Nemertes Archive

I have talked to hundreds of contact center leaders who scoff at the suggestion that they consider moving to a cloud platform, or at least using cloud-based applications. And I understand their issues. You can’t flip a switch on a large, complex, customized on-premises contact center,...

Most CIOs have at least heard the term technical debt. And if you're from a programming background, you might know all too well what technical debt is. But technical debt extends far beyond programming.  Technical debt is often a major source of strain in your...

With more than 80% of employees still working from home either full- or part-time, it’s vital to have a solid management strategy for UCC as well as contact center applications. Management tools improve the administration and performance of UCC, and contact center, and the efficiency of those...

By empowering agents—and by extension, other employees that help them with customer interactions—organizations can drastically improve customer experience. In order to empower agents, it’s vital to enable them with a technology toolkit that increases the value of every interaction, measured by revenue, cost, and/or customer...

Business leaders are focusing heavily on improving the customer engagement. But in order to deliver a stellar customer experience, companies must take care of their employees. Doing so requires a defined strategy and roadmap for the technologies that will help them succeed. Nemertes has identified the...

Everything is different now. That's true for all of us, as we cope with the enduring presence and lingering aftereffects of the Covid-19 pandemic. But it's particularly true for enterprise technologists, who are witnessing a once-in-a-generation set of paradigm shifts that are transforming how companies and...

There are no shortages of application options -- and, with them, technology costs -- in the contact center. But the key focus for any spending should be to improve the customer experience.There are a variety of contact center technology options, including contact center software, customer...

When the COVID-19 pandemic caused work-from-home orders around the world, IT leaders and their teams acquired mounting responsibility to ensure millions of home workers have the hardware, apps and secure, high-performance connectivity they need to do their jobs.But in order to do that effectively, CIOs...

  "Water, water, every where, nor any drop to drink." This line from Samuel Taylor Coleridge's The Rime of the Ancient Mariner could just as easily apply to CIOs seeking to fill crucial spots in their IT organizations. The world may seem full of systems engineers, network specialists...

Like many industry watchers, I expected to see IT budgets plummet from the financial effects of the COVID-19 pandemic. Though there are changes to IT spending, they aren’t as bleak as they could be — driven in large part by the need to equip home...

Businesses have been moving infrastructure and applications to the cloud for years, but others have remained skeptical about the merits. With concerns about management, performance, security, costs and keeping a competitive edge, CX leaders question whether they want to relinquish their tightly controlled contact center...

Ramping up Risk, pre-COVID-19 and mid-COVID-19 Enterprise organizations pour hundreds of millions into their cybersecurity initiatives, protecting  everything from remote and cloud-based resources to IoT devices to collaboration applications. At the same time, they're also transforming interactions with their employees and customers. They're increasingly enabling employees to...