March 28, 2015

Don’t Just Upgrade – Extend Windows 2003 Server Support

stressed man head on laptop

Planned obsolescence used to have negative connotations, but nowadays it’s standard business practice. US English even has a verb “to obsolete”, with a dictionary definition as follows: Verb: Cause (a product or idea) to become obsolete by replacing it with something new.  “We’re trying to stimulate the business by obsoleting last year’s designs” In other words, (Read the full article)

The Cloud Isn’t for Everyone, You Know

Cloud solutions problems sign

Looking through this month’s news roundup from the contact centre industry,  I was struck by a sentence on the importance of contact centre technology to brand value: “It’s all available in the cloud now, which means that small call centers can afford to offer the same quality of service as their bigger competitors.” Is it true for bigger businesses? (Read the full article)

Are You Sending Your Agents into a Gunfight Armed with a Penknife?

Frustrated lady agent

In today’s competitive field, providing best possible customer experience has to be a priority. Rising expectations put a lot of pressure on Contact Center agents; customers are used to having instant information on their phone,  seamlessly moving between text, email, social media,  the net, oh and yes phone calls! How can the agents keep up? Business is losing the (Read the full article)

Teach an Old Dog New Tricks? Yes Sir

Support Dog

With functionality moving from enterprise to consumer devices, businesses need stable systems to plug in more and more innovations. As a result, many organizations want to extend the life of their older communications systems and infrastructure. Given the importance of these systems, having world class support and contact centre spares to keep them operating is vital. (Read the full article)

What the Bad Guys Know that You May Not

Safety first

It will surprise no one familiar with me that I have a few pet peeves. One of the most aggravating are those ridiculous car window decals which purport to show anyone driving behind a vehicle so-adorned exactly how many people, and their relative size (a.k.a age) make up the family. Why you’d want everyone in the world (Read the full article)

Help! A stranger just seized our boardroom agenda!

smug boardroom

Imagine your next meeting with other senior executives. All seems normal until an unfamiliar face enters the room – and starts to circulate their agenda. Wild thoughts race through your mind … have I missed something? … Have we been taken over? … Is someone else in charge now? In many ways, the answer to (Read the full article)

The FutureStore.Today at RTBE

PSS is part of TheFutureStore.Today, a collaboration with Retail Business Technology Expo, to demonstrate how the latest retail innovations and is changing the shopping experience. The group will be demonstrating how technology and innovation will change the shopping experience for the consumer who can choose anything somewhere exotic, the possibilities are endless See the latest techniques (Read the full article)

Call recording compliance – don’t wait for a fire drill

Call recording back up

Is your call recording data backed up and securely stored for future retrieval? Of course it is. If you have call recorders, you are bound to have a way to test whether they are working, right? Well, surprisingly, most call recorder manufacturers don’t provide this. Are you really sure your calls are backed up? So you will (Read the full article)

Who’s holding all the power in your relationship?

who is in charge

With February being the month of Valentine’s Day, here’s a fanciful scenario to ponder. Supposing your long-term ‘significant other’ becomes much richer than you – when the opposite used to be true? Suddenly, they’ve got a far better car, an impressive new apartment and wads of cash. What’s more, they start expecting you to ‘raise (Read the full article)

If only I could easily bulk IMPORT information into Genesys

genesys change management

You didn’t ask for this headache. Sales and Marketing have apparently been doing their job, because 15 new GVP platform provisioning requests just landed in your in box. FIFTEEN! A good problem to have, to be sure, but it would have been nice if you had been told about it when they knew about it two weeks (Read the full article)