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...
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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…
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…
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…
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…
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…
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…
