State of Hybrid Work Report
Not all businesses can go 100% remote. Is hybrid work the answer? Knowing how to navigate a new hybrid work model can be new terrain for many small businesses. To …
Contact Center Disaster Recovery and Business Continuity
Communication is often considered the lifeblood of business. However, many business functions can continue without phones. This is not the case with a contact. If a disaster takes down the …
Next-Gen Cloud Contact Center for dummies
Consumers expect outstanding on-demand service from the organizations they do business with, using the channels they prefer (including voice, video, text, and chatbots), with agents that are professional, knowledgeable, and …
Leveraging Contact Center Analytics
Are your customers getting frustrated by inaccurate wait times? Are callers to your contact center resolving their issues on the first call? The good news is that analytics can help. …
The Power of Possibilities: Buy, Extend and Build On a True Cloud Platform
Gone is the binary choice of “buy versus build” that locked centers into frustrating limitations. Now, buyers can have the best of all worlds. Centers are no longer “call centers.” …
Gartner Report: The Future of the Contact Center
By 2025, the contact center organization will be exploiting the benefits of an application ecosystem and tools to better equip staff to work in teams. Application leaders for customer service …
3 High-Impact Use Cases For Contact Center Analytics
Considering that across industries, reports show that superior customer experience correlates to faster revenue growth, your entire contact center strategy should be designed to deliver an ever-improving customer experience. What …
Harnessing the power of speech analytics: 6 ways speech analytics improves contact center efficiency and performance
The conversations between your customers and agents contain invaluable insights—if you have the right tools to easily interpret and act on this dialogue. Unfortunately, most organizations waste time manually mining …
The Dangers of Standing Still in the face of Digital Transformation: How Retail Banks Are Keeping Pace with Changing Times
Digital transformation has caused a shift in customer expectations. Customers no longer compare their experience with their latest banking interaction, but rather with their last good customer experience. By 2020, …
Gartner Report: Gartner Magic Quadrant for Contact Center Infrastructure, Worldwide
The 2017 Magic Quadrant provides Gartner’s annual analysis of the contact center infrastructure vendors. The report examines the innovations driving the market and compares vendors based on completeness of vision …
