January 25, 2015

Your IVR Sucks.com

ivr sucks

Well, perhaps it’s not quite as blunt as that. But the website GetHuman.com could be easily titled “Your IVR Sucks dot com.” GetHuman lists more than 8,000 companies in 45 countries, according to their home page, highlighting ways to get around their IVR. It lists, amongst other things, shortcuts and cheats to get through the (Read the full article)

It’s Still Not Too Late For 2014

2014 2015

I think it’s true that despite best intentions of getting everything done by year-end, there’s always lots to do in the run up to the holidays. With new budgets looming, last minute arrangements to make, you may still be facing the need to find a cheaper 3rd party support solution for next year or even (Read the full article)

The Cloud, at last an impartial Contact Centre operators guide

ladder to cloud

Book-turned-movie, the Hitchhiker’s Guide to the Galaxy, came up with the answer to life, the universe and everything. It was the number 42. But if you’ve attended any Contact Centre technology events recently, you’d have encountered a different solution to all the big questions: The universal answer seems to be … the Cloud. You Can (Read the full article)

Ensuring Access to Historic Calls is Vital

Red Card[1]

You probably have many 1000′s of calls archived on magnetic tape. As the tape degrades you will lose this data, meaning you’re no longer compliant. With regulators getting tougher on call recording compliance – do you have a plan to solve this problem? Now There is a Way to Solve all These Issues. The reason (Read the full article)

Moving to the Cloud – Who Really Benefits?

Moving to the cloud

If you’ve been paying any attention to events in Scotland recently, you’ll have noticed two things. Firstly…Self-interest. Both YES voters and NO voters in the recent referendum wanted what was best for THEM. This is human nature of course, and we see it everywhere, both in the business drive for profit, and in the consumer’s desire (Read the full article)

Contact Center Transitions: 7 Tips To Help You Succeed

Contact Center Transition

Every Organization Is In A State Of Transition With Its Contact Center. Right now you could be trying to maintain legacy systems, manage minor upgrades, switch to new solutions, wondering how to innovate – or attempting many of these at once! The pressure from customers, stakeholders and technology vendors can be relentless. But here’s some (Read the full article)

Contact Center Transition: 7 Essential Tips To Stop The Madness

Contact Center Transition

There’s a new fitness craze sweeping across gyms everywhere. You’re on a treadmill that gets faster and faster. People fling dumbbells in your direction. These must be juggled. Every 30 seconds, the music changes. Oh, and the bottles of mineral water you need keep getting smaller. Does This Scenario Sound Familiar? If you work in (Read the full article)

Genesys: Which Of These 5 Challenges Apply To You?

Frustrated agent genesys

Every time a new Genesys product emerges, there’s a hungry audience waiting to serve it up to end-users with an insatiable appetite for richer interactions. But, inevitably, the Genesys suite is getting more complex. It’s becoming harder to capitalize on the value of what you have already, never mind the tempting new features in the (Read the full article)

The Genesys Blacklist


I really like Netflix here in the US because it gives me the chance to “binge watch” entire seasons of television shows that I might have missed for one reason or another. I recently spent a couple of weekends getting caught up on The Blacklist, an action drama detailing what amounts to a vast, complicated (Read the full article)

Third Party Support Guide

Third Party Support

Are you facing a daunting decision over how and when to upgrade your contact center technology? Is it because your vendor support is about to end? Does it feel like the tail is wagging the dog? Nightmarish scenarios present themselves. Huge decisions are forced on you. The option to stay with your existing vendor and (Read the full article)