Mar 13 2017 Moving Your IVR TO The Cloud? Here Are 6 “Free” Tips To Help You Get Started
“Let’s just move the IVR to the cloud!” Your boss, CFO, CIO and everybody else seems to be saying it. And you agree. (All of you have probably read Chad’s blog on CapEx vs. OpEx.) Moving to the cloud gets you the redundancy and capacity you’re no doubt looking for, in addition to helping you […]
Read MoreMar 08 2017 Here’s How You Screw Up Proactive Customer Engagement
I wish I could buy a cup of coffee in the morning, a drink at happy hour or lunch at Panera Bread with every customer service leader on the front lines to talk about customer engagement. Could that be you? If so, I’d like to think that by the end of that meeting you would feel compelled to buy […]
Read MoreFeb 26 2017 Your Outbound Message Broadcast System Must Have These 3 Features
As I’ve mentioned before, in addition to being the CTO here at MicroAutomation, I’m also a father of four. On the one hand, this means my life is very rewarding. On the other, my life is… very full. Yes, “full” is a good word for it. There never seem to be enough hours in a […]
Read MoreFeb 23 2017 Is Your Contact Center IVR Not Delivering The ROI You Expected?
Stop me if you’ve heard this one before. A manager named Molly has been putting on a big show of the significant investments she’s making in her contact center’s IVR and agent systems. She states with a glint of triumph in her eye, “We’re going to save money, and we have automation to thank for it!” But behind […]
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 […]
Read More