Feb06

Process Mapping As-is or Not To As-is That is the Question

Posted on 06 Feb 2012 by Patrick Patton

Does your company have detailed process maps for all of their business processes? If your company is like most my guess is that the as-is process maps are nonexistent or very outdated. I have heard it time and time again – “we don’t have time”, ...[Read More]

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Jan17

How to Become a Now Organization

Posted on 17 Jan 2012 by Brandon Rowe

It’s important that companies recognize that their reputation can be made or broken in real time. There should be no worse feeling than that of not knowing how your customers actually feel about your business. As Jeff Bezos, Amazon CEO once stat ...[Read More]

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Jan17

Cloud-based Communications is Here to Stay

Posted on 17 Jan 2012 by Joe Staples

Starts and stops...more starts...more stops. That is what multi-named hosted, on-demand, or cloud-based computing and communications has seen since the early 90's when the ASP (application service provider) was touted as a model to change technology ...[Read More]

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Jan13

A few UC and contact center products show up at Consumer Electronics Show

Posted on 13 Jan 2012 by Brad Herrington

This week saw the 2012 installment of the International Consumer Electronics Show (CES) in Las Vegas. Most of the buzz is obviously around consumer facing products, but there is some crossover into the unified communications and/or contact center ...[Read More]

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Dec30

Don’t Do More With Less, Make More Less with WFO!

Posted on 30 Dec 2011 by Troy Plott

Personally, the start of a new year can be hopeful and exciting. Professionally, it can be overwhelming in the contact center where a new year often means higher workload with a lower budget than last year. If you’re in that boat, you’ve probabl ...[Read More]

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Dec28

Accounts Receivable Management Expert Q&A State of the Industry, Technology Challenges and Opportunities

Posted on 28 Dec 2011 by Nancy Jamison

Guest post by Nancy Jamison, President and Principal Analyst, Jamison Consulting Accounts Receivable Management (ARM) is a complex vertical that’s greatly benefitted from technologies such as blended dialing, call recording, and content managemen ...[Read More]

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Dec15

A Viewpoint on Collections and the New Unemployed

Posted on 15 Dec 2011 by Bobbi Chester

As the marketing person who supports our Accounts Receivable Management (aka, collections) vertical, I’ve been working recently with several industry experts on our latest white paper, The Future of Compliance for the Debt Collection Industry. On ...[Read More]

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Dec09

7 Steps to Successful Web Chat Implementation

Posted on 09 Dec 2011 by Janet Thalacker

In my previous post, Creating a Blueprint for Web Chat Success, I wrote about the benefits of Web chat and how to determine if your company was ready to offer this channel to your customers. If you followed that methodology, you’ve looked at you ...[Read More]

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Nov28

Clarity in the clouds

Posted on 28 Nov 2011 by Jason Alley

The term “cloud” has been so widely used and abused that confusion has hit an all-time high. Some say it even rivals the likes of “CRM.” The purpose of this post is to attempt to throw out a starting point to reference and solicit your thoughts, f ...[Read More]

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Nov14

Outbound and Blended Dialing QA: Selection Criteria, Best Practices, and More

Posted on 14 Nov 2011 by Nancy Jamison

Guest Post by Nancy Jamison, President and Principal Analyst of Jamison Consulting. Outbound dialing has many applications for businesses of all types – from collections and telemarketing firms that rely on outbound for their livelihoods, to an ...[Read More]

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Tags

Process Mapping As-is or Not To As-is That is the Question

How to Become a Now Organization

Cloud-based Communications is Here to Stay

A few UC and contact center products show up at Consumer Electronics Show

Don’t Do More With Less, Make More Less with WFO!

Accounts Receivable Management Expert Q&A State of the Industry, Technology Challenges and Opportunities

A Viewpoint on Collections and the New Unemployed

7 Steps to Successful Web Chat Implementation

Clarity in the clouds

Outbound and Blended Dialing QA: Selection Criteria, Best Practices, and More