Apr 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 04 2017 The Hidden Cost Of Agent Dissatisfaction
When you’re talking about the ROI in the context of a contact center, typically the discussion will almost exclusively center around customer satisfaction. While this measurement is important, there is a potentially larger and more fundamental cost pool that is generally ignored. How satisfied your agents are with their job. Their satisfaction matters because of its direct […]
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 […]
Read MoreFeb 21 2017 To Answer “Cloud VS. On-Premise”,”CAPEX VS. OPEX” First
I’d like to think I’m a smart guy, or at least I am good at giving the impression of one. I’ll take either. But when I was asked to develop a series “or even a single blog” on the infamous “cloud vs. on-premise” debate as it relates to call center technology, I struggled at first. Where do I […]
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