October 23, 2020 There’s a saying in Chicago: If you don’t like the weather, wait a minute. A pithy way of describing something that can change quickly, it could easily characterize the state of many things these days — including business operations. When we last visited the subject of IT spending, in May, Gartner […]
EHRConnect: Epic Integration Eases Healthcare Contact Center Experience: UpdatedRead
Updated October 20, 2020 This article was originally published in August of 2019. Healthcare institutions face a unique challenge when it comes to providing a seamless patient experience. When patients attempt to contact a provider, they are often faced with a complex interactive voice response. In a new era of COVID-19, the patient experience has […]
The Value of a vCISO: A Cybersecurity ReportRead
October 15, 2020 Work meetings and happy hours are often online these days, but it didn’t take a global pandemic for certain technology roles to go virtual. An increasingly common example is the virtual chief information security officer (vCISO). The typically remote version of a position that has traditionally been filled by in-house staff, […]
2020 Tech Trends in Education: An EdTech ReportRead
October 13, 2020 by Kim Morgan When Mindsight last dove into EdTech trends in 2018, the world was a very different place. Tiger King was relatively unknown, the Washington Nationals had yet to win a World Series, and, of course, the world had yet to be gripped by COVID-19. In this era of “new normal”, […]
Lessons Learned During COVID-19: A Cybersecurity ReportRead
October 8, 2020 Pandemic and Cybersecurity When the COVID-19 pandemic began sweeping across America earlier this year, it impacted life and business in innumerable ways. One saving grace was, and remains, the Internet. In some ways, though, it’s a cursed blessing. Although we’re able to conduct a lot of traditionally in-person activities online — school, […]
Privacy With Google Classroom: An EdTech ReportRead
October 6, 2020 *We have updated this article with new information. This article was originally published September 19, 2018 with updates in April of 2020. * In March of 2020, the rise of virtual learning associated with the coronavirus meant more than 20 million students abruptly transitioned from learning in the classroom to learning […]
Contact Center as a Service (CCaaS): A Contact Center ReportRead
September 29, 2020 The modern version of a contact center, also referred to as a call center, houses much more than headset-wearing customer service reps and rows of phones. Equipped with the latest technology and located largely in the Americas and Europe, an increasing number of them aren’t even centers in the traditional sense […]
End of Life Phones Get an Extension for 2020Read
September 24, 2020 After nearly two decades in service and one decade of being unserviceable, many of Cisco’s older phones are about to face the final curtain. Or are they? Many that heard the news in recent months have likely been panic-stricken about replacing the impacted phones. Fortunately, Cisco just issued a bit of […]
The COO And The Customer Experience Collide: A Contact Center Report UPDATEDRead
Updated September 15, 2020 by Siobhan Climer, John Irey,and Kleid Gjataj The Chief Operations Officer (COO) is the second-highest ranking executive in most corporations. A Chief Executive Officer (CEO) provides the vision; the COO executes that vision. It may seem odd to think of the COO role intersecting with the customer experience, yet that […]
What Is IaaS, PaaS, and SaaS? Examples and Definitions: A Cloud ReportRead
Updated September 10, 2020 by Siobhan Climer and Mike Czerniak The as-a-service label has been utilized in every facet of the technological sphere. In fact, there are some within the industry who advocate for an “everything-as-a-service” model, which is simply suggesting that anything can be commoditized – not the most radical statement ever. Regardless, […]
