Contact Center Overflow queuing… Why you should never do this.
I’m very excited to be onboard here at Clarity as the Product Manager for Clarity Connect. I am eager to share lots of the great stuff we’re working on here for improving this great product. I also...
View ArticleReplacing your phone system? Why this is the perfect time to consider...
If you’re thinking about implementing a new phone system, PBX, or VOIP, try not to simply recreate your existing environment. Take advantage of the opportunity to start fresh and reassess your business...
View ArticleKPIs: The Good, The Bad and The Ugly
Key Performance Indicators are nothing new to anyone in the contact center world. Everyone uses them in different ways. Some use them as the basis for bonuses, some for yearly reviews, and some just to...
View ArticleWhat to do with callers on hold?
Dealing with callers on hold is the bane of most contact center managers’ existences. It is something that happens from time to time no matter how well-trained or overstaffed a center is. Utilization...
View ArticleNew White Paper about Geo-Distributed Contact Centers on Microsoft Lync by...
By Michael Greenlee, Lead UC Architect and Lync MVP – Clarity Consulting By Jeremy Puent, Product Manager – Clarity Consulting This white paper describes how organizations facing challenges with...
View ArticleDiscovery Channel Poll Votes IVR the Most Annoying Invention Ever, How They...
According to a recent study of 2,000 adults that was commissioned by the Discovery Channel to mark the launch of their new show How We Invented the World, automated telephone switchboards (IVR’s) have...
View ArticleWhat Really Matters in Your Contact Center? Headcount Turnover vs. Service Level
Many people fret over contact center data like average speed to answer, service level, and time to abandon. While these are very important statistics to keep in mind, perhaps they are not the ones you...
View ArticleMicrosoft Ignite musings
We had an absolute blast at Ignite meeting new prospects, and showing off the stuff that’s coming in next versions of Connect. I also had an article published in NewsLync on the show floor which is now...
View ArticleClarity Connect + Skype for Business
Microsoft’s introduction of Skype for Business represented a significant innovation for the unified communications field. But, it also brought on a host of challenges for companies running legacy...
View ArticleMaking the Best of Every Bad Situation
Unfortunately customers generally won’t call you to say how happy they are. When they do call, they’re upset. They’re frustrated. They’ve tried your FAQs, user guidelines, and product details, maybe...
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