Apr 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 29 2017 Day In The Life: Automation Isn’t For Everyone
Let me start by saying that I get a commission. I do not really know all the details. But, I know that when we sell something, I get an extra dollar or two in my pocket. Why do I tell you this? I think it demonstrates something about our organization, as well as the state […]
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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