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For those of you still struggling to understand the computing "cloud", you will enjoy this video from Katie Couric. The cloud is changing the way that people and businesses manage computers, applications and data. The cloud creates unprecendented opportunies and new challenges as well. The explosion of new cloud applications, offers new productivity and entertainment tools. But these same applications also present new security and data risks.
It was a full house at the Henderson House in Weston, MA on March 25th for the NECCF Spring Forum. The major theme of the day was the rapid changes occurring in the contact center industry and all attendees were eager to learn more. The first presenter, Michael Jordan from Metro Credit Union spoke about his experiences managing a call center in the banking industry. He is currently facing significant challenges in the management, ease, and implementation of multiple channels. Like many contact center managers, he and his agents are supporting phone, chat, email, and social and the task is overwhelming, not to mention confusing. Luckily, SpiceCSM was there to give Michael some insight on how our cloud based platform integrates with each app, providing a single agent desktop/CRM/reporting dashboard that can handle all channels simultaneously.