My Latest Podcast, with Talkdesk on EM360

I get involved in various projects with UK-based EM360, and this time around it was a podcast with Talkdesk. Our topic was how the cloud brings new value to the contact center, and my accomplice was Talkdesk’s Director of Product Marketing, Stephen Bell.

The podcast was just just posted on EM360 today, so here’s the link if you’d like to give it a listen. As always, sharing and comments are welcome, and if you’d like to do something similar for your company, am sure the EM360 folks will be happy to hear from you.

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Newsletter Time - June Issue and New Podcast

If you subscribe to my newsletter, you should have it by now, as distribution happened earlier today. Aside from my regular mix of updates and what I’m seeing in the market, we have a new podcast to share. This time around, Chris Fine and I talk about the differences between collaboration and workstream communications - terms that are easily interchanged and can be confusing depending on who’s doing the talking.

As usual, the podcast is exclusive to subscribers for about two weeks, after which it will be publicly shared. Don’t forget to check out the new transcript feature, where you can follow the bouncing cursor to see how well Otter.ai is doing speech-to-text in real time of the podcast - pretty cool. If you don’t know what I’m talking about, you might was to subscribe, and that takes about 10 seconds - how hard is that?

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Guest Post for Talkdesk - WFM: the Customer is Always Right

Those who follow my blog and/or newsletter will know that I get approached to write guest posts for vendor sites, When the stars line up, I’m happy to oblige, and Talkdesk is the latest example. We’ve been exploring various ways of working together, so this is hopefully the first of many posts you’ll see from me with them.

My first guest post is about their recently-announced workforce management offering, and what their cloud-native approach brings to this core building block for contact centers. The title will make sense once you read the post, and it first ran here on Talkdesk’s website. To give it broader exposure, I’m posting about it here, so if you missed it the first time around, here’s your second chance. As always, comments and sharing are welcome.

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Moving to a Cloud Contact Center - Are You Really Ready? - My Latest Report

Just doing a shout-out for my latest thought leadership effort - it’s an Insight Report, published by No Jitter and sponsored by Voxbone. There’s more to the cloud than meets the eye when using it for contact center, and that’s what this paper explores.

Being hosted on No Jitter, this is gated content, so you need to register to get a copy, but that won’t take long at all, and am sure Voxbone will be happy you did that. I’m just the author, and if you want to discuss this topic further, feel free to drop me a line.

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