Heather Hurst
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I’m a frequent caller to call centers, and also spent a few years on the phones in one. I’ve been on the customer side and the agent side – and I’m here to ensure this blog brings value to you and your business. So reach out – if there’s anything you want to see on the blog, let me know: feedback@inContact.com. In the meantime, I’ll provide you with updates on inContact, call center trends, and my random musings.
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Cloud, You Have Arrived

by Heather Hurst
July 27, 2011
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Have you ever tried to talk to your best friend, neighbor, dad or any other non-call center buddy about ACD, scripting, unifying agent desktops and improving self-service? If you're anything like me and have made that socially awkward mistake, those comments are usually met with blank stares or people just walking away from the conversation altogether. So, I've been a bit leery to start bringing the topic of the cloud into everyday conversation, just in case it isn't completey ubiquitous. Well, the wait is over. The cloud has officially arrived in popular culture.

How am I so sure about this? Well, as I sat down to read my weekly guilty pleasure, Entertainment Weekly, I noticed an article headlined, "Who's Winning the Cloud Race?". The article described the cloud and theorized on which music sharing service will be the cloud delivery leader. Given that the article was:

  1. in Entertainment Weekly, not exactly a tech magazine
  2. right next to an article featuring a photo of Kim Kardashian taking an X-ray of her famous posterior to prove she was implant free,

I think the cloud has definitely entered the mainstream public consciousness.

So what does that mean for those of us well entrenched in the cloud, and talking freely about SaaS, ACD, agents and self-service? Well, soon people will wonder why we ever installed hardware on premise rather than accessing it via the cloud. Oh, and we all now have conversation topics for the next cocktail party or night out!

Posted at 10:00 AM in
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I think the cloud has definitely entered the mainstream public consciousness.That is so true ambien dosage
Posted by situ (not verified) on Thursday 12/15/2011 at 04:39 AM
When I talk to people about "the cloud" I often use the examples of gmail, Google docs, and even better - Travilocity, Expedia, or Price Line. I usually ask the question - "when was the last time you used a travel agent to book a flight or hotel or rent a car"? More than half the time the response is that they used one of the travel sites, got a great deal, and had a great user experience - that's my lead in to "the cloud".
Posted by Dave Cebrowski (not verified) on Wednesday 07/27/2011 at 11:59 AM