Independent Contact Center Consultants: Bridging Strategy, Technology and Operations Since 2004

Posts By: Ken Barton

What is SIP?

SIP is a protocol standard for initiating and managing “sessions” or connections between point A and point B. It is one of many standards that have been defined over the years, and is competing with or replacing predecessors such as H.323. SIP fits with “Voice over Internet Protocol” (VoIP), which is the way most voice… Read More »

Top 10 Mistakes in Technology Selection Process

Contact centers always seem to be short on time and resources when it comes to their selection processes for new technology. And most are under pressure to move fast. Here are some common mistakes that don’t serve them over the long haul. ONE: Failure to assess the upside potential of your current solution. If your… Read More »

Which Technology Sourcing Option Is Right For You?

The number and types of vendors offering contact center solutions has grown dramatically. Cloud, hosted, and managed service providers provide broad functionality, often with innovative licensing arrangements. Seasoned premise solution players make long-proven capabilities available in the cloud. And they are all pursuing centers across a wide spectrum of sizes and vertical markets. The proliferation… Read More »

Are you Ready for These Technology Enhancements?

Are you the type of person who can’t wait to see what’s in the next smart phone release? All the bells and whistles, bigger, faster, better. You may have similar feelings about new contact center technologies. Here are 5 cutting edge technologies that are poised to move beyond early adopters. TEXT: With this channel, customers… Read More »

The Changing Face of Assisted Service

The other day, I was on my bank’s mobile app to view my recent credit card activity when I noticed an icon at the bottom of the screen that I hadn’t seen before. It was a microphone with “Voice” below it. When I hit the button, a “Siri-like” voice asked me to speak or type… Read More »

IVR: Reviled or Well-Regarded?

The Interactive Voice Response (IVR) system is probably the most reviled component in the contact center technology portfolio. We’ve all heard people say “I hate those automated machines… I just want to talk to a live person.” And yet IVR STILL PERFORMS A LOT OF USEFUL SERVICES that benefit callers and centers. For example: They validate… Read More »

Time to Start SIP-ing?

Session Initiation Protocol (SIP) is among the latest contact center technology innovations that carry the promise of delivering unique capabilities to benefit your company and your customers. But is it for real? Here are a few of the opportunities we’ve identified for SIP in contact centers… Platforms built on SIP support routing of all media… Read More »

Social Media Technology and the Contact Center

As contact center professionals, we’d prefer that folks use traditional forms of contact to request assistance, discuss issues, and air grievances. Unfortunately, some of them aren’t inclined to abide by our wishes. A telling study by Maritz Research and evolve24 revealed that 49% of Twitter complainants expected companies to read their Tweets; only a third… Read More »

Gotchas for Cloud-Based Contact Center Solutions

Through our work with clients, we’ve had the opportunity to assess cloud-based contact center solutions and their applicability to environments of all shapes and sizes. We’ve captured the benefits in a couple of published articles – Contact Centers in the Clouds: Expanding Your Sourcing Options and Win! Win! Win!: The Cloud Contact Center has Something… Read More »