Tag: technology

February 9, 2022

In many ways, 5G and IoT were made for one another. The latest cellular air interface can support orders of magnitude more devices per square kilometer than its predecessor; in fact, 5G was designed to facilitate broad enterprise digital transformation […]

December 10, 2021

This week the CEO of the polling company Gallup made a bet: “When the pandemic wanes and something close to ‘normal’ returns, we conclude that there will be a 37% reduction of in-person [i.e., in-the-office] days worked per week for […]

October 29, 2021

After just five years of commercial deployment, 5G adoption has been much faster than companies expected, especially in terms of subscriber base, network coverage, and the large number of 5G handsets on the market. In the next phase of 5G […]

September 29, 2021

What comes to mind when you hear the term contact center modernization? I’m guessing it would include: cloud migration, digital transformation, broader integrations, and AI. These are all clear drivers of modernization. But there’s more to it. Modern software development […]

September 29, 2021

As consultants, we work with various organizations in various sectors, and we have seen interesting trends emerging from the pandemic. “Working from anywhere” has made many businesses revisit traditional views of how the company operates. Businesses have been forced to […]

September 3, 2021

In his No Jitter post this week, analyst Dave Michels of TalkingPointz has a compelling case study describing how the fashion retailer Forever 21 transformed its contact center technology, and in so doing essentially began reimagining its entire approach to […]

August 20, 2021

The industry has, rightfully, spent most of the last year and a half focused on technology in general, and specifically the need to get remote-access technologies into the hands and onto the desktops of end users who had largely moved […]

August 18, 2021

In Dave Michels’ recent No Jitter article, I agree that being a contact center agent or a customer service representative (CSR) can be a thankless job. However, I don’t think that changing the agent title or doing away with it […]

August 2, 2021

I recently spoke with a prospective client to get a better understanding of their customer journeys. During the conversation, it became apparent that their agents had become hamstrung by out-of-date technology and processes, coupled with a lack of integration across […]

July 26, 2021

Last fall, looking ahead to top IT trends for 2021, Irwin Lazar, president and principal analyst at Metrigy, pointed to ideation and virtual whiteboard tools for their promise in elevating the virtual work experience. Digitizing the whiteboard isn’t a new […]

May 13, 2021

Eric Yuan has Zoom fatigue. In a CEO summit hosted by The Wall Street Journal, Zoom’s CEO and founder shared his frustration with back-to-back video meetings. Other than publicly admitting it, his confession is not a surprise. Even ardent fans of […]

May 7, 2021

HPA Awards has announced that the call for submissions for the HPA Engineering Excellence Award is open. Entries will be accepted until June 18, 2021. Celebrating the creative brilliance and ingenuity of the Hollywood Professional Association (HPA) community since 2006, […]

April 22, 2021

ZEISS has added four new lenses to the ZEISS Supreme Prime Radiance family launched in 2019. The 18 and 135 millimeter focal lengths add telephoto and wide-angle specialties to the seven focal lengths available to date. The new 40 and […]

April 16, 2021

JMA Wireless (JMA) today announced the appointment of Bill Plummer as Senior Vice President, Communications and External Affairs. Plummer, who has been consulting with JMA since February, brings more than two decades of diverse industry experience to the growing company. […]

April 9, 2021

OWNZONES™ Entertainment Technologies, the leading cloud-based video supply chain company, is delighted to announce the appointment of Rick Capstraw in the key position of Chief Revenue Officer. As the CRO, Capstraw will take an important role in leading the global […]

April 6, 2021

CDS, the leading provider of multi-vendor services (MVS) for data centers worldwide, today introduced Commit, a new global channel program aimed at helping solution providers bring the most advanced, comprehensive and complementary infrastructure services to their enterprise customers. The new CDS […]

April 2, 2021

Our industry tends to talk about technology trends in absolutes: Is the desk phone dead? Will 5G take over the world? Is everything moving to the cloud? But most large enterprises can’t afford to think about their communications environment in […]

March 30, 2021

Telstra has appointed Adam Day to lead its Enterprise and Technology sales group for the Americas region. In this new role, Day will be responsible for both direct sales and indirect channels across the United States and Canada. Day, a […]

March 25, 2021

This past year has brought about tremendous change — especially for contact centers, with many forced to pivot overnight to a remote agent model. The pandemic caused a significant increase of customers reaching out to contact centers, whether with voice […]

March 15, 2021

In my previous No Jitter article, “How ChatOps Can Improve IT Operations,” I described the integration of chat applications like Slack or Microsoft Teams with automation tools. This combination enables IT operations teams to quickly answer common questions, and perform […]