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Do I Need Better Reports Or An Analytics Dashboard?
Misconceptions About the Virginia Statewide NG9-1-1 Contract
What Comes First in Migrating to NG9-1-1
IVR capabilities Through The Years: How Does Your System Stack Up?
The Race for Location Accuracy
Incorporating AI into Your Contact Center
Customer Focused Measures to Keep in Mind
The Role of the Phone Channel for Healthcare Contact Centers in a Multi-Channel World
The One Key to Unlocking the Customer Service Mobile Gateway
5 Reasons To Use a Chatbot in my Contact Center
Telecommunicators - The Forgotten First of the First Responders
Are We Really Ready for Next Generation 911?
Five NG911 Features That Will Help Your PSAP Be More Effective
The Individual Impact Of Next Generation 911
Have You Questioned Your Premise or Cloud Provider’s Support Services?
NG911 Implementation Mistakes (And How to Avoid Them)
Aspect ACE 2017 - Faster Forward
Capital One's SMS Notification Evolves Into Customer Interaction
New Design Methodologies Drive an IVR Revival
Top 3 Customer Service Trends for 2017
Time To Remove Your Customer Service Silos
Speech Analytics: How Effective Are Your Agents?
It’s Time to Embrace Nontraditional Workstations
If You're Using CSAT to Measure Customer Satisfaction, It's Time for Change
911 Outage Narrowly Averted Due to a Next Generation 911 Solution
Increase Customer Engagement With Automated Reminders
It’s About More Than Making Your Patients Happy
Can’t Find a 911 Caller? NG911 Mapping to the Rescue
Mobile Devices and Channels Aren’t Just for Millennials
Why You (and Your Agents) Need Natural Language IVR
Mind the (Perception) Gap: What You Think of Your Service vs. What Your Customers Think
Customer Service Secret Sauce: Guiding Customers
What Does Google's Emergency Location Services Announcement Mean for PSAPs?
If You're Using Traditional IVR, You're Driving Your Customers Crazy
Save Your Customers Time, Use Their Phone Number
Customer Care Strategy: Value Your Customer’s Time
Transaction Monitoring Improves Customer Satisfaction
Healthcare Call Center Traps: How Can You Protect Yourself?
FCC Chairman Calls for NG911 Funding and Support for PSAPs
Who Is and Is Not HIPAA Compliant?
Is the IVR Dead or Alive?
Texting Has Become the Channel of Choice
Montgomery County 911 Outage Highlights Importance of NG911 Upgrade Planning
Yes, Voice Communication Still Has a Place
The Veterans Administration Is Still Struggling with Customer Service Fundamentals
5 Benefits of Using Interactive Text Response
City of Baltimore 911 Outage Highlights Need for a NG911 Solution
Next Generation 911 Is the Future for Our Antiquated 911 Infrastructure
What's Wrong with Being Small?
Facebook Messenger for Customer Service: Should You Buy Into the Hype?
Manufacturers Developing Applications: Brilliant or Foolhardy?
ACE 2016: Customer Service Texting Is Getting Real
3 Takeaways from Aspect Software's ACE 2016 in Las Vegas
The 3 Most Common Contact Center Automation ROI Myths
Why Being "Vendor Agnostic" Benefits Customers
Tired of Being Just a Number: Why I Work at MicroAutomation
Are You Making It Easy for Customers to Abandon You?
Call Center Reporting: Why It Matters and How to Get It Right
Can Contact Center Technology Help with Next Generation 911 Migrations?
How Call Center Automation Technology Can Be Used for NG911 Solutions
Here's How You Really Simplify Call Routing - By First Asking Why
The Hidden Cost of Agent Dissatisfaction
Are Your Customer Contact Solutions Mobile-Ready?
Day in the Life: Automation Isn't for Everyone
How to Migrate to Next Generation 911 in 5 Steps
How Much Does CTI Cost?
5 Best Practices for Implementing a Perfect IVR System
If You're a PSAP, You Need to Start Your Next Generation 911 Upgrade Now
How Proactive Notification Solutions Can Go Horribly Wrong
Moving Your IVR to the Cloud? Here Are 6 "Free" Tips to Help You Get Started
5 Tips to Make Your Next Avaya Call Center Upgrade Go Smoothly
Here's How You Screw Up Proactive Customer Engagement
The Veterans Administration Has Given Us Another Lesson in Bad Customer Service
3 Reasons to Move Your Contact Center to the Cloud
How to Make Sure Your Contact Center Is HIPAA Compliant in 2 Steps
Need a Lesson in Reducing Customer Effort? Look No Further Than Panera Bread
Your Outbound Message Broadcast System Must Have These 3 Features
Is Your Contact Center IVR Not Delivering the ROI You Expected?
To Answer "Cloud vs. On-Premises," You Need to Tackle "CapEx vs. OpEx" First
Your Business Should Care About the "Do Not Call" Registry, and Here's Why
Customers Don't Want to Be "Happy," They Want You to Reduce Their Effort
How To Develop Secure Payment Solutions
Data Breach Clause Best Practices: Target the Real Security Objective
"How Can I Protect My Organization from a Cyber Security Attack?"
Our Contact Center Solutions Aren't for Everyone: Here's What We Don't Do
"Pound Zero for an Agent" Syndrome Is Robbing Your Contact Center
IVR - Take III - Will You Get It Right This Time?
MicroMessenger Strategy Validated by DMG Consulting Research
Interactive Text Response (ITR)
The Growing Need for Contact Centers in Healthcare
Driving Return on Investment from Support Services
It's the Application, Stupid
Customer Engagement: Contact Your Customer Before They Contact You
Upgrading Your Phone Switch? Do You Trust Your PBX Vendor To Upgrade Your Call Center Too?
What Does Managed Services Really Mean for Your Contact Center?
Gain-Sharing: The New Model for Application Development- Moving From Transactional Vendor Relationship to a Financially ALIGNED Partner.
Why Should 911 Be So Hard?

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