darc rasmussen

Changing MSP Landscape: Labor Arbitrage No More

This is the first of a two part series exploring why throwing more manpower at problem resolution no longer works for managed service providers.

Communications Blog

The Role of UC Instrumentation in Digital Transformations and the 'Moment of Truth'

If you're contacting a business for any reason at all, the success criteria for that moment of truth can be extensive:

Communications Blog

IVR: A Common Casualty from Lack of Contact Center Stress Testing

In a recent blog, I discussed how call center stress testing ahead of peak season was an essential for any businesses relying on sales from their busy periods to tide them over throughout the year. But what is the impact of failing to carry out sufficient contact center stress testing?

Communications Blog

7 Burning UC Trends for 2017

The start of a new calendar year is a great time to rethink tactical plans and update knowledge on growing industry trends; wiping off the cobwebs from 2016 and starting afresh. The unified communications (UC) market will make strides in 2017 as a myriad of advanced technologies will shift how businesses and consumers converse. Here are my seven 2017 predicted trends in UC that will come on your radar - I'd love to hear what yours are in the...

Communications Blog

Don't Stress this Holiday - Stress Test your Call Center Instead

For retail, travel and many other industries December is the busiest and most important time of year. Having systems stay up and running over the peak capacity period is crucial. 

Communications Blog

Unified Communications Horror Stories

Halloween is an interesting tradition. There is some conjecture over the origins of whether it is a Celtic festival, with pagan roots, or a Christian event on the eve of All Hallow's Day. Either way, it has grown in popularity over the years and now provides families the opportunity to go 'trick-or-treat' dressed up as all sorts of characters. This year, however, it got me thinking, what are some of the unified communications horror stories I've...

Communications Blog

Why your Unified Communication Needs Instrumentation

Airlines long ago recognized instrumentation is vital to the safe and efficient operation of their aircraft. And yet corporations to this day manage their unified communications systems - many of which are just as complex as an airplane--with no instrumentation at all, flying blind from one white-knuckle incident to the next.

Communications Blog

Why a Virtual Customer Process Could Save Your Contact Center

Being able to deliver a delightful customer experience can be the difference between the success or failure of a business - and that makes a 360-degree view of contact center performance management an imperative, as discussed in my previous post, Delivering Omnichannel Experience in Multichannel World. Exploring this idea further, it's also important organizations get the customer perspective on how the contact center is performing.

Communications Blog

Delivering Omnichannel Experience in a Multichannel World

In this day and age, direct human-to-human interaction between an organization and its customers is a rarity, which makes it important to deliver an outstanding experience when it does occur. As the critical customer service hub, the contact center must provide the best experience possible, or risk losing customers.

Communications Blog

Thinking Beyond the Platform for Skype for Business Management

Optimizing performance of Microsoft's UC platform requires a holistic view of and the ability to manage the entire Skype for Business ecosystem proactively.

Communications Blog

How to manage Skype for Business in a multi-vendor environment [podcast]

Skype for Business continues to change the unified communications landscape. In the majority of instances Skype for Business needs to work effectively with legacy equipment. In his first session on the IR-Podcast, CEO Darc Rasmussen discusses tips on how to effectively manage Skype for Business in a multi-vendor environment.

Communications Blog

Call Center Monitoring Matters (because what you don't record can hurt you)

Making sure your call center monitoring solution is working properly is an ongoing challenge. Whether it's legal, healthcare, or financial services, large organizations need recordings to satisfy compliance requirements and to resolve legal disputes with customers.

Communications Blog

Collaboration and the Art of Meeting Productively

We can connect and collaborate like never before, but it takes careful planning and management of the entire ecosystem to reduce time lost in unproductive meetings.

Communications Blog

Don't be a Victim of 'Watermelon Metrics'

Watermelons are beautifully green on the outside. But if you had never seen one before, you might be deceived into thinking the whole fruit is the same color. It wouldn't be until you cut it open that you'd come to find the inside is a deep, juicy red.

Communications Blog