Today, I’m pleased to announce that Genesys has completed our acquisition of Interactive Intelligence. With this announcement, Genesys ushers in a new era in customer experience. The combination of Genesys… read more →
A true sign that a tool is making a difference is when the contact center specialist begins an interaction with a caller saying things like: “This stuff just doesn’t work.”… read more →
Should the technological evolution continue at its current pace, all contact centers, even those that pride themselves on being the best, will eventually run out of luck if they fail… read more →
Today, I had to call a government agency to help me solve an issue. Past experiences had me realistically concerned that I would be stuck on hold for an eternity. … read more →
Introduction My entire career has involved customer service and helping companies find ways to improve it, and changing the game has been a passion I’ve been fortunate to share… read more →
Tommy Palomäki at Teleopti says it’s time to embrace the multi-generational revolution by attracting, nurturing and retaining the brightest contact center professionals, whatever their profile According to the International Customer… read more →
There are ways to change the experience for your customers and employees alike for the better. There are even plenty of ways you can improve things today. Yet when we… read more →
Introduction My entire career has involved customer service and helping companies find ways to improve it, and changing the game has been a passion I’ve been fortunate to share… read more →
Doctor IoT, paging Doctor IoT My last blog (way too long) I wrote about how IoT is already impacting us in our kitchen and ways I really hope it will… read more →
We are experiencing change all the time, and today, more rapidly so than ever. Products, technologies, the business landscape, expectations – they’re all in a constant state of flux. This… read more →