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24 May Have You Questioned Your Premise or Cloud Provider’s Support Services?

By: Chad Wright

I work with a lot of companies to assess their current contact center operations and offer guidance on improving service through technology and process adoption. My methodology centers on the premise of reducing customer effort. One of the most overlooked areas with deployed technology solutions is the support services provided by either the reseller or manufacturer. The gaps in post-production support contributes to projects not achieving the stated objectives and do not create an environment that makes it effortless to service your customers. What can we do different?

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21 Oct It’s Time to Embrace Nontraditional Workstations

By: Amy Horton

The days when people worked only at traditional workstations, seated at a desk with a computer, paper in-tray and notebook in front of them, are long gone. Increasingly, people work while they are on the go, using tablets and phones to communicate and access their data.

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10 Apr How Call Center Automation Technology Can Be Used for NG911 Solutions

By: Suresh Gursahaney

As Public Safety Answering Points (PSAPs) begin their journey transitioning to Next Generation 911 (NG911), they will need to change their mode of operation to adapt to evolving demands of their communities. But after so many years in the call center industry, I find myself pondering a nagging question:

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