Trillium Insights

Thoughts and Insights from Trillium's Practice Leaders

Maintaining Data Privacy in the Contact Center

Maintaining Data Privacy in the Contact Center

Most of us have interacted with a contact center and heard the phrase “This call may be recorded for quality or training purposes”.  GDPR and some of the new US-based state-wide privacy regulation have an impact on the policies and business process for call centers.  One of t... Continue reading…

What’s the difference between a user story and a task?

What’s the difference between a user story and a task?

Well that’s an easy question, I thought. I began to think and realized it wasn’t actually such an easy difference after all. I’d been using the two terms, "user story' and “task” for years, and they seemed pretty distinct in my head. User stories were on the ... Continue reading…

Avoiding a CRM Selection & Implementation Mistake

Avoiding a CRM Selection & Implementation Mistake

Many organizations want to quickly implement Customer Relationship Management systems to manage their sales channel and customers.  A recent CIO.com article by Jennifer Lonoff Schiff lists a number of mistakes organizations make during the system selection and subsequent CRM implementation.&n... Continue reading…