the-drink call center pricing

On premise or cloud: the call recording question

Spoken | August 9, 2016

On premise or cloud: the call recording question

Exploding the 5 Biggest Contact Center Myths

Spoken | August 9, 2016

Exploding the 5 Biggest Contact Center Myths

Top 10 Considerations for Virtual Contact Centers Webinar

Aimee Giese | August 9, 2016

Top 10 Considerations for Virtual Contact Centers Webinar

Spoken’s first open house

Aimee Giese | August 9, 2016

Spoken’s first open house

A Look at the Call Center Crystal Ball: 2013 Year in Review

Aimee Giese | August 9, 2016

A Look at the Call Center Crystal Ball: 2013 Year in Review

How to help those affected by Typhoon Haiyan

Aimee Giese | August 9, 2016

How to help those affected by Typhoon Haiyan

Twitter chat #CCDemo13: Remote call center agents

Aimee Giese | August 9, 2016

Twitter chat #CCDemo13: Remote call center agents

How to scale: business growth and how to sustain it

Aimee Giese | August 9, 2016

How to scale: business growth and how to sustain it

Your big data ain’t as big as you think

Aimee Giese | August 9, 2016

Your big data ain’t as big as you think

When do-it-yourself customer service doesn’t work

Aimee Giese | August 9, 2016

When do-it-yourself customer service doesn’t work

Customer meltdown 101: meet rage with sage

Aimee Giese | August 9, 2016

Customer meltdown 101: meet rage with sage

Making the business case for moving your call center to the cloud

Aimee Giese | August 9, 2016

Making the business case for moving your call center to the cloud

Social Customer Service in Action

Aimee Giese | August 9, 2016

Social Customer Service in Action

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

Aimee Giese | August 9, 2016

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

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

Aimee Giese | August 9, 2016

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

To SIP or not to SIP

Spoken | August 9, 2016

To SIP or not to SIP

The evolution of speech recognition [INFOGRAPHIC]

Spoken | August 9, 2016

The evolution of speech recognition [INFOGRAPHIC]

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

Spoken | August 9, 2016

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

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

Spoken | August 9, 2016

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

The most convincing video against texting and driving

Aimee Giese | August 9, 2016

The most convincing video against texting and driving

Instant America: Is your customer service ready?

Spoken | August 9, 2016

Instant America: Is your customer service ready?

How Siri is making your call center look bad

Aimee Giese | August 9, 2016

How Siri is making your call center look bad

Gartner: the personal cloud will replace the PC by 2014

Aimee Giese | August 9, 2016

Gartner: the personal cloud will replace the PC by 2014

SIP vs TDM for the Contact Center

Aimee Giese | August 9, 2016

SIP vs TDM for the Contact Center

How one bank rethought automated customer service

Aimee Giese | August 9, 2016

How one bank rethought automated customer service

Top 5 Call Center Trend Predictions for 2012

Spoken | August 9, 2016

Top 5 Call Center Trend Predictions for 2012

The worst customer service fail of 2011

Spoken | August 9, 2016

The worst customer service fail of 2011

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

Spoken | August 9, 2016

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

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

Spoken | August 9, 2016
Remote call center agents

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

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

Spoken | August 9, 2016

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

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

Spoken | August 9, 2016

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

A better way to evaluate customer service on social channels

Spoken | August 9, 2016

A better way to evaluate customer service on social channels

Call Center Links: News from the front

Spoken | August 9, 2016

Call Center Links: News from the front

Working from home: the infographic

Spoken | August 9, 2016

Working from home: the infographic

What does your customer actually want?

Spoken | August 9, 2016

What does your customer actually want?

Call Center Links: TDM vs SIP

Spoken | August 9, 2016

Call Center Links: TDM vs SIP

Links of the week: at-home agents, supermarket self-service and mobile customer service

Spoken | August 9, 2016

Links of the week: at-home agents, supermarket self-service and mobile customer service

Top Three Customer Service Complaints and How to Address Them

Spoken | August 9, 2016

Top Three Customer Service Complaints and How to Address Them

Teaching customer service to kids: Sitel’s new book, Agent D, Can You Help Me?

Spoken | August 9, 2016

Teaching customer service to kids: Sitel’s new book, Agent D, Can You Help Me?

The first step to employee engagement: employee satisfaction

Spoken | August 9, 2016

The first step to employee engagement: employee satisfaction

Customer Service roundup: will your customers or employees take a bullet for you?

Spoken | August 9, 2016

Customer Service roundup: will your customers or employees take a bullet for you?

Supermarkets: to self-serve or not to self-serve?

Spoken | August 9, 2016

Supermarkets: to self-serve or not to self-serve?

What customers want

Spoken | August 9, 2016

What customers want

Silliest IVR ever

Spoken | August 9, 2016

Silliest IVR ever

The Next Wave in Customer Service Technology

Spoken | August 9, 2016

The Next Wave in Customer Service Technology

Speech Recognition News: embedded vs. cloud, voice prosthesis, voice-to-email

Spoken | August 9, 2016

Speech Recognition News: embedded vs. cloud, voice prosthesis, voice-to-email

How to build loyalty in the face of customer expectations

Spoken | August 9, 2016

How to build loyalty in the face of customer expectations

Forget texting while driving; emailing while driving is the newest thing

Spoken | August 9, 2016

Forget texting while driving; emailing while driving is the newest thing

Twitter vs. Phone vs. Web: the Customer Service Smackdown

Spoken | August 9, 2016

Twitter vs. Phone vs. Web: the Customer Service Smackdown

Why even rats hate your customer service

Spoken | August 9, 2016

Why even rats hate your customer service

Consumer expectations: how slow is too slow for online support?

Spoken | August 9, 2016

Consumer expectations: how slow is too slow for online support?

Call Center Week in Review 1-24-11

Spoken | August 9, 2016

Call Center Week in Review 1-24-11

Top 7 Call Center and Customer Service Trends of 2010

Spoken | August 9, 2016

Top 7 Call Center and Customer Service Trends of 2010

Spoken is hiring: Contract Software Engineer

Spoken | August 9, 2016

Spoken is hiring: Contract Software Engineer

Slideshare: The mobile game-changer: how mobile affects your call center

Spoken | August 9, 2016

Slideshare: The mobile game-changer: how mobile affects your call center

Finding a True Virtual Call Center Model

Spoken | August 9, 2016

Finding a True Virtual Call Center Model

Does providing obnoxious customer service pay off?

Spoken | August 9, 2016

Does providing obnoxious customer service pay off?

Customer Service Fail

Spoken | August 9, 2016

Customer Service Fail

Call center scripting funny

Spoken | August 9, 2016

Call center scripting funny

Are offshoring and outsourcing over?

Spoken | August 9, 2016

Are offshoring and outsourcing over?

Webinar: The mobile game-changer: how mobile affects your call center

Spoken | August 9, 2016

Webinar: The mobile game-changer: how mobile affects your call center

The softer side of IVR: a warmer voice cuts costs

Spoken | August 9, 2016

The softer side of IVR: a warmer voice cuts costs

The great human versus robot debate: links for 11-10-10

Spoken | August 9, 2016

The great human versus robot debate: links for 11-10-10

IVR news: top links for 11-4-10

Spoken | August 9, 2016

IVR news: top links for 11-4-10

Four IVR Pitfalls and How to Avoid Them

Spoken | August 9, 2016
Spoken webinar - IVR pitfalls to avoid

Four IVR Pitfalls and How to Avoid Them

Top 5 Call Center links: Call center studies

Spoken | August 9, 2016

Top 5 Call Center links: Call center studies

Dogbert shows how not to do customer service

Spoken | August 9, 2016

Dogbert shows how not to do customer service

A new customer costs 6-7x more to acquire than an existing one does to retain

Spoken | August 9, 2016

Cost of acquiring a new customer: 6 to 7 times more than keeping exisiting

Call Center News: Top links for 10-28-10

Spoken | August 9, 2016

Call Center News: Top links for 10-28-10

Call Center Insights Webinar: Four IVR Pitfalls to Avoid

Spoken | August 9, 2016

Call Center Insights Webinar: Four IVR Pitfalls to Avoid

Top 5 contact center links: diagnosing lousy customer service

Spoken | August 9, 2016

Top 5 contact center links: diagnosing lousy customer service

Homesourcing: the new outsourcing

Spoken | August 9, 2016

Homesourcing: the new outsourcing

Two Scots walk into a (voice-activated) lift…

Spoken | August 9, 2016

Two Scots walk into a (voice-activated) lift…

Top 5 Links: Customer Care

Spoken | August 9, 2016

Top 5 Links: Customer Care

No more excuses: top customer service podcasts

Spoken | August 9, 2016

No more excuses: top customer service podcasts

McDonald’s McNugget Violence: Are customer expectations too high?

Spoken | August 9, 2016

McDonald’s McNugget Violence: Are customer expectations too high?

Voice recognition: is “close enough” good enough for your customers?

Spoken | August 9, 2016

Voice recognition: is “close enough” good enough for your customers?

Top 5 Uses for IVR (that customers love)

Spoken | August 9, 2016

Top 5 Uses for IVR (that customers love)

Top 5 Links: IVR best practices

Spoken | August 9, 2016

Top 5 Links: IVR best practices

Outsourced: the sitcom

Spoken | August 9, 2016

Outsourced: the sitcom

Brownies = great customer experience!

Spoken | August 9, 2016

Brownies = great customer experience!

No excuses: Best Practices for IVR

Spoken | August 9, 2016

No excuses: Best Practices for IVR

VIDEO: IVR 101

Spoken | August 9, 2016

VIDEO: IVR 101

Top 5 Contact Center links: the customer experience battleground

Spoken | August 9, 2016

Top 5 Contact Center links: the customer experience battleground

Top 5 Contact Center Links: Schumer’s outsourcing tax

Spoken | August 9, 2016

Top 5 Contact Center Links: Schumer’s outsourcing tax

Brand loyalty in the age of universal access

Spoken | August 9, 2016

Brand loyalty in the age of universal access

VIDEO: Spoken’s Call Center Suite

Spoken | August 9, 2016

VIDEO: Spoken’s Call Center Suite

Top 5 contact center links: remote agent work from home

Spoken | August 9, 2016

Top 5 contact center links: remote agent work from home

Survey Shows Customer Need for Cross-Channel Communications

Spoken | August 9, 2016

Survey Shows Customer Need for Cross-Channel Communications

Score one for the robots: IVRs beat humans

Spoken | August 9, 2016

Score one for the robots: IVRs beat humans

ROKTalk to be given to 5,000 schools across the UK Free of Charge

Spoken | August 9, 2016

ROKTalk to be given to 5,000 schools across the UK Free of Charge

Automation vs. humans: Improving Customer Experience podcast

Spoken | August 9, 2016

Automation vs. humans: Improving Customer Experience podcast

Five Reasons Not to Fear the Robot Apocalypse

Spoken | August 9, 2016

Five Reasons Not to Fear the Robot Apocalypse

BlogTalkRadio: Customer Experience Podcast

Spoken | August 9, 2016

BlogTalkRadio: Customer Experience Podcast

Top 5 Customer Service Links: Hold time

Spoken | August 9, 2016

Top 5 Customer Service Links: Hold time

Spoken plays with the iPad

Spoken | August 9, 2016

Spoken plays with the iPad

No Phone Zone

Spoken | August 9, 2016

No Phone Zone

How Google Voice revolutionized the voice to text transcription market

Spoken | August 9, 2016

How Google Voice revolutionized the voice to text transcription market

Are you a voicemail blabberer?

Spoken | August 9, 2016

Are you a voicemail blabberer?

Top 5 Customer Service Links: Customer Service Trends

Spoken | August 9, 2016

Top 5 Customer Service Links: Customer Service Trends

SXSW session notes: Location-based marketing

Spoken | August 9, 2016

SXSW session notes: Location-based marketing

A peek behind the curtain: Spoken’s human Silent Guides

Spoken | August 9, 2016

A peek behind the curtain: Spoken’s human Silent Guides

Join us at CTIA Wireless in Las Vegas

Spoken | August 9, 2016

Join us at CTIA Wireless in Las Vegas

GotSearch comprehensive voice search: the demo

Spoken | August 9, 2016

GotSearch comprehensive voice search: the demo

Mobile World Congress, Day 3

Spoken | August 9, 2016

Mobile World Congress, Day 3

Mobile World Congress, Day 2

Spoken | August 9, 2016

Mobile World Congress, Day 2

Mobile World Congress, Day 1

Spoken | August 9, 2016

Mobile World Congress, Day 1

Mobile Voice Search: the survey revealed

Spoken | August 9, 2016

Mobile Voice Search: the survey revealed

What are the best CEM conferences?

Spoken | August 9, 2016

What are the best CEM conferences?

Top 5 Customer Service Links: What customers really want

Spoken | August 9, 2016

Top 5 Customer Service Links: What customers really want

Top 5 Customer Service Links of the Week: Loyalty

Spoken | August 9, 2016

Top 5 Customer Service Links of the Week: Loyalty

Top 5 Customer Service Links: Customer Service as Differentiation

Spoken | August 9, 2016

Top 5 Customer Service Links: Customer Service as Differentiation

Unified Communications: Avaya/Nortel rides the wave

Spoken | August 9, 2016

Unified Communications: Avaya/Nortel rides the wave

GotSearch: All-voice, voice search solution to preview at MWC10

Spoken | August 9, 2016

GotSearch: All-voice, voice search solution to preview at MWC10

Google’s Nexus One: can it deliver customer service, too?

Spoken | August 9, 2016

Google’s Nexus One: can it deliver customer service, too?

Who determines your brand experience? Your customers

Spoken | August 9, 2016

Who determines your brand experience? Your customers

Twilight Zone: what if customers automated, too?

Spoken | August 9, 2016

Twilight Zone: what if customers automated, too?

Top 5 Customer Service Links for 12-7-09

Spoken | August 9, 2016

Top 5 Customer Service Links for 12-7-09

Top 5 Call Center Links for 12-23-09

Spoken | August 9, 2016

Top 5 Call Center Links for 12-23-09

How to avoid cold calling: customer service

Spoken | August 9, 2016

How to avoid cold calling: customer service

Voicemail is dead. Long live unified messaging!

Spoken | August 9, 2016

Voicemail is dead. Long live unified messaging!

Top 5 Customer Service Links for 11-2-09

Spoken | August 9, 2016

Top 5 Customer Service Links for 11-2-09

Top 5 Customer Service Links for 11-20-09: Customer Service and Profit

Spoken | August 9, 2016

Top 5 Customer Service Links for 11-20-09: Customer Service and Profit

Rockin’ the customer experience: how HotTopic does it

Spoken | August 9, 2016

Rockin’ the customer experience: how HotTopic does it

From VoiceCon 2009: Productivity fuels B to B growth

Spoken | August 9, 2016

From VoiceCon 2009: Productivity fuels B to B growth

Call center humor

Spoken | August 9, 2016

Call center humor

What does your IVR greeting say about your brand?

Spoken | August 9, 2016

What does your IVR greeting say about your brand?

Want to work at Spoken?

Spoken | August 9, 2016

Want to work at Spoken?

Top 5 Customer Service Links for 10-4-09

Spoken | August 9, 2016

Top 5 Customer Service Links for 10-4-09

Top 5 Customer Service Links for 10-22-09

Spoken | August 9, 2016

Top 5 Customer Service Links for 10-22-09

Top 5 Customer Service Links for 10-16-09

Spoken | August 9, 2016

Top 5 Customer Service Links for 10-16-09

Is voicemail passe?

Spoken | August 9, 2016

Is voicemail passe?

Is using hidden agents to support speech recognition “cheating”?

Spoken | August 9, 2016

Is using hidden agents to support speech recognition “cheating”?

How to provide killer customer service in a recession

Spoken | August 9, 2016

How to provide killer customer service in a recession

Airline baggage fees: revenue fail

Spoken | August 9, 2016

Airline baggage fees: revenue fail

What IVR Systems need: a little more human

Spoken | August 9, 2016

What IVR Systems need: a little more human

Top 5 Customer Service Links of the Week

Spoken | August 9, 2016

Top 5 Customer Service Links of the Week

Top 5 Customer Service Links of the Week

Spoken | August 9, 2016

Top 5 Customer Service Links of the Week

Recession-proofing your customer service

Spoken | August 9, 2016

Recession-proofing your customer service

Is anger the new black?

Spoken | August 9, 2016

Is anger the new black?

Going transparent vs. going overboard

Spoken | August 9, 2016

Going transparent vs. going overboard

Social media engagement and customer service

Spoken | August 9, 2016

Social media engagement and customer service

SiE presents Beyond Business Boundaries: U.S. and India Making the Most of Collaboration

Spoken | August 9, 2016

SiE presents Beyond Business Boundaries: U.S. and India Making the Most of Collaboration

Is wireless customer service improving?

Spoken | August 9, 2016

Is wireless customer service improving?

Greed will get you nowhere (with customer service)

Spoken | August 9, 2016

Greed will get you nowhere (with customer service)

Dear corporations: nothing else matters if your customer service s**ks

Spoken | August 9, 2016

Dear corporations: nothing else matters if your customer service s**ks

Advice for international entrepreneurs

Spoken | August 9, 2016

Advice for international entrepreneurs

A customer relationship model: Allen Edmonds

Spoken | August 9, 2016

A customer relationship model: Allen Edmonds

The Secret to better customer service

Spoken | August 9, 2016

The Secret to better customer service

Have customer expectations gone down in this economy?

Spoken | August 9, 2016

Have customer expectations gone down in this economy?

Google Voice brings the 21st century to phone service

Spoken | August 9, 2016

Google Voice brings the 21st century to phone service

Customer Service requests falling on deaf ears? Make a YouTube video!

Spoken | August 9, 2016

Customer Service requests falling on deaf ears? Make a YouTube video!

Fonolo: because your customers are trying to tell you something

Spoken | August 9, 2016

Fonolo: because your customers are trying to tell you something

Book Review: Your Call Is (not that) Important to Us

Spoken | August 9, 2016

Book Review: Your Call Is (not that) Important to Us

Want to improve your automated/speech recognition system? Ask an agent!

Spoken | August 9, 2016

Want to improve your automated/speech recognition system? Ask an agent!

The problem with technology: technologists don’t think like humans

Spoken | August 9, 2016

The problem with technology: technologists don’t think like humans

Howard Lee: Why I moved to Spoken

Spoken | August 9, 2016

Howard Lee: Why I moved to Spoken

How do you get to be the worst at customer service?

Spoken | August 9, 2016

How do you get to be the worst at customer service?

How does the customer define “more”?

Spoken | August 9, 2016

How does the customer define “more”?

Customer Experience: Make it easy

Spoken | August 9, 2016

Customer Experience: Make it easy

Introduction–Heidi Miller

Spoken | August 9, 2016

Introduction–Heidi Miller

Howard Lee: Why I moved to Spoken

Spoken | August 9, 2016

Howard Lee: Why I moved to Spoken

How does the customer define “more”?

Spoken | August 9, 2016

How does the customer define “more”?

Customer Experience: Make it easy

Spoken | August 9, 2016

Customer Experience: Make it easy

Give Your Customers More ‘Wow’ Experiences With Smarter Technology

Spoken | July 21, 2016
Give Your Customers More ‘Wow’ Experiences With Smarter Technology

Give Your Customers More ‘Wow’ Experiences With Smarter Technology

Cloud Trends Unfolding: IT Assumes the Role of Innovation Broker

Spoken | July 14, 2016

When it comes to transitioning your organization to the cloud, who better to sort through the latest technology than your IT team?

What is the real driver of cloud growth in 2016?

Spoken | July 7, 2016

Moving data to the cloud is as easy as copy and paste. Learn more about this rising trend in our latest blog.

Best Practices for Using Native Cloud

Spoken | July 2, 2016
Cloud technology

Native cloud refers to a type of computer software that uses, or is “native” to the cloud.

Five innovations cloud contact centers offer that on-premise doesn’t

Spoken | May 26, 2016
Innovation

In addition to cost savings and scalability, cloud call centers offer numerous innovations over on premise solutions.

Two call center cloud benefits (that aren’t “cost efficiency”)

Spoken | March 31, 2016

Two additional benefits of the call center cloud: scalability and flexibility.

How the cloud really affects call center revenue

Spoken | March 9, 2016

So, does cloud computing really impact overall revenue? Find out how one company saved by transitioning to the Spoken Avaya cloud call center.

Three resolutions call center technology professionals will love to keep in 2016

Spoken | February 9, 2016

Three resolutions for the contact center.

Five things every CEO should know about customer service

Spoken | November 17, 2015

A CEO has many hats to wear: fundraiser, public speaker, manager, coach and driver. So is it even practical for a busy CEO to have anything to do with customer service? Learn why the answer is YES!

IVR Limbo: The Customer Experience Killer

Spoken | April 2, 2015

IVR Limbo: The Customer Experience Killer

The Spoken 2015 Call Center Report: Telephone Wins and IVR Loses

Spoken | December 1, 2014

The Spoken 2015 Call Center Report: Telephone Wins and IVR Loses

Is your IVR still living in the 80s?

Spoken | November 18, 2014

Is your IVR still living in the 80s?

Speech Analytics: Three Things to Know Before You Deploy

Spoken | October 10, 2014

Speech Analytics: Three Things to Know Before You Deploy

Top Call Center News 2-27-14

Spoken | February 27, 2014

Top Call Center News 2-27-14

Want to power up your contact center? Move it to the cloud

Spoken | February 25, 2014

Want to power up your contact center? Move it to the cloud

Top Call Center News 1-24-14

Spoken | January 24, 2014

Top Call Center News 1-24-14

The great game of business: how transparent is your company?

Aimee Giese | October 16, 2013

The great game of business: how transparent is your company?

Which comes first: employee satisfaction or customer satisfaction?

Spoken | August 6, 2011

Which comes first: employee satisfaction or customer satisfaction?

Five tips for scripting in the call center (besides “don’t”)

Spoken | March 22, 2011

Five tips for scripting in the call center (besides “don’t”)

The price of bad customer service

Spoken | March 3, 2011

The price of bad customer service

To script or not to script

Spoken | October 30, 2010

To script or not to script

Why your customers hate you: the hold time curse

Spoken | April 30, 2010

Why your customers hate you: the hold time curse

New tools won’t fix bad customer service

Spoken | November 18, 2009

New tools won’t fix bad customer service