The fact that compliance efforts can be challenging is no surprise to IT professionals and managers. Today’s regulatory environment is full of security and privacy regulations that place strict limits on the collection, handling and storage of sensitive information, and IT teams often find themselves responsible for the heavy lifting of compliance programs.

I recently had the opportunity to visit with a retailer that operates a large contact center to support its international chain of stores. The company was in the early stages of reviewing its compliance obligations and asked us to find ways to modify business practices to reduce the scope of its compliance efforts. After reviewing the company’s activities, we discovered a few small changes in the way the company handles information that could dramatically reduce its compliance burden. Organizations across industries can draw lessons from this experience as they seek to reduce their own costs of compliance.

The last time we blogged about this topic, we went into detail about that “one weird trick” for bringing Telepresence into your Webex Event Center meetings and events. While effective, that “trick” involved a complex setup to get there. Fun for geeking out — not as much fun when trying to simplify your virtual event workflow. Event Center now supports joining directly via Cisco Video devices.

It’s widely accepted that people, process and product, or what’s often called “the three P’s,” are the pillars of business success. That means that organizations considering, implementing or optimizing an enterprise operations platform need to take the right approach if they hope to get the most from their investment — tools alone can’t win the day.

Before you spend a lot of time and money on a customer relationship management, enterprise resource planning or project management solution, let’s look at a few best practices that will set you up for success.

As more companies look to migrate services to the cloud and embrace OPEX subscription billing, how does this relate to the contact center? As the contact center technical architect of CDW’s research and development group, I spend all my time looking at products and where they fit. Cloud contact center has been at the forefront of my more recent research and development. In this blog series, I will take a deep dive into several solutions, their options in the market, and how they may fit into your business.