Blog

We kicked off a beautiful morning in Salt Lake City with our CEO Paul Jarman addressing the great attendees of the conference about some of the latest company developments and the company's vision for the contact center of the future. Looking toward the future is more important now than ever, as Paul pointed out, "the next five...

Welcome to ICUC 2010! We're excited for another outstanding conference! And after today, it definitely looks as though that's what we're going to get. Today was a terrific way to start the week. It was great to see all the valued customers, partners and employees arrive throughout the day. The hundreds of attendees...

I’ve always loved language and words. I especially love to find particularly precise and powerful words I’ve read countless papers regarding the debate between inalienable and unalienable rights in which some believe the founding fathers passionately engaged. This kind of debate is fascinating to me. I won’t attempt to recreate language theory...

I recently visited a few very large companies; companies that could swallow us whole and still be hungry from a size and revenue perspective. They are talking to us because they realize something that I understood truly not so long ago – and that’s the power of the platform delivered up in the cloud. Cloud computing...

I know this seems like a silly question, but here it goes; How well do you know your customers? I know you probably know them from a CRM perspective. You have their names and addresses and phone numbers. You may also know the recent activity with you in terms of sales orders and questions...

A few weeks ago I decided to take a quick trip to Virginia Beach, so I called a well known travel company that happens to outsource to India. I was greeted by an agent that stated his name was John, although I had suspicion that he gave an alias name. Being so involved in the call center...

We are all familiar with the offshoring trend that has taken place across the industry over the past couple of decades; that is, moving our call center operations to other countries in order to achieve lower costs. As this has become more common, so have the complaints by end customers about such things as language barriers...