Culture as a Platform

For anyone that knows me, I am not a big fan of industry buzz terms. The “Internet of Things,” “Big Data,” and “Omni-Channel” are the latest examples that drive me bananas. Not because they don’t have foundational meaning and value, because they all do. It’s...

Omni-Channel Design Gone Wrong

I had recently tried to upgrade our TV service here at the office so we could watch some local playoff games. First step, let’s go to the xfinity web site. After all, every company has options to upgrade services within your web account right? This...

The Bigger Picture

As a consultant, I get the opportunity to provide an outside-in perspective to clients. Some of them request this perspective asking questions such as “What is the rest of my industry doing?” or “How do other contact centers approach this problem?” They are genuinely curious...

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...

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...