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16 Sep Mind the (Perception) Gap: What You Think of Your Service vs. What Your Customers Think

By: Chad Wright

I want to start this by asking to you to take a moment and genuinely reflect on the service you provide and answer this question: Are you delivering a superior experience to your customers? If you answered yes, I’m glad to hear of the confidence you have in your technology and your agents.

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13 Sep Customer Service Secret Sauce: Guiding Customers

By: Chad Wright

I recently read an incredible blog post by Lauren McDonald at HeyWire. (And I would recommend that you take a few minutes and read her comments on comparing support channels to the Olympics and awarding the text channel the "gold medal." I'll wait.)

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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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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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