May 25 2017 ACE 2016: Customer Service Texting Is Getting Real
I spent last week in Las Vegas at Aspect’s annual ACE conference. Of course, today I’ll only be discussing the conference here. Because, as we all know, everything else “stays in Vegas.” But I will say I got enough time to place third in a poker tournament. I digress. Customer service via messaging applications was […]
Read MoreMar 10 2017 5 Tips To Make Your Next Avaya Upgrade Go Smoothly
Over the past five years, the enterprise voice market, traditionally monopolized by industry giants such as Avaya and Cisco, has changed. Now we’re seeing migrations to platforms dominated by communications and collaboration tools. As a direct result, many of my own customers have recently undertaken major initiatives to either replace or upgrade their telephony infrastructure […]
Read MoreMar 06 2017 The Veterans Administration Has Given Us Another Lesson In Bad Customer Service
Once again the Veterans Administration has come under fire for its mistreatment of veterans that have sacrificed so much for our country and our citizens. In the latest VA debacle, an army veteran set up a camera and a speakerphone and recorded his futile attempts to make a doctor’s appointment at his VA clinic in Bedford, Massachusetts. His video illustrates how poorly […]
Read MoreFeb 14 2017 How To Develop Secure Payment Solutions
With data breaches from leading companies occurring on a frequent basis, from Anthem to Home Depot to the U.S. Government, the topic of IT security continues to take center stage across all industries. For companies involved with banking or credit card payments, developing and maintaining a secure payment solution requires us to think outside the box. Companies need to think beyond […]
Read MoreFeb 09 2017 “How Can I Protect My Organization From A Cyber Security Attack?”
In the wake of the most recent cyber security attack at Time Warner Cable, all executives should have one question on their mind right now: “Is my organization next?” If these sophisticated hackers are smart enough to infiltrate and dismantle the most well thought out security controls and safeguards at large organizations like Target, Home Depot, […]
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