Entries by rowens

About Ron Owens

Since 2009, Ron has been responsible for Aria’s product initiatives. He has over 25 years of comprehensive, executive management experience in consulting services, software application/technology development, and product management. Prior to joining Aria, Ron worked for leading companies, such as Intervoice, First Data and Nortel. In his work, Ron has interfaced with some of America’s top companies, participating in the development and implementation of highly sophisticated contact center solutions as well as advanced speech recognition applications and IVR systems. He has been an invited speaker at numerous industry events and contributed numerous published articles in industry publications.

agent desktop optimization
Agent Desktop Optimization: How Many More Screens Can Your Agent Handle? December 20, 2016

Successful contact centers have always relied on speed. It's about getting more done, in less time. To better manage customer conversations and respond to their inquiries in a timely manner, contact c...

Do Customer Expectations Vary By Channel? [infographic] January 06, 2016

Much has been made of “omni-channel” focus within companies and contact centers – and rightfully so.  Customers now have more ways to communicate with businesses than ever before. They can choo...

The Secret to Happiness when Hiring External Consultants May 25, 2015

Those who know me – know that I often say “the secret to happiness is low expectations.” While there is an element of truth to this, and it is usually good for a laugh, the real secret to happin...