Articles by Rick McFarland

1. 3 Ways To Provide Effective Contact Center Solutions 12/22/2016

   A new generation of IT personnel and contact center managers is coming to the forefront. Young, technologically-savvy professionals are taking leadership positions in the field, so it’s only natural many of these individuals focus on the concepts they were raised with: instant gratification, gratuitous rewards, and plug-and-play technologies.

2. Top Reasons To Utilize Consultative Services In The Contact Center Space 11/9/2015

   There is a longstanding joke in the telecommunication sector: A business owner will believe anything a technician says, as long as he is located 50 miles from the office. If you are in-house, no one listens.

3. In WebRTC-Based Software Development, Verticalization Is The Name Of The Game 3/16/2015

   There has been a trend in software development over recent years to build products with graphical user interfaces (GUIs) that are a lot more, well, graphical. In an effort to make these experiences more attractive and inviting to users, designers started taking their cues from the gaming world, swapping out verbal descriptors and text-based identifiers for visual equivalents in the form of images and icons. Intuitiveness was the game plan.

4. In Praise Of The “Boutique” Contact Center Partner Strategy 6/12/2014

   An analyst recently asked me about the benefits of working with an independent technology provider — compared to a huge vendor partner — in the contact center space. It may seem counter intuitive to some, but when contemplating whether it’s better to work with a larger-scale “mega-provider,” your answer should be no. And there’s a terrific reason.

5. Are You Ready For WebRTC ? 12/5/2013

   Rick McFarland of Voice4Net lists questions to ask your partners about transitioning to WebRTC-based communications.