While some business leaders are trying to overlook “the great resignation” and urge employees to come back to the office, many data scientists believe remote work is here to stay. According to Ladders research, 25 percent of professional jobs will be remote by the end of 2022 and new remote opportunities will increase into 2023…. Read more →
The technologies driving the digital transformation The digital transformation for contact centers isn’t just a buzz-term, but what are the technologies at the center of it? Cloud Contact Center Having all of the applications your contact center uses to operated fully in the cloud allows all of the customer data to be in one location,… Read more →
In today’s environment, managing a contact center has never been more difficult. Contact centers are struggling on both ends, to best serve the increasingly demanding customer, while keeping agents engaged, empowered, and delighted. With COVID most agents around the world, went home, and many analysts agree that 70% of contact center agents aren’t coming back… Read more →
Computer Telephony Integration Computer Telephony Integration or CTI is the ability for computers to interact with telephones. CTI combines computer systems with telephone systems to increase the capabilities of each. A great example of CTI today is our smartphones. It’s literally a combination of a telephone and a computer. In business, CTI takes on a… Read more →
Putting the Citizen in CX for 311 Centers As cities and local governments look for better ways to engage with their citizens, the role of 3-1-1 contact centers have exploded. Now more than ever citizens are getting involved, speaking up, and demanding governments respond with increased engagement. Local 311 contact centers are looking for ways… Read more →
A contact center analyst recently asked me why a contact center would be interested in iPaaS, even mentioning that they usually look to their CCaaS solutions to handle similar use cases. Initially, I was shocked. Then, I realized there may be a knowledge gap of the benefits that an iPaaS could bring to several organizations…. Read more →
