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The Mobile Contact Center
Communicating with Customers who carry Smartphones
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Design for the Generic Smartphone
Design for the Generic Smartphone
8 Mobile Contact Center Design Ideas
Thomas McCarthy-Howe
Aug 17, 2018
Google Contact Center AI Looks Backwards
Google Contact Center AI Looks Backwards
Google recently announced their Contact Center AI offer, promising to “Build a modern, intuitive customer care experience with Google…
Thomas McCarthy-Howe
Aug 13, 2018
Beyond Unified Communications: Optimized vs Unified
Just like my previous projects, as we first designed TEN DIGIT, one of my first jobs was to pick a use case to drive the architecture and…
Thomas McCarthy-Howe
May 6, 2018
The Most Important Business Communications Problem and Why
My main criticism of Unified, and OmniChannel, Communications are in the problems they solve. I agree, they are problems, but I disagree…
Thomas McCarthy-Howe
May 2, 2018
The Automation Age of Business Communications
The Automation Age of Business Communications
If I had to impart one piece of advice to aspiring design engineers, it would be to think about the customer and the problem you’re solving…
Thomas McCarthy-Howe
Jun 5, 2017
Sites, Apps and Bots
Sites, Apps and Bots
When To Use Each
Thomas McCarthy-Howe
Oct 26, 2015
About The Smartphone As Conversation Platform
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