The end of the year can be one of the most challenging periods for a Call Center Manager. Balancing between staff taking PTO, inclement weather and business peaks and valleys can put you into an ocean where keeping your head above water becomes a daily challenge. Often during these times, […]

Call Center professionals are blasted daily with a never ending stream of technology solutions that at face value can create ROI, reduce the number of FTE’s and improve customer perception. While it sounds easy to use technology to drive performance and cost improvement, it is not. Every element of your […]

Do you ever feel that shopping Contact Center technologies is like walking into an ice cream shop? For most, the answer is yes. There are many flavors of Chat, CRM and Enterprise Phone Systems that make choosing what to use an ever-growing challenge. Do you use Gartner, Peer Review, RFP […]

Today, call centers all over the world use CRM’s, spreadsheets and databases of every make and model to collect data. I am sure you can relate. There are as many options as there are car brands. At a basic level, these tools serve the same purpose – Data! This ever-increasing […]

Like many people around the world every night this week I have been drawn to my television to watch the Olympics. How every 4 years I can be drawn into watching sports that I show little interest in other than on a 4 year interval is beyond me. I am […]

Like many children at an early age, I was fascinated by NASA, outer space and the speed of technology change. As an adult I continue to watch the industry and am blown away by the actions of one specific entrepreneur in the segment, Elon Musk and his company SpaceX. For […]