How to Assemble Your Implementation “Dream Team”

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We all remember the Dream Team. You know, the US Men’s basketball team from the 1992 summer Olympics in Barcelona? What some sport journalists claimed was the best team of athletes ever assembled? Alright, well if you lived under a rock during the early 90’s – or better yet, weren’t born – I’ll frame it […]

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To Unlock True Benefits of Digital Transformation, Moving to the Cloud is First Step

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As more enterprise organizations move their businesses to the cloud, many of them are surprised to learn that the biggest payoffs from transformational change are unlocked after moving their technology platform to the cloud.  Sheila McGee-Smith, founder of McGee-Smith Analytics, says, “True digital transformation touches every part of the business, but it begins in the […]

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How Contact Center Customer Experience Will Evolve in 2017

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Contact centers will continue to evolve and improve as the need for better customer support continues to grow. And, since the need for customer support has never been higher than in 2017, it’s unlikely that improvements are going to slow down anytime soon. So with that said, what does 2017 hold for the customer experience? […]

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Building a Better Agent Scorecard

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The customer experience and agent engagement is becoming one of the most significant focal points for nearly all consumer facing companies. The method by which we review and evaluate performance should deliver results that support this focus. The traditional methods rarely deliver the results that continuously produce a high value customer experience simply because they’re […]

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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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Customer Story: Swisslog Healthcare Keeps 24/7 Service Available to Hospitals

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Swisslog Healthcare provides round-the-clock service to over 3,000 hospitals. Their company designs, develops and delivers best-in-class automation solutions for health systems, warehouses and distribution centers. About 80% of North American hospitals use Swisslog pneumatic tube systems or pharmacy automation solutions. In this time-sensitive environment, the contact center’s ability to efficiently respond to emergencies is critical. […]

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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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After Avaya – Keep Moving Forward, No Matter How the Bankruptcy is Resolved

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After the Avaya bankruptcy announcement, it is natural that Avaya customers are taking this time to reevaluate the future technology supporting their contact centers.  At Avaya Engage last week, management sought to rally customers and partners, but that was tempered with news that Avaya is pulling out of its sponsorship and official participation in Enterprise […]

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Customer Story: Clearlink Maximizes Service Levels with inContact

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Clearlink provides marketing technology and customer acquisition services to large national brands such as Dish, Verizon, AT&T, CenturyLink and Progressive. With their contact center playing a critical business role, Clearlink needed a powerful portfolio of cloud-based contact center solutions. More Flexibility for More Profitability Clearlink regularly manipulates their phone system to address continually changing marketing […]

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