Yearly Archives: 2024

Several businesses I’ve worked with recently have had the misfortune of being victims of cybersecurity incidents. While these incidents come in many forms, there is a common thread: they all started with a compromise of user identity. Why Identities are Targeted Identity security—whether it involves usernames and passwords, machine names, encryption keys, or certificates—presents a…

Over the past two years, I’ve been making the point that near edge and far edge are utilitarian terms at best, but they fail to capture some really important architectural and delivery mechanisms for edge solutions. Some of those include as-a-service consumption versus purchasing hardware, global networks versus local deployments, or suitability for digital services…

Want to enhance your contact center operations, elevate customer service quality, and improve agent performance? You cannot do that until you know what is going on in your contact center— what’s working and what’s failing. And that’s where contact center reporting can help. Contact center reporting inherently leverages a data-driven approach to make decisions. And…