Ten Technologies to Consider for Contact Centers in 2017: Part 2
This blog is the second in a two-part series co-authored by myself and my colleague Sarah Johnson. Be sure to check out Part One for the remainder of the ten technologies to consider. Part Two Hybrid Services – Integrating cloud services with existing on-premises customer care services is currently a hot topic, not just in the contact center […]
Ten Technologies to Consider for Contact Centers in 2017
This blog is the first in a two-part series co-authored by myself and my colleague Sarah Johnson. Be sure to check out Part Two for the remainder of the ten technologies to consider. The line made famous by the Rolling Stones, “Time waits for no one”, is especially true for technology. A little over two years ago I wrote a blog […]
Five More Technologies Every IT Employee Should Know About
After my last blog post was published, Five Technologies that Every IT Employee Should Know About, one reader commented, “There has got to be more than five.” Yes, there...
Five Technologies Every IT Employee Should Know About
A fun challenge for me every month is to keep up with all the new IT technology and terminology. As soon as I boot up my devices each morning, I’m...
The Endless Possibilities of Insightful Data
I’m a major baseball fan and love to analyze all the statistics the game offers. Pioneers at the front of the statistical analysis trend in baseball include Bill James (“The New Bill James Historical Baseball Abstract”) and the late Chuck Waseleski. When I was a kid I couldn’t wait for my dad to be finished […]
Dear Contact Center Marketing Director
Dear Contact Center Marketing Director, I’ve been thinking a long time about this and I wanted to write and mention a few annoying things about your contact center. I also...
Contact Center Technology Answers for Mobile Customer Care
Has your company adapted the contact center environment for mobile customers? What are you waiting for? Fast IT is the new sheriff in town and mobility should be right at the top of corporate IT roadmaps. Agile methodologies are quickly becoming standard practice utilized across all facets of organizations to adapt and survive the fast […]
Should you think about moving your Contact Center to the Cloud?
In the world of Fast IT, the “Cloud” is a hot topic and standard conversation in roadmap meetings across all IT domains. Unless you have been away on a spiritual retreat with monks in a cave for the past year, it has been a subject that you could not have avoided. “When will it be […]
The Internet of Everything and your Contact Center
The Internet of Everything (IOE) is a hot topic in the technology world. It has become a common theme that is getting press everywhere as CIOs look to move their respective companies into the future and stay ahead of the competition. Presently technology allows you to connect everything from your refrigerator, your car, your TV, […]