Ken Zrobok

Ken Zrobok
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Enterprise Contact Center Solution

Posted by Ken Zrobok on Mar 1, 2018

Why Having A Single Source Of Data Is Important?

Contact Centers have been a multiple application product which means multiple locations of data. Historically, Contact Center Managers or Supervisors in the US and Canada who run comprehensive reports are challenged with inaccurate reports.

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Tags: CCaaS

Contact Center Redundancy: What You Need to Know

Posted by Ken Zrobok on Feb 8, 2018

For ICMI, January 2018

Before we get to the actual best practices for contact center redundancy, let's start with a brief historical overview to explain why we need to be talking about redundancy at all. Years ago, a primary business objective was to provide an avenue for customers to reach your company when they needed answers to their questions. This type of interaction evolved into a “call center” when at the time, phone calls were the only communication channel with which a call center could operate.

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Tags: CCaaS, CCTR Operations

Contact Center Design Starts With Reporting

Posted by Ken Zrobok on Sep 19, 2017

Proper reporting Is A Key For The Contact Center Performance

When you are designing a Contact Center, one of the first questions you should be asked by the company installing the Contact Center solution is "how would you like your reports to look?" This way you are guaranteed to avoid one of the biggest frustrations Contact Center Managers may have.

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Tags: CCaaS

How PureCloud Is Disrupting The Cloud Unified Communications Market

Posted by Ken Zrobok on May 4, 2017

The First Attempt In Cloud Unified Communications
Wasn't Really A Cloud...

In a rush to move Unified Communications technology to the Cloud the majority of suppliers in this market actually ended up moving their traditional solutions and technology to a data center. Yes, they did remove all their equipment from your environment but it accomplished nothing to enhance the delivery of features or to improve reliability which is especially critical for the growing Contact Centers.

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Tags: CCaaS

The Cloud-Based Contact Center Solution That Was Made For The Enterprise

Posted by Ken Zrobok on May 1, 2017

Not All Telephony Companies In The Market Get It Right

With all the evolution and disruption in technology these days, telephony companies could have re-evaluated the design to leverage newer technologies like micro-services and containers. Instead, some of them took the easy path and just moved everything into the "cloud" aka data center(s). But just by moving the hardware and software to the data center and adding a couple of redundant data centres across the world, does not a reliable and scalable telephony solution make.

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Tags: Customer Experience, CCaaS

Getting Contact Center-as-a-Service Right

Posted by Ken Zrobok on Apr 25, 2017

The Ultimate Guide Of How To Start With CCaaS

Contact Center-as-a-Service (CCaaS) has opened the doors for any size business to put up their own Contact Centers, and many are doing just that. 

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Tags: CCaaS

Bring Your Team Together In The Cloud

Posted by Ken Zrobok on Apr 6, 2017

Empower Employee Collaboration With Cloud Communications

Remember the days when the only way you could empower your team to collaborate was in face-to-face meetings that required time and travel that were planned far in advance? That brings up not-so-fond memories of securing landlines, delayed flights, flip charts, windowless meeting rooms and maybe even slide projectors!

Of course, in today’s business world, this is an outdated and impractical proposition. You and your team are mobile, on demand. Most companies today need flexible business communication tools that enable quick teamwork to solve business problems, wherever a worker may be, on multiple devices.

But how do you create collaboration when you and your staff may be located all over the state, or even the country?

Watch PureCloud Collaborate Demo Video

Communication Tools That Drive Collaboration

It all depends on the tools you are using to gather team members together to share information, plan and innovate.

Many businesses lack the communication equipment their teams need to work together effectively.

Today, your employees access information from their desks, laptops, cell phones and a variety of other devices, wherever they may be. To share that information they use email or separate web applications that require additional steps to use. Even with web conferencing, the personal cell phones that remote employees rely on may not be connected to the company’s main phone system to join a conversation.

Thankfully, there’s a relatively simple way to solve that problem: Implementing a company-owned communication system that’s flexible, mobile, and collaborative.

Enable Mobile Employees With Functional And Professional Tools

A unified communication system encourages collaboration. Team members can make and receive company calls, access corporate voicemail, setup virtual conferences and instant message from a basic Internet connection.

It’s one click to start a meeting or share a document. No more separate emails, links and phone numbers. It just happens in the flow of the conversation.

Traditional phone systems, on the other hand, often hinder collaboration because of their limited mobile capability. This results in lost money, lost productivity and lost opportunities. To top it off, you may be paying more in the form of multiple carriers and disparate systems.

Cloud communication systems give you a continuous connection to your partners, co-workers, customers and suppliers from almost any location your employees are working. Your teams can collaborate as easily from the road as they can from the office.

Forget about fragmented conference calls and impersonal emails. In today’s business environment, it just makes sense to bring teams together using cloud technology.

At LANtelligence, we put continuous effort, planning and expertise into making the difference between a system that contributes to your business goals and system that disrupts your team. We select the best solutions that exist today and continuously evolve to share with you.  

WATCH DETAILED DEMO VIDEO OF PURECLOUD COLLABORATE

 

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Tags: CCaaS

Two Necessary Steps To Getting Contact Center-as-a-Service Right

Posted by Ken Zrobok on Jan 5, 2017

 

As we discussed in our previous blog, Contact Center-as-a-Service (CCaaS) has opened the doors for any size business to put up their own Contact Centers, and many are doing just that.

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Tags: CCaaS

Ready For The Age Of The Customer?

Posted by Ken Zrobok on Nov 28, 2016

Forrester Research states that we are at the beginning of a new age. The Age of the Customer.

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Tags: Customer Experience, CCaaS

Faster, Better And Cheaper - Have All Three With One Cloud Solution!

Posted by Ken Zrobok on Nov 28, 2016

For years we’ve been told “Faster, Better, Cheaper – You can pick 2”

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Tags: CCaaS

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