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Virtual Events Suck

I typically attend about 15 industry analyst events a year. Probably even more over the past 12 months, but who knows? It’s all a blur.  Many of my peers consider industry analyst events to be a perk. I felt that…

Is It Time to Do Away With the Agent Title?

To improve customer service, we need to acknowledge that everyone (not just the contact center) is responsible for customer care.

Old is New Again

One of the popular trends in cables is braided nylon. They not only look good, but they wear exceptionally well. Unlike plastic coated cables they don’t crack, rarely fray, glide easily, and tend not to kink. They also feel nice…

Learning by Shipping (AirTag Edition)

Apple AirTags are remarkable tracking devices. You can put one of these half-dollar sized disks into a package, or hang it on your pet’s collar, or stick it to anything you desire to track. (Think: grandkids at Disneyland.) I’ve been…

Online Meetings Are Virtually Here to Stay

Expect rapid innovations to continue, providing a better experience inside and outside the meeting room.

TalkingHeadz with John Saw of T-Mobile

Transcript Evan Kirstel 2:24 And we’re here at talking heads. In today’s episode, we have john saw executive vice president advanced and emerging technologies at T Mobile events an emerging absolutely so we have high expectations, john and nice to…

Standalone 5G

Cellular 5G is confusing and conflicting. But there are a few points that I think are worth explaining, clearly. T-Mobile has been advertising that they are building a “Standalone 5G” network. This terms means nothing to most of us, but…

Switching to T-Mobile from Verizon

I was a Verizon mobile customer for decades. I’ve had a cell phone for 35 years now (not many can say that) and I have always wanted (and was willing to pay for) the best service. And, for a long…

We Need More Short Numbers

We used to have 8 precious easy-to-remember numbers: 411 for directory assistance 211 for long distance assistance 611 for telephone repair 911 for emergencies. When we added 311 for government, 511 for road information, and because everybody needs to call…

Which Way to CCaaS?

With the contact center rapidly emerging as an innovation center, it’s important to understand the different ways to go about purchasing CCaaS.

A Few Thoughts on Microsoft and Nuance

The big story today is Microsoft acquiring Nuance for $16B in cash! The specifics are surprising, but the story hasn’t changed. This is a logical or reasonable acquisition. The bottom line question is if the asset called Nuance will be…

Reselling UCaaS: Why This Model Is Gaining in Popularity

A look at how 8×8, Mitel, and 2600Hz approach the resale model for their cloud-delivered services

Chips are Down

While the toilet paper shortages last spring were stressful enough, the global chip shortage is a bigger shitstorm. The shortage is impacting graphics cards, CPUs, game consoles, cars and trucks, smartphones, and much more. First, a brief explanation on the…

How to Pick a Cellular Plan

Shopping for a cellular plan is perhaps the most confusing thing you will ever shop for. It’s as fun as eating cardboard and less informative then buying a refrigerator. But there are some very simple rules to follow to get…

Try 5G LTE Today

Tired of your battery running down? Tired of constantly dropped calls? Want better coverage, especially in outlying areas? If you are having these problems… Consider “5G LTE”. Go to your carrier settings on your phone. Turn OFF 5G and choose…

How to Stop SPAM Calling

I don’t know why we make SPAM calling so easy. I offered one suggestion on how to stop it here. It must be that decisions are being made by politicians/managers (same thing) who don’t really solve problems. We don’t need…

Pay Attention to Pricing Models: The Other Disruption in Communications

Usage-based models are coming, and there may be a cost or expense to ignoring it.

A Few Thoughts on Experiences That Matter

Here’s a few TalkingPointz from Avaya’s Experiences That Matter event today. Spaces is the current epicenter of innovation at Avaya. Spaces is both a CPaaS and Workstream Collaboration solution (meetings and messaging). It was originally introduced as Zang. There’s been…

5 Reasons Why Chromebooks Make Sense for Agents

As we move the contact center from premises-based solutions to cloud-delivered CCaaS, we should also examine the agent’s device.

Digital Transformation in Groceries

The two big national grocers in Boulder are King Soopers (Kroger) and Safeway. Over the past 30 years, across multiple addresses, I’ve generally preferred King Soopers. That is, until recently. During the pandemic, I’ve discovered online grocery shopping, and for…