Justin Hester

If you’ve been working in corporate America in the past decade, phrases such as … “I’m on a conference call.” “Hang on, I’m on mute.” Or, “Hold on, I’m trying to dial in my meeting ID.” … have become commonplace. The beauty of modern technology is that it enables remote work and virtual collaboration in…

When I tell organizational leaders that they can cut the average call time in their customer engagement centers by 10 to 20 seconds, their eyes light up. I can see them doing the mental math, calculating their potential savings by multiplying those shaved seconds across all the calls that their customer service representatives handle every…

During the day, I speak with banking executives who want to be as strategic and efficient as possible with their customer outreach. But when I go home, my mailbox, my email inbox and sometimes even my voicemail are filled to the brim with offers from financial institutions for products and services that don’t fit at…

Recently, a Midwestern bank with around three dozen branches reached out to CDW for help. The bank’s customers had grown accustomed to the friendly, in-person service of a small financial institution, but as the organization grew, it couldn’t afford to staff all roles at every location — and particularly not specialized positions such as loan…

There have never been so many ways for customers to do their banking. Of course, they can walk into a local branch or call a toll-free number, but they might also access their accounts through a mobile app or roll up to a video ATM and connect with a specialist based several states away. In…

Increasingly, the businesses I work with have moved, or have begun planning a move, to cloud-based telephony services to replace their on-premises systems. Cloud-based telephony is an on-demand computing model allowing users to tap into a shared pool of configurable computing resources — such as applications, networks, servers, storage and services — that can be…