by Joe Rice | Oct 5, 2022 | Design, Planning
There’s an overwhelming number of SaaS vendors, and that number is only growing. Even when you narrow it down to just contact center software, it’s impossible for just one person to keep track of all the different vendors and tools in the market. Each vendor is...
by Joe Rice | Sep 21, 2022 | Design, Planning
Credit Union members are different. On average, they’re older than banking members, and they have higher levels of education and homeownership than non-members. On top of that, credit union members are typically members for over a decade. These differences are more...
by Joe Rice | Sep 12, 2022 | Design, Marketplace and Vendor Navigation, Planning, Selection
Analysis paralysis is real. It’s what happens when you need to decide, but are faced with so many choices, so much data, and so much to think about… that you end up not even making a decision at all. Studies show that the more choices you have, the harder it is to...
by Joe Rice | Aug 29, 2022 | Deployment, Design, Finance, Planning, Selection
It’s easy to talk about IT transformation. But Rich Mozak has actually done it. As an IT leader for over 20 years (10 of those years spent as a CIO), Rich has helped several companies completely revolutionize their IT spending. From network design to business...
by Joe Rice | Aug 23, 2022 | Design, Selection
Artificial Intelligence (AI) has been a topic of curiosity since the classic movie, 2001: A Space Odyssey. But what exactly is AI and how can it help in a contact center environment? Put simply, AI is an advanced application that uses real-time data and leading...
by Joe Rice | Aug 15, 2022 | Design, Selection
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. That’s why we were so excited to sit down with him on the Catalyst Club...