Creating a Marketing Launch Plan that Isn’t Scary October 30, 2018Your developers have been heads down on a new product for months, and despite the buzzwords floating around the office, most of the people within your organization aren’t even quite sure what this product does. Now, its your job to figure it out, give it an identity and explain why anybody would even want it. If… Read more →
Migrating Your Premise Contact Center to the Cloud October 30, 2018The movement from premise IT infrastructure to cloud-based IT infrastructure is well established and most companies have made a full or partial switch. Many companies are now using cloud-based applications, like Salesforce.com, and are further reducing their datacenter footprint by virtualizing on Infrastructure as a Service offerings from Amazon Web Service or Azure, or building on a Software as a Service approach. Some companies have even embraced new cloud-based development environments, like… Read more →
Twilio Flex(ing) it’s Contact Center Muscle October 23, 2018Twilio announced earlier this year a plan to offer Twilio Flex, a major new Contact Center as a Service offering into the somewhat crowded market. With SIGNAL, Twilio’s annual Developer and Customer Conference, happening next week we’re bound to hear more exciting news about this new platform. Twilio Flex is not only the latest CCaaS… Read more →
DaVinci – AMC’s New Cloud Contact Center Solution October 1, 2018DaVinci is the cumulation of 23 years of experience in the CRM and contact center integration space. As companies more strongly consider moving away from premise-based communication platforms and onto cloud-based platforms, we wanted to provide a framework to companies to ease this transition. So we created DaVinci, a pure-cloud contact center and CRM… Read more →
Battle for the Single Pane of Glass September 28, 2018Now more than ever contact centers are taking center stage as one of the key components to a successful business. How they organize the information for their agents plays a critical role in the overall success of the customer interactions, the ability to reduce call handling time, maximize single call resolutions, and maintain engaged agents through… Read more →
5 Ways to Make Sure Your Internship Rocks: What we learned after surviving (& eventually thriving) five summer programs September 7, 2018Congratulations. You’ve decided that you want to start an internship program with your company. Although, you may have some doubts as to just how successful it could be. You’ve read articles online, and the recruiting process seems pretty straight forward. However, it sure would be great if you could get some pointers from a business… Read more →
Is everything in the cloud? June 28, 2018A high-level overview of the differences between cloud and on-premise solutions for contact centers. It seems as if everyone is talking about “in the cloud,” and with all the noise around the cloud, the common perception is that it must be better, making many organizations jump on the cloud bandwagon. However, it is important… Read more →
1 free thing you can do today to gain cool boss status May 31, 2018Tony Hsieh, CEO of Zappos since 1999, may be famously known for his mohawks, “weirdness” in company culture and the fact that he sits at the same desk as his employees; however, his open door policy and self-managed organizational model has been both highly praised and widely criticized since the company adopted it. While Hsieh’s… Read more →
It’s Never Too Late to Create a World Class Contact Center (& Reach Customer Service Excellence) April 30, 2018At AMC we’ve got a team of people who have worked alongside contact centers since we started in 1995, so we’re pretty comfortable calling ourselves experts. Outside of our days in the office, we’re cable, cell phone and credit card customers, too, and we find it blaringly obviously when contact centers are getting it right,… Read more →
Numbers don’t lie: A look into what 2019 holds for contact centers* February 13, 2018Contact centers across the globe are changing their operational models – and it is happening quickly! Although it may feel like 2017 was yesterday, 2019’s forecast for customer interactions are predicted to be over half via channels other than voice. And while omni-channel has been driving conversations across most of the I.T. world for the… Read more →
