How many times have you walked into a doctor’s office and been asked to sign a HIPAA form for the upteenth time? While this may seem like an annoyingly redundant request, all that HIPAA encompasses is more than an admission ticket for a physician visit.  What...

      (This article first appeared on Chron.com) According to Graham Williams of Centre-ing Services, communication by telephone will be reduced to 5 percent of all business communications by 2015. Businesses have other options, such as digital communication through...

  Weeks away from the busiest shopping season of the year, sales people and the companies they serve are fine tuning sales strategies to close out 2018 with a bang. For VARs, lacking the luxury of piggybacking on retailers’ Black Friday and Cyber Monday deals, what...

     Why IT Managers Should Follow the Cloud   Let’s face it. IT Managers can be a serious bunch, and who can blame them? What falls on their shoulders is an expectation to not only see the future, but also build the future. Using terms and technology that many...

    (This article appeared previously on the Harvard Business Review) Outbound B2B sales are becoming less and less effective. In fact, a recent survey found that connecting with a prospect now takes 18 or more phone calls, callback rates are below 1%, and only 24% of...

    (This article appeared previously on LinkedIn.com)    Many talk about the art and science of B2B sales. But what about the math?  In arithmetic, you can solve a problem by beginning with the answer and applying operations in reverse to find the starting number....

  Front-facing employees are the lifeblood of a business. Being in the frontlines, they brave through the challenges that come with delivering great customer experience on a daily basis. According to a 2017 report from Microsoft, 97% of global consumers say customer...

  “So what happened next?” Last Saturday on the subway, I found myself accidentally eavesdropping on the group of strangers opposite me. The story being told was so compelling that I (almost) missed my stop in an attempt to hear the end. Stories have that effect on...

 A contact center agent deals with stress on a daily basis, and it can get pretty taxing. But a contact center manager is no exception. The stakes have always been high and the pressure is on for the upper management. Imagine having to balance operational costs,...

 By 2018, American telco Verizon will have ceased its ISDN services—a platform for voice, video, and data exchange introduced in the ’80s by the CCITT—in the entire country; in the United Kingdom alone, ISDN lines have seen a decrease of 3 million from a statistical...