Technology

I’m not sure of the origin of the familiar phrase that claims something-or-other “rules.” I remember seeing the phrase used…

Do you have a New Year’s resolution in place for your contact center? If not, it’s never too late! A…

The other day, I was on my bank’s mobile app to view my recent credit card activity when I noticed…

With the proliferation of customer contact channels and customer contact centers morphing to become omnichannel customer experience centers, questions arise…

By every measurement, the cloud is growing rapidly and is here to stay. In many cases, the move to the…

Over the past two decades, contact centers have made extensive investments with the aim of improving productivity and enhancing the…

I was in a taxi on my way to LaGuardia on a snowy Friday afternoon. A proactive text message informed…

Almost without exception, our clients express frustration with their contact center reporting. Important data located in various applications and strategic…

Do your customers and agents sometimes feel like research analysts? Are they spending too much time searching for answers? Does…

The interactive voice response (IVR) system is probably the most reviled component in the contact center technology portfolio. We’ve all…

Over the past 25 years, Brad Cleveland has been dedicated to maximizing the value and visibility of contact centers. His…

Delivering excellent customer service is paramount in today’s economic climate. Most consumers and businesses view the products and services they…

I try not to be too sensitive, but after 25 years in the contact center industry, I still feel myself…

As consultants, we often hear clients complain about their technology. But when probed for suggestions to improve their circumstances, they’ll…

As I navigated my way through the seemingly endless maze of machines and retirees in Hawaiian shirts at the local…

I recently posted a blog that talked a little about desktop analytics. Desktop analytics is relatively new to the family…

Technology is so easy to blame. For what? For not meeting metrics, keeping costs under control, delivering great service, driving…

Session Initiation Protocol is among the latest contact center technology innovations that carry the promise of delivering unique capabilities to…

There is a growing trend to migrate from premise-based contact center platforms to hosted or “cloud” based solutions (aka, SaaS…

The “HAIR ON FIRE” DAYS of alarms and emergency back-up staff running into the center to log into the ACD…

For those of us who like welldefined boundaries, social media is problematic. As individuals, we may prefer to keep our…

Where have the simpler days gone? This is a common plea in the contact center. Selfservice, an explosion of contact…

It’s no surprise to business leaders that mobile is increasingly the device of choice for consumers—though many have not anticipated…

  In 20 years of consulting and hundreds of projects, I have seen some typical scenarios play out in client…

You have just survived the contract engagement process with your vendor. Sometimes that process can takes months to complete. Now…

I don’t like the sound of 2013. It has an ominous ring to it. When good things happen, they rarely…

  Technology is the great enabler for contact centers to achieve their operational goals for service effectiveness and efficiency. So…

I just got a new mobile phone. It’s a Samsung Galaxy S III, which is supposed to be stateof- the-art…

We recently got rid of our landline, and I bet many of you have already done the same, or will…

  Contact center operations has long been interested in cloud contact center solutions to compensate for scarce IT resources and…