By: Chris Laughlin On: July 17, 2017 In: Contact Center Comments: 0

Why is the market changing based on the customers’ buying journey in many industries? Disruption is taking place in many industries and it seems the reason is based on where the prospective customer starts his or her research on the buying journey. This is happening in our industry but is […]

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By: Chris Laughlin On: March 16, 2017 In: Interactive Intelligence, Queued IN Comments: 0

The acquisition of Interactive Intelligence by Genesys is in full swing and together they have done a great job of hitting the ground running. As a former Interactive partner and now a Genesys partner, I see firsthand the individual strengths, go-to market strategy, and product development that will help us […]

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By: Chris Laughlin On: November 09, 2016 In: Contact Center Comments: 0

Have you heard the term “happy wife, happy life?” Well, the same could apply to your quality program, but it goes something like this “happy agents, happy customers.” I recently had the pleasure of meeting with two of my customers to share experiences and ideas. One is a large power […]

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