Two Minutes and 11 Seconds

How much importance are your agents placing on Average Handle Time and After Call Work metrics? Is it producing the results you’re looking for?

During the latter part of my consulting days, I worked on a Workforce Optimization Planning project designed to empower the agents of an already world-class center to “be the best.” Part of the client’s initial vision was to provide as many stats to the desktop as possible so agents could self-manage. They figured that if agents had all the data then they would be empowered to deliver even more exceptional customer service.

One of the […]

Notes from our WW User Conference – Interactions ’11

As I write this, people are buzzing around the hallways here at Interactions ’11 (our global user conference) waiting for the next sessions to begin. They are here to see what’s new in our solutions, where our product roadmap will take them, and how our partnerships with other vendors (RightNow Technologies, AudioCodes, Polycom, Salesforce, and many others) will allow them to be even more effective and efficient running their business in order to generate more revenue.

During these conferences (this is the largest user conference ever for us – over 700 attendees), there are so many conversations that take place. […]

So What Can I Do With An Interaction Client Add-In?

Before we dig too deep into Add-Ins for the Interaction Client, it would be useful to cover the functionality that Add-Ins expose. Leave a comment and let me know which of these you’d like me to explore first in a future post. Each topic is followed by a list of relevant classes or interfaces, to help if you want to explore on your own.

Tracing (ITraceContext) Write messages out to the InteractionClient log file for post-mortem debugging. Desktop Alerts, or “toast windows” (INotificationService) Display a custom message in an alert window Making Calls (ICallService) Create a new outbound call interaction […]

Wax On, Wax Off: Best Practices for Planned Changes


Welcome to my first Tech Lounge blog post.  My name is Drew Bisson and I am the Support Critical Situation Manager.  I see many issues and outages, a good portion of which are due to planned changes where people skimped on the planning.  So without further ado I give you…

Wax On, Wax Off: Best Practices for Planned Changes

In the 1984 film, The Karate Kid, the main character Daniel LaRusso (played by Ralph Macchio) wants to learn Karate and his teacher, Mr. Miyagi, starts his training by having him perform arduous chores like waxing his cars, sanding a wooden floor, and […]