Matthew Storm

With an explosive start in the customer service industry, Matthew has an eye on tech and a heart for the customer.Matthew is the Director of Product Marketing on the OpenText CEM team and enjoys speaking to customers, debating with journalists, and traveling the world.
Customer Experience Management

OpenText WFO team welcomes Laurie Shook

Just as the strength of our contact center cloud offering for WFO gains momentum in the market, the OpenText™ Qfiniti…

Read More »
Customer Experience Management

Qfiniti: WFO Provider of the Year

Each year the IQPC Call Center Week Excellence Awards honor, recognize and promote the most innovative call center solutions and…

Read More »
Customer Experience Management

OpenText Qfiniti Showcased at Call Center Week 2017

The Call Center Week expo hall is filled and the OpenText WFO team is ready take you on an adventure…

Read More »
Customer Experience Management

Stop Sending Bad Surveys – Webinar Invite

When your mother told you to “listen twice as much as you speak” she was right! With survey fatigue at…

Read More »
Customer Experience Management

OpenText Qfiniti 16.2 – Created for Results, Designed for Coaching

For over 17 years, OpenText™ Qfiniti customers have been asking callers to “stay on the line at the end of…

Read More »
Customer Experience Management

OpenText WFO Video Series: Lessons Learned About Reporting to Executives

I’ve just taken a few moments to go back and read the 2017 Video Series blog posts that my colleagues…

Read More »
Customer Experience Management

OpenText WFO Video Series: How can the Contact Center Align with the top Priorities of Executive Leadership?

Competing in any market based on delivering an outstanding customer experience is ranked by many CEO’s as a top priority…

Read More »
Customer Experience Management

WFO Video Series: Driving Contact Center Awareness

I have had the pleasure of speaking with Donna Fluss, President of DMG Consulting, on numerous occasions, and she often…

Read More »
Customer Experience Management

“One Step” to Make Agent Guidance Easier

Have you looked at the desktop of the average customer service employee lately?  Even with unified communications and the consolidation…

Read More »
Customer Experience Management

Check Your Coaching Program Expiration Date

One night while visiting family in Tulsa, I developed one of the worst headaches I’ve had in years.  The Advil…

Read More »