A thorough plan spanning the business case, technology adoption, and training is critical for success. Contact centers face enormous challenges today. Chief among them are meeting mandates to minimize operational costs while adequately hiring and retaining both agents and supervisory staff. Utilizing Work at Home (W@H) agents and supervisors, often referred to as “remote staff,”…
I have been fortunate to be included in a number of educational events and trade shows over the past six months. It was a modest investment of time and energy on my part, but one that keeps me informed so I can maintain my “expert” status. Each of these events had a specific focus, but…
Our consulting practice is often hired to help clients develop a roadmap for acquiring and deploying unified communications (UC) solutions. One of the first questions we are asked in most of our engagements is, “Will this cost us more or less than we are spending today?” Before answering, I often take a breath, and then…