Blog

Apr 11 2019 EMBRACING SPRING

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There are so many things refreshing about Spring time. Just the word itself makes me visualize Tigger from Winnie the Pooh bouncing around in such a playful, optimistic, energetic and rambunctious way. Spring time is a fresh new season with flowers blooming, birds singing and lots of outdoor activities. Just as the arrival of Spring […]

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Mar 26 2019 WHAT WILL A PSAP LOOK LIKE IN THE FUTURE?

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As a kid, I grew up watching the Jetson’s, Back to the Future trilogy, Quantum Leap, Star Trek and other television shows and movies that made predictions on how our society would evolve. While some things came true, including the Simpsons prediction from 2000 of Donald Trump as our President, I am still waiting for […]

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Mar 14 2019 THE RACE FOR LOCATION ACCURACY

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The race for location accuracy to 2021 is on! Back in 2015, the FCC passed a rule requiring carriers to deliver more accurate location data for 80% of calls by 2021. What seemed to be a pie in the sky is slowly becoming a reality. US regulators caution that 10,000 lives could be saved each […]

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Mar 09 2019 INCORPORATING AI INTO YOUR CONTACT CENTER

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In the past year, there have been numerous content pieces about Artificial Intelligence (AI) and the future of work itself. While self-driving and cars and robot butlers are fascinating topics, AI’s applications in customer service and customer experience (CX) are here now and are permanently transforming how customers interact with brands. Contact center decision makers may be […]

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Feb 13 2019 CUSTOMER FOCUSED MEASURES TO KEEP IN MIND

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You’ve taken the first step and moved a self-service/digital deflection customer service model for your contact center. You put together a sophisticated set of checks and caller-driven options to respect your customer’s time. How do you know they are working? Are they yielding the results you desire and/or expect? The only way to know is to […]

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