May 31 2017 Manufacturers Developing Applications: Brilliant Or Foolhardy?
Should you trust manufacturers with application development? I bring up this question since several of my customers have reached out to me recently to discuss how they can move away from the manufacturer for development and support of their applications. When they were all making their selection for a technology refresh, they went through the standard process […]
Read MoreMay 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 MoreMar 03 2017 3 Reasons To Move Your Contact Center To The Cloud
What would you say if I were to ask you, “What is the goal of your contact center?” Hopefully it’s something along the lines of helping people solve their problems in a way that is as efficient and painless as possible. (If not, well… that’s a whole different issue.) It’s a very “warm and fuzzy” human pursuit, but if […]
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