OpenText
1 Magazine | 249 Articles | 19 Followers | @OpenText | OpenText is the leader in Enterprise Information Management (EIM). Our EIM products enable businesses to grow faster, lower operational costs, and reduce information governance and security risks by improving business insight, impact and process speed.
Hey, Coach! Getting Started With Contact Center Coaching
During my visits with various contact centers, the word coaching is often used in conversations with management. However, it isn’t always clear …
From the Desk of Dr. WFO: Who Exactly IS Dr. WFO (aka Roger Lee)?
When the opportunity to create a blog under a pseudonym came up, I jumped at the chance.<p>Dr. WFO is the perfect name for the wealth of knowledge and …
Webcast: Why Desktop Intelligence is key to Great CX
From the desk of Dr. WFO:<p>Both Lorne and I want to thank everyone who attended our webcast last week. In case you missed it, you can find a recording …
Your Roadmap to a Better Way to Work: Enterprise World 2016
Enterprise World 2016 is quickly approaching, and this year we’ve got something new in store. I am pleased to announce a new location for our annual …
Follow up to my CCNG Blog: Leadership and Celebrating Mentors
<i>The Path</i><p><i>Good thoughts and actions can never produce bad results: bad thoughts and actions can never produce good results.</i><p><i>– James Allen</i><p>We came …
CCNG Executive Summit: Leadership for the new Workforce
From the desk of Dr. WFO:<p>On August 3-4, I had the opportunity to participate with a number of great organizations at the CCNG Executive Summit in …
Perceived Expectations or Conceived Expectations?
Perception is reality. That’s a common belief and one I tend to agree with. For instance, I’m a baseball fan. My perception of baseball is that it …
Explore: You are on the Fastest Route
In my previous blog I discussed using OpenText™ Explore <b></b>to find the true source of the problem you are trying to solve. On this journey, as in any …
Explore: You are Here, but Where is Here?
In my previous blog, I said that one of the two critical pieces to any journey was knowing your starting point. In this post I am going to look at …
Explore: Navigate Your Journey of a Thousand Miles
<b>Journey (</b><b>?j?rn?)</b> <b>{n} An act of traveling from one place to another</b><p>The Chinese philosopher Lao Tzu said, “<i>The journey of a thousand miles begins</i> …
Optimost Helps National Rail Enquiries Boost Conversions
National Rail Enquiries (NRE) is the definitive source of customer information for the UK rail service and reaches 500 million users every year.<p>With …
How FindLaw Achieves Data-Driven Success With Optimost
FindLaw.com makes the law accessible to the public by providing information on common legal issues for consumers and small businesses. They also …
Contact Center Industry Predictions for 2016
From the desk of Dr. WFO:<p>2015 is almost over! Can you believe it? Friends and colleagues are already talking about resolutions for 2016, (I shared …
The Future of Information: The Key Disruptive Forces
In the current Digital Revolution, organizations are facing a confluence of disruptive forces as they climb the technology adoption curve on their …
The FutureBig News From Optimost in 2015!
The Optimost team is focused on making 2015 the most successful year yet for our customers. Today I wanted to share an update on these</b> …
Personalization5 Ways to get Your CEO, CFO & CMO Excited About Web Testing (Webinar)
Leading a strong web testing and optimization program is about so much more than conducting a lot of tests.<p>How well are you heard in your …
One More Resolution for 2016: Create a Formal VoC Program
As January winds down and most of the New Year resolutions have either become a habit or a memory, I thought I would offer one more resolution to …
Turn Regular Customer Communications Into a Powerful Marketing Asset
When you receive a bill or an invoice do you ever give it a second glance? Most bills that arrive at my house just get dropped on the desk in my …
MarketingAre You in Control of Your Web Optimization Program?
In a recent blog post I talked about what it’s like when you have what seems like unlimited testing resources and the level of success possible. I …
Apples to ApplesDo you Have the GRIT for Testing Success?
The <b>GRIT framework</b> is an evidence-based optimization model, developed by Mark Fassbender, Global Head of Web Optimisation at LexisNexis*. The GRIT …
Customer Satisfaction5 Conseils Pour (Re)faire Sourire un Directeur Marketing Face à la Complexité du Digital
Il ne fait aucun doute que le marketing occupe un rôle central au sein de la majorité des entreprises. A l’ère du Digital, la capacité du directeur …
Transformation Numérique des Services Publics: L’Etat-Plateforme, un Enjeu Majeur Pour la France
Les résultats d’une étude Ipsos pour Sopra Steria révélaient, entre autres, que près de 60% des Français considèrent que la transformation numérique …
The RFP Process and You – A Relationship Guide (Webinar)
Do you have a love-hate relationship with the RFP (Request for Proposal) process? Does it elicit warm feelings that the acronym could also stand for …
WebinarsTransformation Digitale: Rompre les Silos Pour Avancer
La transformation digitale s’impose. Le monde change, le bouchon remonte, nous n’en voyons aujourd’hui que la tige en bois.<p><b>De la transformation du</b> …
Resist the Dark Side—Govern Cloud Content, You Must
Everyone knows that cloud and mobile platforms are game changers, offering a long list of benefits. At the top of the list is improved sharing and …
Hybrid CloudsThe Symbiotic Contact Center: Working With Product
Too often, the product department gets excited about a new opportunity and skips a crucial step in the research process. Here’s what it usually …
2016 Resolutions With Dr. WFO
From the desk of Dr. WFO:<p>With the calendar year quickly coming to a close, I’ve started reflecting back on 2015. Between the blogs, webcasts, events …
American West2016 Contact Center Resolutions: Listen Less, Talk More
Voice of the customer, active listening, customer feedback, customer focus – you’ve heard these terms before. They all basically mean the same …
Big Data2016 Resolutions for Contact Center Professionals
Just before the holidays Roger Lee, my colleague and our resident Doctor of All Things WFO, posted his professional 2016 resolutions with Dr. WFO. …
Big DataIs Your Application Development Getting Lost in Translation?
More and more companies are changing their approach to application development, focusing instead on the information they need to create and manage …