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 →
Contact Center Telephony: Is it time to move from premise to cloud?
While there is no questioning that the pandemic sky-rocketed digitization efforts by contact centers across the globe, some companies have found creative ways for their agents to work and continuing to run on premise telephony systems. While your IT team might be content with the fact the technology is working and they don’t have to... Read more →
Key Players in the Digital Transformation of Contact Centers
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 →
Who is most impacted by a digital transformation of your contact center?
Waves of digital transformations have been occurring for close to fifty years in the contact center industry. Customer Relationship Management (CRM) and Enterprise Resource Planning (ERP) systems automated manual employee processes, shifts to cloud and SaaS have changed how businesses pay for and own the products they use and machine learning and artificial intelligence are… Read more →
The Composable Contact Center
In today’s rapidly changing customer service landscape, customers are demanding faster, better, more engaging interactions with businesses. This trend is most visible in the contact center, where many interaction technologies converge, like chatbot, transcription, video, and CTI. The ways in which businesses are bringing this all together are different from one enterprise to another, and... Read more →
How Do You Better Support Your Agents
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 →
Digital Transformation of Contact Centers
What is a Digital Transformation of Contact Centers? If buzzwords around “digital transformation” hadn’t been flying around your organization prior to 2020, they likely are now. Although the expectations of customers seem to always be increasing, the urgency of organizations to accommodate customers how and where they wanted accelerated with the need to survive during… Read more →
Highlights from Enterprise Connect 2022
Enterprise Connect 2022, held in Orlando last week had some great announcements, especially in the contact center space. From a deeper dive by Zoom on last months’ Contact Center announcement, to some interesting statements from Vonage and Google, EC2022 is worth a recap. One thing all the vendors agreed on is that tomorrow’s contact center… Read more →
What’s the 311 on DaVinci?
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 →
Overcoming CRM/CCaaS Limitations
A quick explanation about how the CRM and CCaaS landscape is limited, forcing customers to align to vendor’s vision and not their own. The CRM and CCaaS Landscape Along with the explosion of cloud-based solutions, CRM applications and contact center as a service (CCaaS) has experienced considerable adoption as well. Unfortunately, neither the CRM and… Read more →
