There are a lot of posts out there with titles like “10 A/B testing mistakes you are making”. They offer…
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Mark Hamill is a good guy. I’ve been lucky enough to meet him on a couple of occasions in the…
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When it comes to testing program success, lift is undoubtedly the most popular or most used metric to measure success.…
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Contact Center Quality Assurance (QA) teams today provide two critical services to their contact center organizations. First, they document agent…
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Today, I am very excited to announce the release of OpenText™ Qfiniti AutoScore. This is an important announcement for multiple…
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Strong Performer in WFO? You bet! OpenText™ Qfiniti and OpenText™ Explore are every bit as robust and more scalable than…
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For your convenience, you can either listen to the Podcast below, or read the transcription in this blog. Complex Processes Simplified…
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Just like the floating feather at the start of Forrest Gump, a story too good, too poignant, too raw to…
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The back-to-school season impacts all of us. Perhaps you’re preparing your children for a new school year. Perhaps it means…
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From scrolls to print, from hardback to paperbacks, from broadsheets to tabloids, and from print to digital, the world of…
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The customer journey is being redefined in the digital age from a linear process to an ongoing loop of BUY…
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So far in this series, I’ve covered having a flexible toolbox and flexible technical expertise, while in the last two…
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At this year’s OpenText Dialogue 2016 conference, you couldn’t be in a better seat to get insight and guidance on…
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Understanding the modern-day contact center requires new thinking, and as Workforce Management (WFM) professionals, we cannot stay stuck in the…
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In this post I’ll discuss what you need in order to have a virtual conversion rate optimization (CRO) team with the…
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A core component of every WFO platform is the ability to record an agent’s desktop and deliver a movie-like experience…
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Introducing Mobile Emulator, Click Counters, and more, in OpenText™ Optimost VisualTest 1.6. We’re excited to announce that the latest self-service…
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Do we really need more buzzwords to promote cloud? I think not! Here’s just a few I found today: Taking…
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Preparations are well underway for Dialogue 2016—the industry’s customer engagement event of the year! And what a timely event this is,…
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An angry man with a delivery van just redefined my understanding of omni-channel customer experience. Traditionally when I’ve referred to…
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