Blog

Aug 05 2017 Is The IVR Dead Or Alive?

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I frequently attend the customer service trade shows and themes typically involve education on emerging technologies not yet widely adopted. For example, this year I attended several shows that focused on support for social media platforms like Facebook Messenger or Twitter. Prior to this rising trend in customer service for social media, web and text chat took center stage […]

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Jul 21 2017 Montgomery County 911 Outage Highlights Importance of NG911 Upgrade Planning

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The latest 911 outage in Maryland reinforces the need for resilient backup environments that can recover from unforeseen occurrences. Recently, Montgomery County’s 911 services were unavailable for almost two hours due to a power outage in the county’s backup 911 center. It was a series of unexpected events that resulted in this outage, during which two fatalities were reported. Why Did Montgomery County’s 911 Outage Happen? Ironically, the outage […]

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Jul 15 2017 The Veterans Administration Is Struggling With Customer Service Fundamentals

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The Veterans Administration (VA) has come under much scrutiny over the past few months for poor customer service and long wait times for healthcare. At one point, the current Secretary of the Veterans Administration Robert McDonald compared the long wait times for veterans to the lines at a Disney amusement park: “What really counts is, how does the veteran […]

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