by Joe Rice | Dec 5, 2022 | Design, Planning
A successful CX transformation involves more than just implementing new technology. One of the key factors of any CX project is the operating model you build moving forward. Gartner writes that an operating model “is the blueprint for how value will be created and...
by Joe Rice | Dec 1, 2022 | Design, Planning
In today’s digital age, customers interact with brands through various channels including social media, live chat, phone, and email. As a result, it’s become more critical than ever for businesses to have a robust omnichannel contact center solution in...
by Joe Rice | Nov 14, 2022 | Design, Selection
Taylor is a wizard of contact center technology because he has been on both sides of the contact center. First as an Agent on the end user’s side, where terrible digital employee experience led him to want to learn more about the technical side of things, and now...
by Joe Rice | Nov 1, 2022 | Design, Planning
If you work in tech, you’re no stranger to acronyms. Some are commonplace (it’s pronounced “gif”) some are redundant (SD-WAN network) and some sound so obscure you need to google them just to be sure what they’re even describing. And if you work with cloud technology?...
by Joe Rice | Oct 31, 2022 | Design, Planning
Dominic Pasta has a lot of knowledge when it comes to technology transformations. With experience at Groupon, Rocket Mortgage, and Aon, Dominic is no stranger to contact center transformation. On episode 3 of the Catalyst Club Podcast, we discussed an increasingly...
by Joe Rice | Oct 10, 2022 | Design, Planning
When you have to make a change to your contact center, you’re faced with a lot of decisions. First off, you have to choose – do you build a custom solution or buy prepackaged software? You might think that choosing to buy new software is the easiest path...
