Recording phone calls
Common Sense Tip of the Day: Your call may be monitored or recorded. This statement has been true since before the telephone started ringing. Moments after the telegraph was invented in the mid-1800s, so too was “wiretapping”. Not until 1968 did the US Congress pass laws which restricted the use of wiretapping. But today general […]
Learn from the pros
Are you taking a fresh look at the Customer Experience as it relates to your contact center? Now might be just the time to contact Jamie Butcher regarding our “Tips & Techniques” Lunch and Learn! You’ll be able to catch this event with various SOCAP events around the country, and can request a webinar or […]
Conference alert!!
Fun and excitement await you in Orlando! If you’re in the Orlando area, or will be attending Enterprise Connect March 26-29th at the Gaylord Palms, we’d love to catch up with you! You can find us at the conference in booth #323. Either stop by, or email Jamie Butcher at JButcher@WalshMedia.com to set up a […]
Voice Talent Spotlight – John
Voice Talent, husband, father, armchair historian…and intense White Sox fan. It could only be John. John’s had a great career in Chicago media, as a personality, Program Director and Production Director. But, we know what he really loves is an evening entertaining the family with great food, a bottle of Beaujolais Nouveau, and a cigar…or […]
Customer Service
Common Sense Tip of the Day: It’s time to put the “service” back in “Customer Service”. The idea of what makes service to the customer superior has changed over time. First, it was the simple act of answering the phone. If you picked up…success! Your customer was in fact satisfied. Then it was using the […]
Rephrasing for success
Common Sense Tip of the Day: Are you asking the right questions, in the best UI, and in the right way? Questions can be a useful component of your applications, but they do need to be posed carefully for the greatest success. As our audiences have become more comfortable using speech, it’s sometimes their first […]
Hosting options, made simple
Common Sense Tip of the Day: It seems like everything’s moving off-premise. Hosted options are so affordable, and many hosting companies are offering really useful online tools to evaluate and manage your application. Makes perfect sense! The task seems daunting, but we can help keep that migration simple, and will be happy to work with […]
Improving vs. Reinventing the wheel
“The Customer Experience.” “We have a renewed focus on the customer’s interaction.” “We’ve changed everything to put the focus back on the customers.” “We just hired someone with this bold new idea: make your customer happy.” Really? We may live in a time warp, but we don’t think the target ever moved. Some limitations may […]
Voice Talent Spotlight – Herb
If you’re looking for a deep, rich tone that’s booming with confidence, Herb may be the voice for you. Herb is a city guy through and through. Born and raised in Chicago, he’s the kind of guy who sees life as a series of great restaurants and theater in the company of good friends. When […]
Time for some changes?
It’s the new year, and that inevitably brings with it change. Now’s a great time to review your contact center scripts and/or audio. Odds are there’s an old contact, different department name or expired email address lurking in there somewhere. Are you doing business in new countries? You might need some international recordings to ensure […]