Apr 20 2017 Are You Making It Easy For Your Customers To Abandon You?
I hit two milestones with MicroAutomation recently. First, I celebrated five years of working with an incredible team of call center experts. Second, my work email crossed the 1,000-mark on “junk” mail! (Hooray!) So, on a Saturday afternoon not too long ago, I decided to celebrate this inbox milestone. I had the pleasure of watching […]
Read MoreApr 15 2017 Call Center Reporting: Why It Matter And How To Get It Right
Now that we are firmly a part of the Information Age, we are drowning in well-meaning, number-driven movements like big data, analytics and business intelligence. As a result of this unrelenting surge of data from the floodgates, however, I find that many of my customers don’t know what to do with all of the information […]
Read MoreApr 14 2017 Can Contact Center Technology Help With Next Generation 911 Migrations?
As I discuss the benefits and strategy of Next Generation 911 (NG911) with my customers, I often reflect on how similar the NG911 strategy is to the contact center strategy of years ago. To show you what I mean, let’s first examine the primary goals of the Next Generation 911 standard: Support multimedia contacts and […]
Read MoreApr 10 2017 How Call Center Automation Technology Can Be Used For NG911 Solutions
As Public Safety Answering Points (PSAPs) begin their journey transitioning to Next Generation 911 (NG911), they will need to change their mode of operation to adapt to evolving demands of their communities. But after so many years in the call center industry, I find myself pondering a nagging question: Why has the emergency services field […]
Read MoreApr 06 2017 Here’s How You Really Simplify Call Routing – By First Asking Why
One of the most common questions I’m asked is, “How do I simplify call routing to my contact center agents?” At a surface level, this question is understandable. When deployed strategically, automation solutions can shore up inefficiencies and create cost savings for many contact centers. Unfortunately, however, there is no one-size-fits-all solution to how to […]
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