Blog

This year's ICUC (inContact User Conference) guarantees to be the best yet! Registration just opened for the event, which brings together customers, partners, industry experts and thought leaders for four days of contact center best practices. You can view the agenda for this year's ICUC here. New for ICUC 2011, this year also includes: Optional pre-event networking golf...

Do you think that customer service is getting worse? You’re probably right...The ACSI just release the 2010 results of their multi-year study on customer service and found that it is...dropping. Yep. So if you feel like customer service is going down, you're probably right.With a few exceptions, it is declining.What can we do about it? I really...

There's a new trend in town - company growth. Everyone is doing it or, at the very least, planning for it. I have the pleasure to hear firsthand how some of the companies that have presented as part of our Problem Solved Tour and our case studies are gearing up for company growth. What I find interesting is...

A lot of people reach out to me with questions about their knowledge base, which I love. Recently, I received a common KB question from a former colleague. It's a question that comes up often, but the answer may not necessarily be intuitive to everyone. Her question was something like this… She had been given a project...

Plan B is Plan A... When it comes to disasters the wrong thing to do is to have a "recovery". What you really want is a plan for sidestepping the unexpected disaster and moving on to Plan B without even breaking a sweat. Good planning and thinking through the potential problems before there is a...

I regularly attend a variety of security seminars and conferences. One common theme is that if you don’t have the data, you can’t lose the data. The idea is simple but profound. You see this reflected in a variety of best practice standards and regulations. For example, only collect the data you need for the specific purpose...

It's always been common sense that if you switch from a premise-based solution to the cloud, the savings (both in dollars and time) is substantial. However, a new TCO report comparing premise to hosted contact center software from Frost & Sullivan shows that not only is that assumption correct, but the savings get better and bigger the...