Digital marketing may be the buzz term du jour, but ROI and vendor relationships are the key factors in purchase decisions.

Monday, 25 April 2016 13:14

The Game Is Afoot!

Contact center gamification in the post-Sherlockian era.

Wednesday, 17 February 2016 11:08

Cinema Insomnia - What's Keeping You Up At Night?

Findings from NACC survey reveal top contact center priorities for 2016.

Aspect is a company willing to take risks to ensure that it is ahead of the curve in developing new solutions. 

Monday, 04 January 2016 20:48

A Kodak Moment In The Contact Center

Kodak Alaris’ AI foundry delivers artificial intelligence-based solutions for the contact center. 

Sunday, 08 November 2015 20:26

The Endless Summer

Innovative ideas, provocative products, and non-stop industry activity dominated summer 2015. 

Employers are finally discovering the unique strengths that military veterans bring to the center.

Thursday, 24 September 2015 12:41

Roy, Gene, Dan, and Me

The B-Western movie heroes' cowboy code emphasized principles that still have value today.

Wednesday, 12 August 2015 13:05

Dress For Success (No Speedos, Please)

Appearance is important in business. It demonstrates respect for the events you attend, the hosts and the industry.

I wasn’t invited.

 

Enghouse Systems is hosting an analyst briefing next month and I wasn’t invited. As it was explained to me, only the top contact center industry analysts were invited to this briefing. I guess after 26 years of serving the industry and with a deep reach into the end-user community through my association with the National Association of Call Centers (NACC) at The University of Southern Mississippi, I’m still on Enghouse’s “B” list of analysts.