Contact Center Trends Post Pandemic: My Take-a-ways from Calabrio’s State of the Contact Center 2021 Report
At the end of March, Calabrio, a customer experience intelligence company, released insight around strategic trends and opportunities for contact centers for 2021. There were several take-a-ways that highlight the patterns that are continuing to emerge around all the ways the pandemic forced change. Covid-19 accelerated the digital transformation across all organizations. Contact centers were… Read more →
What Contact Center Leaders are Considering for 2021
As we approach the end of what has felt like the longest year of all time, many of us are hoping for a more positive 2021. There has been so much out of our control, but strong leaders know they can at least proactively plan in hopes for a smoother new year. So, how have… Read more →
Call Center Support During COVID-19
How The DaVinci Platform Can Help You Get Through This Crisis Call centers are the voice of an organization. People want to talk or chat with a live person to resolve an issue or get assistance with their concerns. It is reassuring to be able to reach a real person during this crisis and get… Read more →
Is everything in the cloud?
A high-level overview of the differences between cloud and on-premise solutions for contact centers. It seems as if everyone is talking about “in the cloud,” and with all the noise around the cloud, the common perception is that it must be better, making many organizations jump on the cloud bandwagon. However, it is important… Read more →