by John Rushing | May 29, 2018 | Services
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...
by John Rushing | May 10, 2018 | Services
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...
by John Rushing | May 1, 2018 | Services
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....
by John Rushing | Apr 26, 2018 | Services
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...
by John Rushing | Apr 26, 2018 | Services
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...
