Proactivity Around Technology Implementation

People – Process – Technology … there is indeed rationale in the sequence. Some quick thoughts to start the week: A consistent theme I have been documenting in recent client engagements is readiness within the business for new technology capabilities or end-of-life replacements, whether it be...

Find Your Passion

I have been in a reflective mood as of late and I have been thinking about my past, what led me to start Infinite Green 6 years ago with my good friend Jon, and what were the specific inflection points in my career that enabled...

Build Momentum, Not Projects

I have been working with a large healthcare company putting together a strategic contact center investment and three year road map, and the team has been discussing how to frame up the approach. The company historically has managed investments as a bottoms up series of...

The Power Of Failure

I can admit freely that there have been times in my life where I have not tried something due to my fear of failing, but I have learned that the benefits to trying something new far outweigh the feeling I get in not giving my...

The 2015 Service Supported Contact Center

Contact centers have gone through significant change over the past several years, the most significant being the use of cloud based services. These cloud services allow companies extreme flexibility and platform reliability without the hassle of upgrades, maintenance contracts, and slow IT response time to...

When Domain Expertise Gets In The Way Of Change

So, your contact center has been in place for many years. It probably started many years ago from a few people taking phone calls during regular business hours and has developed into a multi-site, multi-channel, multi-shift operation. What started as an agile team adjusting to...

College Campus

A True Example Of Great Experience

I recently had a chance to tour a small local college during an open house event, and noticed several ways that the coordinators and students who volunteered, deliberately created meaningful experiences for us around one goal - shifting many of the high school seniors from "on the fence," to "I want...