myth busting

Myth Busting – Enterprise Cloud Edition

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There is an entertaining TV series which “mixes scientific method with gleeful curiosity” to test long-held, but often erroneous, theories.  A typical recent experiment evaluated whether when you “get cold feet,” your feet really get cold. In 2011, I decided to take a similar approach and evaluate several unsubstantiated myths that had been developed around […]

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artificial intelligence

Why Robots Won’t be Replacing Agents…Or Will They?

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It seems one cannot pick up a newspaper or magazine in 2017 without seeing a headline related to artificial intelligence (AI). From important newspapers like The New York Times (The Real Threat of Artificial Intelligence) to business strategy magazines such as Harvard Business Review (How Companies Are Already Using AI), AI is a topic of […]

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cloud

2018: New Ways Cloud Will Enhance Customer Care

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So many companies are enjoying the benefits of having moved their contact centers to the cloud over the past few years. Often companies started with a small deployment in one department and gradually grew that implementation to encompass all the contact center applications in the business. Others started with inbound voice and over time have […]

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Enterprise Connect 2017: Contact Center Round-up

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2017 was arguably the biggest and best year ever at Enterprise Connect 2017 for those who care about contact centers. And I ought to know. For ten years, I have attended virtually every contact center session held at the show, the past few years as the Contact Center Track Chair. So, what were the contact center […]

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call center crm together

Contact Center and CRM: At Odds or in Harmony? Part II

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If you missed it, please read Part 1 of this blog series. It is not surprising that the question of whether to choose a contact center or CRM desktop is more common today than it was five or ten years ago. According to respected analyst house Gartner, the CRM market nearly quadrupled from 2007 to […]

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contact center and crm

Contact Center and CRM: At Odds or in Harmony? Part I

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I come from the contact center world, that is, I’m from the telephony side of that world. I worked part time as an AT&T operator in college, did an internship at Bell Labs in college and started my career at AT&T Long Lines after business school. You can’t get more telephony than that. For me, […]

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Getting Ready for Contact Center 2020

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At the 9th Annual ICUC conference in Orlando, FL, September 23-25, the theme is Innovation Unleashed. Separate tracks for IT and contact center managers, as well as WFO specialist and executives, are designed to give attendees great ideas and strategies for taking customer experience to the next level at their companies. I had the opportunity […]

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Coaching Millennials in the Contact Center

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Are you getting excited about the upcoming inContact Users’ Conference?  With less than a month to go, speakers like me are putting the finishing touches on the content.  I’m involved in two sessions at ICUC this year, one in the Aspire Track (targeted at senior and executive leaders) and the other in the Create Track, […]

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Mythbusters, Cloud Edition Part III

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In the first two installments of this series, we discussed myths that are used to dissuade companies from choosing cloud-based communications solutions.  In the first blog we discussed the differences between public and private clouds and whether a cloud solution means a forklift upgrade.  The second installment challenged myths related to security and reliability in the cloud.  In this final piece, we look at whether cloud solutions imply a lack of control over company data and an inability to integrate with other installed applications.  

 
With Cloud Solutions, Companies Lose Control
 
A commonly heard argument against choosing cloud-based communications services is that companies lose control of their operations – that they are at the mercy of the application provider for everything, from making day-to-day changes to configurations to an inability to control access to company data.
 
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Mythbusters, Cloud Edition Part II

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Last week, we began a three-part series exploring myths that are sometimes used by on-premises solution vendors to create “fear, uncertainty and doubt” about moving communications, and specifically contact center applications, to the cloud.  If you didn’t see last week’s blog, it addressed two related misperceptions, “There’s No Difference Between Public and Private Clouds” and “Moving to the Cloud is a Forklift Upgrade.”  This blog tackles myths related to security and reliability in the cloud.

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