Darc was appointed CEO and Managing Director of IR in October 2013. Darc is a seasoned 25-year IT and enterprise software professional with extensive international experience in building and growing software-as-a-service (SaaS) and cloud-based solutions.
In a recent blog, I discussed how call center stress testing ahead of peak season was an essential for any businesses relying on sales from their busy periods to tide them over throughout the year. But what is the impact of failing to carry out sufficient contact center stress...
The start of a new calendar year is a great time to rethink tactical plans and update knowledge on growing industry trends; wiping off the cobwebs from 2016 and starting afresh. The unified communications (UC) market will make strides in 2017 as a myriad of advanced technologies...
For retail, travel and many other industries December is the busiest and most important time of year. Having systems stay up and running over the peak capacity period is crucial.
Halloween is an interesting tradition. There is some conjecture over the origins of whether it is a Celtic festival, with pagan roots, or a Christian event on the eve of All Hallow's Day. Either way, it has grown in popularity over the years and now provides families the...
Airlines long ago recognized instrumentation is vital to the safe and efficient operation of their aircraft. And yet corporations to this day manage their unified communications systems - many of which are just as complex as an airplane--with no instrumentation at all, flying...
Being able to deliver a delightful customer experience can be the difference between the success or failure of a business - and that makes a 360-degree view of contact center performance management an imperative, as discussed in my previous post, Delivering Omnichannel...
In this day and age, direct human-to-human interaction between an organization and its customers is a rarity, which makes it important to deliver an outstanding experience when it does occur. As the critical customer service hub, the contact center must provide the best...
We can connect and collaborate like never before, but it takes careful planning and management of the entire ecosystem to reduce time lost in unproductive meetings.
Making sure your call center monitoring solution is working properly is an ongoing challenge. Whether it's legal, healthcare, or financial services, large organizations need recordings to satisfy compliance recording requirements and to resolve legal disputes with customers.
Watermelons are beautifully green on the outside. But if you had never seen one before, you might be deceived into thinking the whole fruit is the same color. It wouldn't be until you cut it open that you'd come to find the inside is a deep, juicy red.
