Blog

There is Disaster Recovery and there is Business Continuity. If you’re a business that wants to keep the calls rolling in no matter what happens in the world around you, you should care a lot about both. Below are a few tips from some people that are a lot tech savvier than me to help you...

Last Christmas, I gave my son-in-law a pair of pipe wrenches! I thought, 'What a great gift!' My wife, my daughter and I suspect my son-in-law were nonplussed. I assured them this was a truly great and thoughtful gift. They were perplexed but they could tell I was obviously excited. Well, the...

I had the opportunity to present at NICE CXone’s annual user’s conference, ICUC 2011 a couple of weeks ago. The conference gets better and better each year in terms of attendance, content and networking opportunities. My session was titled “Follow the Sun, How to Create a 24/7 Contact Center”. I discussed key ways that contact centers can expand beyond...

Our CMO, Mariann McDonagh, is a New York resident. When Hurricane Irene hit recently, she found herself without power, cable, internet or TV for about five days. All she had left to communicate with was her smart phone - with a rapidly depleting battery and no way to charge it. Just a few short weeks later, San...

Incident response and breach management are concerns for all businesses today, and in our wired society, there are opportunities for data loss in surprising places. Take for example the recent Sony breach where the information of millions of gamers was compromised, or that iPhones were tracking where you went, and don’t even get me started on Facebook...

At 12:00pm MT today, ICUC 2011 came to a close. We had a fantastic user conference this year! In fact, there was so much going on, it was physically impossible to get to every single thing. So, we made it easy for you with a short recap video of the highligts of ICUC 2011!Thanks to all who...

I have to confess that I'm a bit biased toward Wednesday being one of the best days of ICUC. I mean, come on - Wednesday featured The New (and certainly improved) Early Morning Show... featuring Mariann McDonagh and Heather Hurst as the hosts. (Yes, I hosted - that explains my bias...)We had such a blast taking the...