Jul 15 2017 The Veterans Administration Is Struggling With Customer Service Fundamentals
The Veterans Administration (VA) has come under much scrutiny over the past few months for poor customer service and long wait times for healthcare. At one point, the current Secretary of the Veterans Administration Robert McDonald compared the long wait times for veterans to the lines at a Disney amusement park: “What really counts is, how […]
Read MoreJun 29 2017 City of Baltimore 911 Outage highlights Need For A NG911 Solution
Recently, the city of Baltimore experienced a 911 outage that left the city without 911 services for almost two hours. A formal investigation of the situation still has not provided any explanation on what caused the outage, however, it has been determined that 911 calls were being improperly routed by the carrier (Verizon) to an […]
Read MoreJun 18 2017 Next Generation 911 Is The Future For Our Antiquated 911 Infrastructure
Several years ago, I was involved in an overseas project to implement emergency services similar to our 911 service in the United States. While working on that project, I was surprised to learn that the emergency services in the United States are considered to be the “gold” standard in the international community. It seems that […]
Read MoreJun 07 2017 What’s Wrong With Being Small
Twenty-five years. This year marks the 25th year for MicroAutomation. Wow, that’s a long time! A few months ago, when I realized that MicroAutomation has been in existence for almost a quarter century, I found myself reminiscing about the early days and remembering all of the challenges we have faced since we opened our doors. One […]
Read MoreJun 02 2017 Facebook Messenger For Customer Service: Should You Buy Into The Hype?
Like a few of my other colleagues, I had the opportunity to attend the recent Aspect ACE conference in Las Vegas. The primary focus of the event revolved around discussion on Facebook and Interactive Text Response, and Aspect would not sit on an island promoting the upside of jumping on the Facebook wagon. The Harvard Business […]
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