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 | Oct 17, 2022 | Finance, Selection
Debt can come in many forms, but in any context, it is typically not a good thing to have. Technical debt is an often misunderstood term that refers to the consequences of making short-term decisions when it comes to software and IT. It’s not just financial...
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...
