Are Brokerages Part of our Future in SaaS…

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Gartner recently published a prediction that we will see a rise in Cloud Service Brokerages (http://bit.ly/Rxn2F) as a result of the steam that SaaS is picking up.  In fact Gartner has also predicted that "…worldwide cloud services revenue will surpass $56.3 billion in 2009, which is a 21.3 percent increase over the $46.4 billion generated last year. The market could reach $150.1 billion in 2013, Gartner said."

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Are You Prepared to Walk in the Forest?

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Its been a busy summer, and I have not written for a couple of weeks because I was off galavanting around Alaska.  We stayed at a place in the woods, and my wife kept asking me if I wanted to go for a walk.  I said 'No, I have no desire to go walking around in woods with bears that might be hungry' – in fact I later heard that earlier that week,  a guy had shot and killed a bear, stopping an attack just a few feet before the bear reached him.    The preparation in that area was clothing for the weather, GPS or maps, bears spray or a really big gun, proper food handling and knowing what to do if you do run in to that bear.  I knew that I was not prepared with materials or experience so I structured my activities accordingly.  <

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Transactional IVR Survey Delivery Best Practices

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The IVR is a common form of administering transaction-based customer satisfaction surveys in the call center.  It involves delivering the survey to the participating customer automatically using pre-recorded question/answer prompts and capturing the customer's response using DTMF tones.  There are also several ways in which a survey is delivered to a customer using the IVR.  The most common include:

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WFM – Introducing a New Scheduling Process, Part 5

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OK, the schedule process changes are in full swing. Now what? Immediate and overwhelming success? That may be the case for a lucky few, but for the rest of us, we have to give it time. Part Five of a Five Part Series:

1.  Get Organized

2.  Ask Your Agents

3.  Share Your Strategy

4.  Test It

5.  Give It Time

I compare this experience to starting a diet or new exercise program.  You count calories or exercise daily yet you don’t see results overnight. It might take weeks or even a month before the results start to show up. Logic says that these things take time, but anyone who has ever dieted knows you want results right away.

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WFM – Introducing a New Scheduling Process, Part 4

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One thing I’ve learned as a product manager in the software industry is how absolutely critical it is to have test groups for your products, internally and externally as a beta group. The primary purpose of these test groups is to identify any defects or issues that would otherwise be a negative experience to our users. Part Four of a Five Part Series: 

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inContact Call Capacity

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Intrinsic to our system design is the concept of a cluster.  InContact has two primary POPs or data centers, one in Los Angeles and one in Dallas.  Both POPs and the facilities they are housed in are state of the art, providing power, cooling and security.  A cluster will be designed with redundant components in each POP, ensuring service survivability in the event of local geographic disasters and outages.  Our network, in turn, is designed with services that can operate out of either LAX or Dallas.    The question that is often brought to me is &lsquo

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