Tech Tips from the President

Why your contact center needs workforce engagement management (WEM) tools

Imagine you’re having problems with a product and need to contact the manufacturer for assistance. Which customer service representative would you choose: one who listens attentively and seems eager to solve your issue or a bored, disengaged agent who seems … Read more >

Why you should combine UCaaS and CCaaS

Some combinations – like peanut butter and jelly or Batman and Robin – make sense. While you could eat a burger without fries and Sherlock Holmes could solve crimes without help from Dr. Watson, who would want to live in … Read more >

4 common CRM mistakes to avoid during selection and implementation

You’ve probably heard the saying, “It’s who you know, not what you know.” Typically, advisors dispense this bit of wisdom to professionals seeking career success. However, the idea that relationships matter more than industry-specific skills and knowledge can also apply … Read more >

What you should know about hyperscalers

As cloud solutions have surged in popularity, so has hyperscale computing. Fueled by growing reliance on digital services and Internet of Things (IoT) devices, the hyperscale data center market is expected to reach $60 billion by 2027, according to Global … Read more >

Your guide to robotic process automation (RPA): Pros and cons of RPA for businesses

If you polled a class of kindergartners today and asked them what they want to do when they grow up, it’s doubtful that any of them would say “data entry.” However, many adults nonetheless spend hours entering data and performing … Read more >

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