While there is no question that supply chain issues have emptied the whole toolbox into our collective gears, upending the most well-laid plans, this doesn't have to be the whole story: there is a silver lining to be found if you look for it.
Read MoreTopics: Enterprise Networking, Supply Chain
It all started a couple of years ago with the term “The Great Resignation.” So much has been written on this topic, and an entire cottage industry has been created around it. There are books and blogs (among other things) sharing tips and techniques for addressing it… while also questioning whether or not it is real. For all those of you who’ve left or switched jobs, I think we know the answer to that one!
Read MoreTopics: Customer Experience, Remote Working, Hybrid Working
With the looming threats of natural disasters and cyber disasters like ransomware, organizations need to position themselves to defend against constant threats while still providing value to their customers.
Read MoreTopics: Cloud, Disaster Recovery, Business Continuity
6 Steps to Empowering Agents with Workforce Engagement Management [Part 1]
Posted on June 21, 2022 by Kathy Sobus + Chuck Branum
What factors determine whether a contact center interaction produces a positive outcome? Often, it’s the agent that makes the difference, but this doesn’t tell the whole story. How was the “right agent” trained? Why was the call routed to that employee? What business systems supported the interaction? To ensure the quality of every customer interaction, contact center managers need a business system – a repeatable approach.
Read MoreTopics: Contact Center, Customer Experience
How are we still talking about network modernization in 2022, you might ask? That is a fair question. The simple answer is that most companies and enterprises have yet to begin the process of modernization in earnest and instead continue down the well-worn path of early 2000s networking.
Read MoreTopics: Enterprise Networking, SD-WAN, Modernization
2022-23 Communication Platform as a Service (CPaaS) Planning and Strategy Guidance
Posted on June 7, 2022 by David Lover
I find that there are a lot of misconceptions about what CPaaS actually is. The term “Communication Platform as a Service” can mislead you into thinking it is a very broad and inclusive term.
Read MoreTopics: Contact Center, Cloud, Customer Experience, Unified Communications, Collaboration
A privately held bank, First Premier Bank is the twelfth largest issuer of credit cards in the United States. After starting small and growing as an organization and IT department, the bank reached a level where its internal level of expertise and resource availability were no longer where they needed to be. The bank sought a partner with deep knowledge and experience to accommodate its growth requirements.
Cloud is a big part of First Premier Bank's future plans. Traditionally, the bank’s infrastructure has been on-premises, but it has started migrating to cloud infrastructure wherever possible. “Our strategy is hybrid. We choose cloud when and where it makes sense, and it is a growing part of our IT environment,” said Dave Geiver, Vice President of Technology, First Premier Bank.
Read MoreTopics: Cloud, Financial Services, Cloud Infrastructure
About 90% of colleges and universities see fewer than 70% of students graduate within six years. Clearly, student retention is a big goal for provosts and other institutional leaders. Higher Education is seeking ways to engage students to not only keep them rooted to the campus community, but also to ensure they graduate. Additionally, as campuses expand within their own footprint or to new locations, they look to modernize and future-proof investments.
Read MoreTopics: Higher Education
Products, goods, and services: Do you have anything in those categories that can be connected to the internet? That send signals? That provide information? If so, read on. If not… well, you should still read on, because this will likely impact you soon. There’s no sigh of relief here.
Read MoreTopics: Customer Experience
Rinchem Company, Inc. is a chemical management solutions provider with proven expertise in creating and managing safe and efficient supply chains for high purity, pre-packaged chemicals and gases. With presence in five countries and the goal of continued expansion, Rinchem was in need of a partner that could support its growth initiative, allowing its internal team to focus on its customers.
Read MoreTopics: Cloud, Disaster Recovery, Business Continuity