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Mobile Users Want to Use Their Own Devices, Want Employers to Bring the Security
A lot has been written about the influx of personal devices being used in the enterprise lately. And while there are certainly benefits to employee efficiency in allowing the use of the smartphones and...
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Small Help Desk, Big Challenges: Aspect Contact in Action
From a contact center manager’s perspective, less time spent on repetitive, day-to-day tasks leaves more time to devote to high-level, bigger picture planning and strategy for transforming the contact...
View ArticleDoes IT Underpin the Success of the Contact Center?
There’s no question that the relationship between contact center professionals and their IT colleagues is one of the most important, operationally. There is no customer care effort without the support...
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Collaboration Buzzwords Prominent at HIMSS13
HIMSS13 Annual Conference and Exhibition took place in New Orleans Louisiana March 4-7, 2013 with 34,696 total attendees from across the globe. Keynote presentations included topics around quality of...
View ArticleMore Data, More Problems
I would say historically that 99% of my conversations around business intelligence have focused on the “business first” angle. I do feel that this will continue to be the trend as we engage with the...
View ArticleThe Customer-Facing CIO
A CIO’s charge often keeps them focused on developing technology strategy and IT initiatives for their organization. Sometimes it’s administrative, sometimes it’s cost containment, most of the time...
View ArticleTop B2B Tech Trends for 2014
It’s November and technology observers around the world are looking ahead to 2014 identifying the key trends and developments. Gartner recently released their top 10 Strategic Technology Trends that...
View ArticleIs It Time for the Traditional RFP to RIP?
Over many years of my career, I’ve seen a lot of RFPs, mostly on the sell side but also on the buy side. One of the memorable RFP moments for me came from the late 90’s when we hired a new product...
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Encouraging and enabling collaboration in modern workplace
All too often, IT departments have earned a reputation as gatekeepers to employee collaboration. “No, you can’t use Messenger.” “No, you can’t use Slack.” “No, you can’t use your personal device for...
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Project managers need to be warriors, not bookkeepers – or your projects are...
There is a trend in the IT industry that I find disturbing: more often than not companies are recruiting for project managers only those that are PMP certified, while ignoring the actual traits and...
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