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Enterprise Connect 2017: Contact Center Round-up

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2017 was arguably the biggest and best year ever at Enterprise Connect 2017 for those who care about contact centers. And I ought to know. For ten years, I have attended virtually every contact center session held at the show, the past few years as the Contact Center Track Chair. So, what were the contact center […]

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Contact Center and CRM: At Odds or in Harmony? Part II

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If you missed it, please read Part 1 of this blog series. It is not surprising that the question of whether to choose a contact center or CRM desktop is more common today than it was five or ten years ago. According to respected analyst house Gartner, the CRM market nearly quadrupled from 2007 to […]

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contact center and crm

Contact Center and CRM: At Odds or in Harmony? Part I

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I come from the contact center world, that is, I’m from the telephony side of that world. I worked part time as an AT&T operator in college, did an internship at Bell Labs in college and started my career at AT&T Long Lines after business school. You can’t get more telephony than that. For me, […]

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years

Getting Ready for Contact Center 2020

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At the 9th Annual ICUC conference in Orlando, FL, September 23-25, the theme is Innovation Unleashed. Separate tracks for IT and contact center managers, as well as WFO specialist and executives, are designed to give attendees great ideas and strategies for taking customer experience to the next level at their companies. I had the opportunity […]

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Generations

Coaching Millennials in the Contact Center

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Are you getting excited about the upcoming inContact Users’ Conference?  With less than a month to go, speakers like me are putting the finishing touches on the content.  I’m involved in two sessions at ICUC this year, one in the Aspire Track (targeted at senior and executive leaders) and the other in the Create Track, […]

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Cloud Step Guy

Mythbusters, Cloud Edition Part III

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In the first two installments of this series, we discussed myths that are used to dissuade companies from choosing cloud-based communications solutions.  In the first blog we discussed the differences between public and private clouds and whether a cloud solution means a forklift upgrade.  The second installment challenged myths related to security and reliability in the cloud.  In this final piece, we look at whether cloud solutions imply a lack of control over company data and an inability to integrate with other installed applications.  

 
With Cloud Solutions, Companies Lose Control
 
A commonly heard argument against choosing cloud-based communications services is that companies lose control of their operations – that they are at the mercy of the application provider for everything, from making day-to-day changes to configurations to an inability to control access to company data.
 
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Mythbusters, Cloud Edition Part II

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Last week, we began a three-part series exploring myths that are sometimes used by on-premises solution vendors to create “fear, uncertainty and doubt” about moving communications, and specifically contact center applications, to the cloud.  If you didn’t see last week’s blog, it addressed two related misperceptions, “There’s No Difference Between Public and Private Clouds” and “Moving to the Cloud is a Forklift Upgrade.”  This blog tackles myths related to security and reliability in the cloud.

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CloudFinger

MythBusters, Cloud Edition

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There’s an entertaining series on the Discovery Channel called MythBusters, which “mixes scientific method with gleeful curiosity” to test long-held, but often erroneous, theories.  A typical recent experiment evaluated whether when you “get cold feet,” your feet really get cold.

A number of unsubstantiated myths have likewise been developing around cloud-based communications services (often propagated by vendors with premises-only offers).  In a series of blogs over the next month, I’m going to discuss some of these – and using less exciting methods than available to the Discovery Channel – offer logical arguments that “bust” the myths.

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