Ruth Lochary

Director Call Center Implementation Services

 Ruth Lochary

Ruth Lochary

Director Call Center Implementation Services

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My 2015 Contact Center Non-Resolution Resolutions

Ruth Lochary

Happy New Year! I’m a little late to the party – but, it’s a new year for my 2015 blog posts! The time for resolutions has come and gone. Most resolutions made January 1 are dropped by January 31. So, why am I talking about resolutions? Because there are 3 things I want you to turn into habits for 2015. Don’t just make a resolution – make a commitment!

3 Lessons Learned from Implementing Interaction Analyzer (ININ speech analytics)

Ruth Lochary

Your budget for next year is submitted and it looks like adding Interaction Analyzer is going to be approved for your contact center. Congratulations! You’re going to be adding an incredible tool for your business. As you look ahead to your implementation, I have three lessons to share with you. We just finished another implementation – I want you to learn from our experience!

Trick or Treat - Is your Interactive Intelligence System ready for the Holidays?

Ruth Lochary

We’re approaching what I think is the most wonderful time of the year – the holiday season. From October through the end of the year there are lots of holidays to celebrate. There are also holiday work schedules that change our regular routines. Often, we get panicked calls from our customers on Christmas Eve morning asking how to change their system schedules to close their call center early. I want you to get treats – not tricks – so I have some advice for you.

Interactive Intelligence Marketplace - Useful accessories for your CIC system

Ruth Lochary

It has been shopping season at our house….Back to School Shopping just finished. It seems that my 13-year old son is always in need of a larger pair of shoes….and, of course, there are the almost daily trips to the grocery store for more milk. We all do lots of shopping in our lives. But…I’ll bet you’ve never thought about shopping for “accessories” for your CIC system. Did you know that there is a place for you to do exactly that?

3 More Lessons from Interactive Intelligence CIC 4.0 Upgrades - Dialer Edition

Ruth Lochary

Earlier this year, I wrote about 3 Important Lessons from an Interactive Intelligence CIC 4.0 Upgrade. It was a post inspired by an upgrade I had walked a customer through. Now we’re on to our first Dialer upgrade. I’ve learned three more lessons that I want to share with you as you plan and prepare for your 4.0 upgrade.

Interactive Intelligence 4.0 - 3 Ways to Avoid Test Anxiety during your Upgrade

Ruth Lochary

My mom went back to college after I graduated from college. She loves to learn and she studied hard. However, when it came time to take tests, she froze up – she had a major case of test anxiety. She struggled to communicate what she knew in a testing format. Fortunately, she had a professor who recognized that she was studying hard. He administered one of her exams by sitting and talking to her. Asked to discuss the various essay questions, she quickly demonstrated that she knew the material cold. In that format, she aced the test. 

Recently, I’ve been watching our customers get ready for their 4.0 upgrades.

Top 5 Insights from Interactions 2014 (ININ's annual conference)

Ruth Lochary

What an exciting week it was! Interactive Intelligence held their annual conference for customers, analysts and partners June 2-5 here in Indianapolis. 

There were 192 sessions, plus keynote addresses plus an expo hall, plus lots of good hallway conversations, plus several very good meals shared together! We saw SO many good things – but we wanted to bring you the best of the best. Therefore, we’ve narrowed it down to the Top 5 insights from the conference. Drum roll, please…

My Top 5 "Can't Miss" Sessions at Interactions 2014

Ruth Lochary

In less than 3 weeks, Interactions 2014 begins! This is the Interactive Intelligence global conference that brings together customers, partners, analysts and the Interactive team for several days of learning, discussion and some fun. If you haven't signed up yet, there's still time - click here!

Is it Time for Spring Cleaning in Your Contact Center?

Ruth Lochary

I admire people who do spring cleaning. I barely have time for “regular” cleaning – let alone the super-enhanced “Spring Cleaning.” I think, “If only I could get “Spring Cleaning” done with some help and without a big hassle.” Sigh….

When was the last time your call center revised your auto-attendant script? Does the thought of that remind you of “Spring Cleaning” – a big job that takes forever? I have two ideas to help you get this job done easily.


Interactions 2014 - Don't Miss the Deadline to Save!

Ruth Lochary

The deadline is April 4. No, the IRS didn’t change the deadline for filing your taxes.  I’m talking about the deadline for Early Bird Registrations for Interactions, 2014 – Interactive Intelligence’s annual conference.