Yearly Archives: 2024

As a contact center owner, does hiring, compensating, and supporting the workforce contribute to the majority of your expenses? We understand that it’s necessary to fulfill rising demand, ensure customer satisfaction, and deliver quality service, but you must limit those expenses to avoid increasing operational costs. How? Through workforce optimization (WFO). Interestingly, a big financial…

A lot of companies choose Do Not Call (DNC) scrubbing methods to comply with federal laws as well as state regulations while trying to retain marketing compliance. But, as the regulatory landscape evolves, it becomes increasingly difficult to keep up with and comply with telemarketing laws and regulations. However, depending merely on DNC scrubber techniques…

Over the past four years, I’ve consolidated a representative list of network observability vendors, but have not yet considered any modeling-based solutions. That changed when Forward Networks and NetBrain requested inclusion in the network observability report. These two vendors have built their products on top of a network modeling technology, and both of them met…