Mike Burke – Former Director Product Marketing, Test Solutions
Mike has banked more than 40 years in telecommunications, contact centers, and networking while working at Honeywell, GTE, PNC Associates and Verizon, IQ Services.
Would You Trust an Untested System?Would you board an airplane that had never actually gone on a test flight? Where the decision to put the plane into service was based solely on how it feels to sit in the passenger seat and whether or not the engine turns on when we flip the...
Technology is supposed to make our lives better, not take control of our lives and make us miserable. To stay in control of the situation, you must think and plan ahead of time, which includes planning failure into the process. That means going through a testing procedure not...
Depending on the industry, contact centers experience peak loads during certain key times of the year. For instance, in the U.S. we have an open enrollment period associated with insurance changes, typically the latter months of the year into January. During this time, insurance...
When changes to your organization's website, IVR and other customer impacting communication technologies are made you would think comprehensive testing goes without saying. Yet time and time again we see contact center testing get cut from the rollout plan.
In this latest podcast we discuss the impact WebRTC will have on the way we communicate and the capability it provides organizations to deliver an improved customer experience through the contact center.
There are a multitude of different ways to interact with a brand today. It could be social media, email, smartphone app, web, or talking to a call center agent by telephone. When you've got so many different channels in place, it's really important the information from each of...
When it comes to optimizing the customer experience, it's important to strike a proper balance between technology and human interaction. It all begins with gaining an understanding of why a customer might want to reach out to your brand to have an interaction. There is no better...
The rush of holiday season is just around the corner - with Thanksgiving looming large in the US - companies are bracing themselves for the deluge of traffic in the lead up to the end of the year and the busiest shopping period on the planet.
It could be reasonably argued every organizations wants, or tries, to provide an optimal customer experience. As the saying goes - your competitor is only a mouse click away. A direct result of the ever increasing focus on customer experience has been the development of a number...
Voice recognition is a technology that has made a big impact to our lives over the past few decades. What was once fanciful star-gazing - like the voice activated machines in the popular Hanna-Barbera sit-com the Jetsons - today, voice recognition is found in devices all around...
WebRTC (Web Real-Time Communications) is a capability built into modern desktop browsers like Firefox, Chrome, Opera, or Microsoft Edge (Windows 10's new browser). It brings access to fantastic features that easily let consumers set up voice, data, and video interactions with...
There have recently been high profile companies receiving media coverage after delivering poor customer experience as a result of a 'cloud outage'. In fact, it may seem like we're seeing more and more cloud outages leading to some organizations questioning whether the cloud...
