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All Posts By

Scott McIntyre

Jul 20
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Culture as a Platform

By Business, Scott
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 because they get bastardized into products and services that sell the promise of more revenue, improved customer experience, or…
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Oct 23
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Omni-Channel Design Gone Wrong

By Scott
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 is what we continue to be preached about in monthly statements, email promotions, mobile applications, and our good friend…
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Mar 30
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The Bigger Picture

By Business, Scott
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 about how to leverage the learnings of others and apply it to their own business problem. Others are not…
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Feb 15
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Find Your Passion

By Business, General, Scott
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 me to have a point of view others would find value in. I am not sure what started me…
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Feb 11
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Build Momentum, Not Projects

By Business, General, Scott
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 "projects" and the team was inclined to use that same approach for this effort. For some background, the project…
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Feb 02
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The 2015 Service Supported Contact Center

By Business, General, Scott
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 requested changes. These services are now mature enough to handle every aspect of a contact center's technology needs with…
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Jan 30
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When Domain Expertise Gets In The Way Of Change

By Business, General, Scott
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 shifting and changing customer needs and quickly expanding products and solutions, is now changing at a snails’ pace and not…
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