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Today’s consumers are well-informed, connected and know what they expect from their interactions with businesses. Not only that, their interactions are electronic, and their loyalty to a brand or business is difficult to hold. Their expectation of instant satisfaction leaves little room for poor performing systems and applications. That means more than ever, transactional success is vital to the realization of customer satisfaction and revenue generation.

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.

When I graduated from college and was preparing to enter the workforce for the first time, I believed that in order to be successful I needed to jump aboard the large company train and ride it to the land of happiness, like many young adults. 

When you're talking about the ROI in the context of a contact center, typically the discussion will almost exclusively center around customer satisfaction. While this measurement is important, there is a potentially larger and more fundamental cost pool that is generally ignored.

How satisfied your agents are with their job.

With data breaches from leading companies occurring on a frequent basis, from Anthem to Home Depot to the U.S. Government, the topic of IT security continues to take center stage across all industries. For companies involved with banking or credit card payments, developing and maintaining a secure payment solution requires us to think outside the box.