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News & InformationThanks for stopping by our blog. All content here is either created by us or specifically curated for our audience. Please read and enjoy!
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Services Articles
These articles provide a bit more information about the services we offer as well as how we offer them.
Vendor and Solution Selection 101
Vendor and Solution Selection 101 By: John Rushing, Founder Introduction Let’s face it, nobody likes to write Requests for Proposals (RFP’s). They can be arduous to develop, require a lot of everyone’s time, and the more complex the RFP, the more difficult they...
The Case for Design
Introduction Most of us have seen or heard of Contact Center infrastructure projects that didn't quite achieve the goals they set out to. At least not when they were first implemented. There are a lot of ways that this can occur but in my experience what many of these...
Capability Maturity Model & Future-state Visioning
Overview of the Capability Maturity Model The Capability Maturity Model ("CMM") was originally developed as a tool that would enable objective assessment of government contractors' development processes to implement a contracted software project. Although the model...
ContactScope: Benchmarking
Overview If used correctly, benchmarking your contact center or broader customer experience performance can provide an excellent set of tools to both measure and monitor contact center operations. SixSigma defines Benchmarking "an improvement process in which a...
ContactScope: Contact Center Performance Assessment
Overview Our Contact Center Performance Assessment ("CCPA") is completed through the execution of four (4) inter-related work streams which have been designed to analyze, document, and quantify the organization’s application of people, process, and technology to...
In Technology
This section provides original articles about technologies in, around, and impacting CEM, CX, and related fields. Articles in this section are almost always original content.
ChatBots – An Untapped Goldmine of User Intent
ChatBots - An Untapped Goldmine of User Intent By John Rushing, Founder There have been a lot of discussions lately around how conversational interfaces can and will interact with users whether it's through the use of appliances like Amazon's Alexa or Google's...
AI and Its Potential Impact to CEM and Staffing
Introduction Before I begin, let me encourage you to watch and listen to a demonstration conducted during Google's annual I/O developer conference just a couple of weeks ago. The actual video of the event is about ¼ the way down the page and is labeled “Google Duplex...
The Race to the “Cloud”
Introduction When most of us think of “Cloud” solutions, particularly those related to Contact Centers, the attributes we think about most often include; Low-cost, subscription-based service Zero-install (no equipment to install, configure, or maintain) Ease of use...
Technology vs. Process
A while back I was reminiscing with an old friend about days long-past and all the projects we did back at MCI in the 90's. One of these was a nationally broadcast shopping channel. At the time, the company was a relatively new national broadcasting phenomenon but...
Brain Treats
This section contains articles that may be of interest to our audience. Most are related to customer experience in some way but others may simply be interesting and thought-provoking in some way.
Repost: Flow State – Making Work Better by Making it Harder
I came across this vlog in my Customer Experience Professionals group on LinkedIn and was absolutely spellbound. The link below will take you to Episode 8 but my guess is that you'll binge-watch the entire series and wait anxiously for the next episode as I am now....
Repost: Can baking soda really disrupt a 3 Trillion dollar industry?
Please note: One-half teaspoon (2.3g) of baking soda contains roughly 600 mg of sodium. The FDA recommends a daily intake of less than 2300 mg of sodium a day for persons aged 14 or older. Various medical conditions, as well as both personal and family health...
Repost: What I learned working for Bill Gates and Steve Jobs
This is an excellent article I came across on thenextweb.com. It was written by Ben Fathi and is a wonderful read. Sometimes it's good to look back and consider how much has changed, how fast it has happened (relatively speaking), and how easily we can get so caught...
Customer Experiences
This section contains articles about customer experiences that I have had personally. I try to add comments about what made the experience particularly good or bad. Please feel free to comment and/or mention your own experiences.
WP Engine (www.wpengine.com) – March, 2018
WPEngine (www.wpengine.com) WPEngine is a WordPress hosting provider that operates out of Austin, TX. According to Indeed.com, the company has between 201-500 employees, serving around 75,000 customers For a company its size, not to mention one with over 30% growth...
General Articles
This section contains articles that simply haven’t found a home yet. Don’t worry though. They are all warm and comfy!
Customer Experience
Whether we call it customer experience management or customer service/customer care, the goal should be the same. Know your customer, listen to and understand their needs, and make every attempt to meet or exceed their expectations every single time.
Why contactScope
ContactScope was founded based on the simple premise that your organization knows your customers, your environment, and your business processes best. As an outside consultancy, we are able to provide the industry knowledge, technical expertise, tools, methodologies...
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