A cloud contact center can offer many advantages in performance, scalability and security, compared to an on-premise contact center infrastructure. To maximize these advantages, it’s important to determine how best …
Don’t let your communications system hold you back. PBX systems once provided top-of-the-line business communications, but they weren’t designed to accommodate business growth and change. And cloud-based platforms have altered …
Cloud-Based Applications to Transform Customer Service: Midsize Contact Centers in Transition Survey finds cloud solutions deployed in nearly 50% of mid-sized contact centers worldwide, with an additional third in the …
Years ago, retail organizations gathered customer lists. That list became a database, which linked to early call center software. Then it grew with the sales funnel: suspects, prospects, lapses and …
Everyone says they’re “in the cloud,” but most technology leaders would agree that not all clouds are created equal. When evaluating a cloud contact center solution for your business, it’s …
Thursday, August 9, 2018 – North America @ 2 p.m. ET / 11 a.m. PT Customer experience is on the brink of an evolution—with artificial intelligence (AI) development being built …
Artificial intelligence (AI) can’t replicate the human touch, but it can ease your agents’ burden by handling many simple, repetitive requests. A new Forrester Consulting paper offers a look at …
Artificial Intelligence (AI) is staggering in its speed of handling simple requests and automating conversations. But AI solutions are not enough for the best customer experiences. Human emotions sometimes demand …
Ease, effectiveness, and emotion drive great customer service, but top line growth requires professionals to keep an eye out on trends for truly determining improvements in quality of service. Download …
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, …
