23 Aug Save Your Customers Time, Use Their Phone Number

By: Jason Domsky

I have a question: Why don’t more companies recognize me when I call? 

Identification is the first key to a successful interaction. Yet, I keep getting asked the same thing every time I call in: "Can I get your account number?" I rarely remember my account number, so this process is inevitably painful and time-consuming.

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21 Jul Montgomery County 911 Outage Highlights Importance of NG911 Upgrade Planning

By: Suresh Gursahaney

The latest 911 outage in Maryland reinforces the need for resilient backup environments that can recover from unforeseen occurrences. Recently, Montgomery County’s 911 services were unavailable for almost two hours due to a power outage in the county’s backup 911 center.

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17 Jul Yes, Voice Communication Still Has a Place

By: Suresh Gursahaney

Is voice communication dead? 

I was pondering that very question last week while sitting on the beach watching my kids texting and playing on Instagram with their friends, instead of frolicking in the waves. Yeah, sure, they would get up periodically to cool off in the surf; but they spent most of the time texting rather enjoying their surroundings and just talking and playing with one another. 

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15 Jul The Veterans Administration Is Still Struggling with Customer Service Fundamentals

By: Suresh Gursahaney

The Veterans Administration (VA) has come under much scrutiny over the past few months for poor customer service and long wait times for healthcare. At one point, the current Secretary of the Veterans Administration Robert McDonald compared the long wait times for veterans to the lines at a Disney amusement park:

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7 Jun What's Wrong with Being Small?

By: Suresh Gursahaney

Twenty-five years. This year marks the 25th year for MicroAutomation. Wow, that’s a long time!

A few months ago, when I realized that MicroAutomation has been in existence for almost a quarter century, I found myself reminiscing about the early days and remembering all of the challenges we have faced since we opened our doors.

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