October 21, 2015 Like the industry at large, Avaya has a reputation for innovating at high speeds. Yet, that speed is a double edged sword. While on the one hand, the consumer market enjoys hardware and software advances, increased functionality and performance, and the convenience of sophisticated contact center solutions. On the other hand, […]
Cisco ONE is a new way for IT departments to acquire licenses and purchase software.
Learn how Unified Contact Center Express (UCCX) can be used to successfully launch outbound calling campaigns in the contact center.
July 7, 2015 Earlier this month, I read the book The Effortless Experience, by Matthew Dixon and Nick Toman. The authors compiled some fantastic, real world research that challenged conventional thinking when it comes to the customer experience and customer service. The book provides data challenging traditional customer service and its effect on customer spending, loyalty, and recommendations. The […]
June 30, 2015 If you read about customer service or marketing, you already know that the millennial generation is here, and they have power. In Micah Solomon’s recent column, 5 Secrets of Selling and Serving 80 Million Millennial Customers, he stated, “The millennial generation of customers is about to take your business by storm […]
June 23, 2015 I called my bank yesterday to complete a wire transfer. After answering a couple of basic questions about my account and personal information, I was able to instantly transfer a considerable amount of money from my savings account to my retirement account. Answers to my security questions could easily be mined […]
Many have speculated that Twilio will greatly disrupt the contact center industry and traditional vendors. Learn more about the reason behind this idea.
Gamification can improve morale and job satisfaction in your contact center. It’s your turn to take advantage of it.
May 13, 2015 Interactive Intelligence announced their new service release (2015 R2) in early March. With the new service release model, Interactive is including new features and bug fixes. With all these new features and product releases, many customers want to know one thing: whether or not they are beneficial to their environments. CIC […]
May 12, 2015 The purpose of this blog is to give you an overview of EMC’s Isilon Scale-out NAS solution, discuss how it is such a transformative technology in the NAS space, and why it is important in today’s day and age. Introduction to Isilon There have been a lot of changes in the […]