Blog

Oct 16 2017 911 Outage Narrowly Averted Due To A Next Generation 911 Solution

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(Photo: Courtesy of Baltimore County Fire Department) With all of the 911 outages we have seen over the past few months, finally we hear a story about a Next Generation 911 (NG911) solution that worked as designed and allowed emergency calls to be handled in the midst of a potential disaster. Baltimore County faced a potentially major disaster […]

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Oct 14 2017 Increase Customer Engagement With Automated Reminders

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The past several years have brought many developments in client contact automation. One that stands out is the appointment reminder. I get a phone call, email, and/or text that is reminding me of my upcoming appointment. This is great, since I have often scheduled these weeks or months in advance. Sometimes I’m given the simple […]

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Sep 17 2017 Why You (And Your Agents) Need Natural Language IVR

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Traditional interactive voice response (IVR) systems have many flaws. First, callers are restricted to selecting from the choices the system gives them, which are necessarily limited. In order to interact with a traditional IVR system, customers must work through a series of menus, which many of them find frustrating. In fact, many callers fail to find the […]

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Aug 19 2017 Customer Care Strategy: Value Your Customer’s Time

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Whether your strategic direction involves improving metrics like NPS (Net Promoter Score) and CSAT (Customer Satisfaction) or reducing overall costs, a key element involves demonstrating that you value a customer’s time. Too often, I witness my clients implement a new technology that should move the needles of metrics or costs, but they fail to produce the desired outcomes. I […]

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Aug 10 2017 FCC Chairman Calls For NG911 Funding And Support For PSAPs

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(Photo: Brendan Keefe, WXIA-TV via USA TODAY) Next Generation 911 holds promise as the next evolution of emergency services technology for North America. It supports multimedia, a single, consolidated method of communication, and interoperability at a regional, state, and nationwide level utilizing a robust emergency services network. The latest appeal to Congress by the Chairman of the […]

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