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

Experiences made easy in the cloud

In today’s cloud-first market, it’s essential to have cloud strategies that empower marketing, line of business users, and developers. At…

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Customer Experience Management

The stepping stones of the customer experience journey

I love to hear my parents tell stories from their younger days. One of my favorites is about an incident…

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Customer Experience Management

Employee engagement and the quality management renaissance

This post has been written by guest author Paul Stockford of Saddletree Research. What is the “quality management renaissance”? When…

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Customer Experience Management

OpenText debut on Gartner Magic Quadrant for Workforce Engagement Management for Qfiniti solution

The OpenText team is proud to announce its arrival to the Gartner Magic Quadrant for Workforce Engagement Management (WEM) for…

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Customer Experience Management

Improving CX is not a one-time effort

Welcome to 2018!  I trust that you’ve all updated your gym membership, started your diet and sworn off all those…

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Customer Experience Management

Creating a game plan for effective agent coaching

Fifteen seconds left on the clock. The team is down by 2 points. The coach of this basketball team has…

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Customer Experience Management

Qfiniti and Enterprise World 2018

If you joined the Qfiniti team for the massive OpenText user event in Toronto this summer, thank you, and we…

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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…

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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…

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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…

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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…

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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…

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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…

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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…

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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…

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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…

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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…

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