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Wayne Gretzky, one of the greatest professional hockey players in the history of the NHL once said, "A good hockey player plays where the puck is. A great hockey player plays where the puck is going to be." In a fast moving sport, the athlete who can read the action well enough to anticipate where the...

In the last installment we discussed the need for a business continuity or disaster recovery plan for any organization or contact center that handles revenue critical work, in the office place. Now we will focus in on a few best practices to ensure continuity in the event of a disaster, big or small. First let’s start with the telecommunications...

I read a great article recently about a business owner who opted to lease printers rather than buy them outright. She really stressed over the decision, but in the end, found that leasing was by far the better option for her and her business. She didn't have any up-front cash outlay and she was able to try...

The workforce of any successful business thrives to satisfy existing customers and attract new customers. The mission of growth is behind every company initiative and effort. As business people, we have the natural desire to grow. Now that I’ve stated the obvious, let me introduce the pink elephant in the room named Common Sense....

People frequently ask me how much the technology costs to successfully run a contact center. What I find interesting about this question is that people often think that the technology component of running a contact center is one of the largest portions of the total cost of operation...but it isn't. Experience has shown time and time again that...

Alright, I’ve been unsettled about email routing for awhile now. Here’s my problem with the way I usually see it done. Wait, I’m ahead of myself. First let me explain how I usually run into email routing out there in the contact centers: The email hits the system, we match the need to the agents...

I have been concentrating quite a bit of time lately on the subjects of Availability and Uptime: how they are measured, what they mean and how to make use of these meters. I've been renovating my home and my two most vital tools are a measuring tape and a square. The tape allows me to measure 25...