May 20 2017 The 3 Most Common Contact Center Automation ROI Myths
We’ve all seen them – those sales presentations stuffed with graphs, spreadsheets and charts that portend that all you need to do is sign a contract, and you’ll ascend to great heights as the financial savings hero within your company. Now I’ll ask the rhetorical question, “Have those promised savings ever really been found?” I […]
Read MoreApr 28 2017 Why Being “Vendor Agnostic” benefits Customers
One of the benefits of being a small company is that you can define your own path in the marketplace and focus on a niche that suits your culture. As the founder of MicroAutomation, I have always been customer-focused and have tried to cultivate that same passion with my staff. The road has been difficult, […]
Read MoreApr 15 2017 Call Center Reporting: Why It Matter And How To Get It Right
Now that we are firmly a part of the Information Age, we are drowning in well-meaning, number-driven movements like big data, analytics and business intelligence. As a result of this unrelenting surge of data from the floodgates, however, I find that many of my customers don’t know what to do with all of the information […]
Read MoreMar 22 2017 How Much Does CTI Cost?
“How much does CTI cost?” While this seems like a straightforward question, the best answer I can give you is, “It depends.” But in order to understand why that is, let’s take a deeper look into the technology itself. Computer Telephony Integration – or CTI, as it’s commonly referred to – is the technology that […]
Read MoreMar 16 2017 How Proactive Notification Solutions Can Go Horribly Wrong
I have spent my entire professional career working with companies on the effective use of technology, and I still believe that any IT solution can provide a company with a competitive advantage. Because of this belief, I want to correct the misconception of some (not all!) business decision-makers that silos IT solutions as a “necessary evil” expense item over time, rather than […]
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