“The most significant awards are those that not everyone wins. That means the company that won the award has truly differentiated itself and has earned external validation for its product or service.”

“While HAL was able to converse naturally with people on any imaginable topic, the conversational user experience with AI still isn’t there and probably won’t be anytime soon.”

In November of 2016, voters in Arizona approved Proposition 206 to boost the state’s minimum wage and require employers to provide paid sick time.  Called the Healthy Working Family Initiative, the proposition calls for the minimum wage to gradually grow from the minimum wage in 2016 to $12 per hour by 2020.  In addition, employers with fewer than 15 employees must provide each employee 24 hours of paid sick time each year.  Employers with 15 or more employees must provide each employee 40 hours of paid sick time each year.

“At some point in the not too-distant future, you’ll probably find yourself with contact center employees who function somewhere on the autism spectrum.”

I have to admit I was thrown for a bit of a loop when I got the news that Jim Demarest had passed away on Thursday, June 22nd.  Jim was an analyst relations (AR) guy for Nortel for many years, then for Avaya after they acquired what was left of Nortel in 2009.  It’s not like Jim and I were great friends or anything like that, more like business acquaintances.  But I always considered Jim to be one of the good guys in an industry vendor community that isn’t populated with as many really decent people as you might expect. 

Thursday, 01 June 2017 00:00

Homeward Bound

“The at-home agent workforce is now mainstream in the global contact center industry and will likely dominate the industry before the end of this decade.”

Tuesday, 30 May 2017 18:34

Communing With Communities

“Having a community in the contact center is an excellent way to help improve communications, deflect calls, locate expertise and resources, improve efficiencies and gain insights about those integrations.”

Saturday, 01 April 2017 13:17

Cool Hand Stew

“Long-term relevance for Aspect was going to mean rethinking the product portfolio, rethinking how our enterprise customers are going to compete to maximize the value of their consumer relationships, and do it in an omnichannel, extreme self-service context.”

Wednesday, 01 February 2017 19:33

Power To The People

“In 2017, workforce issues will need to be considered equally with customer service issues. It’s time to focus on optimizing both the agent experience and the customer experience.”