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 MoreMay 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 MoreApr 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 […]
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