Feb05

How a Hundred Bucks Can Cost Your Business Thousands

Posted on 05 Feb 2010 by Tom Fisher

As I sit here with my wife at the Detroit airport waiting for our next delayed connection I can’t help but wonder what companies are thinking at the customer contact level when dealing with long term profitable customers. I know that the airline l ...[Read More]

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Jan29

Coming soon to a contact center, the iPad. Wait...What?

Posted on 29 Jan 2010 by Brad Herrington

Ok, maybe a bit premature, but I have a buddy that manages a contact center with a contingent of remote agents and a few mobile enterprise users. He loves using the latest bleeding edge technology and playing with any toy he can get his hands on. ...[Read More]

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Jan27

Death to Death by PowerPoint

Posted on 27 Jan 2010 by Abi Chandra

We have all been there, sitting in that conference room, trying to tune out the monotonous voice of the “presenter with unlimited slides.” The lucky ones came up with an excuse at the last minute like, “Sorry, my kids just texted me and apparentl ...[Read More]

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Jan26

A new Avatar for VoIP : watch this in 3D

Posted on 26 Jan 2010 by Ritu Maheshwari

If I was writing this blog a decade ago (even 5 years ago), I would begin by explaining what VoIP is. I’d talk about SIP and Unified Communications and IP Telephony. Not anymore. You have been there and done that. You have read about it and most p ...[Read More]

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Jan22

Concerns for Nortel/Avaya contact center customers

Posted on 22 Jan 2010 by Tim Passios

I just finished watching most of the video replay of the Avaya announcement this week regarding their roadmap for both the enterprise and contact center markets. Let me ask you a question - are you as perplexed as I am? As I watched it, I made se ...[Read More]

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Jan13

Resource Planning: You can do it! (even if you’re “different”)

Posted on 13 Jan 2010 by Troy Plott

Resource planning is the process of pre-planning offline activities for contact center agents and can include coaching sessions, training, special projects and any other offline activities. Pre-planning a large percentage of these events is a cri ...[Read More]

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Jan11

2010 Hot Topics -- Communications

Posted on 11 Jan 2010 by Joe Staples

A new year. What's hot, top of mind, high on the ever-evolving priority list? When it comes to business communication topics, here's my non-scientifically created, feel-it-in-my-gut, ear-to-the-ground, asked-several-other-smart-people-in-order-to-cr ...[Read More]

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Jan08

2009 Hot Topics Revisited -- Right or Wrong?

Posted on 08 Jan 2010 by Joe Staples

I wrote the first post for the Interactive Intelligence Blog Crew on January 19, 2009. Now 116 posts later, I think we’ve lived up to our mission of sharing interesting, timely, provocative content without self-promoting (okay, that sentence was s ...[Read More]

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Dec30

Doing more with more for less. The great staffing challenge.

Posted on 30 Dec 2009 by Troy Plott

As we enter a new year and many contact centers begin their new budgets, one challenge often hits them square in the face: I have less money in the budget for staffing than I had last year but I still have the same or even more volume. How can I ...[Read More]

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Dec24

A Great Day for IPA

Posted on 24 Dec 2009 by Tom Fisher

You ever have one of those days when you truly realize the power of a good team? When you pack up the PC to go home and truly feel good about what a team of folks was able to accomplish out of their sheer willingness to accept a challenge and run ...[Read More]

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Archives

Tags

How a Hundred Bucks Can Cost Your Business Thousands

Coming soon to a contact center, the iPad. Wait...What?

Death to Death by PowerPoint

A new Avatar for VoIP : watch this in 3D

Concerns for Nortel/Avaya contact center customers

Resource Planning: You can do it! (even if you’re “different”)

2010 Hot Topics -- Communications

2009 Hot Topics Revisited -- Right or Wrong?

Doing more with more for less. The great staffing challenge.

A Great Day for IPA