Author: Robin Gareiss

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...

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...

As contact center technology undergoes transformation at many organizations, so should the agent experience. The C-suite is focused more than ever on reducing agent turnover rates and improving customer experience ratings. As 37.2% of organizations have hired Chief Customer Officers (a relatively new executive position responsible...

As a research analyst, I have the incredible opportunity to speak with IT and Customer Experience (CX) leaders regularly to identify trends, best practices, and success metrics. One of the promising trends to improve CX is the integration of Unified Communications (UC) with contact center platforms....

Organizations are starting to show cost savings when they shift to shared cloud services for Unified Communications and Collaboration (UCC) and contact center. In years past, though IT leaders anticipated cost savings when they moved to the cloud, they did not actually realize that savings right...

Businesses have many options when it comes to analyzing customer experiences. APM tools can help contact center leaders improve agent experience, as well as CX. Organizations have no shortage of options when they want to analyze CX. Companies gather voice of the customer data and monitor...

As businesses move to remote contact center models amid the COVID-19 crisis, they're finding benefits in the form of real estate cost savings and happier employees. Of the many things businesses have learned with the COVID-19 outbreak, one is that companies need alternatives to working in...

Organizations are investing heavily in customer experience (CX), primarily because of the power social media the Internet affords to customers. One viral tweet or post can make or break a company—and that affects everything from revenue to customer ratings to competitive advantage. So it’s not surprising...

Can IT leaders save money by moving to the cloud? According to the research, some companies are already seeing significant cost savings with UCaaS. When it comes to cloud migrations in the enterprise, IaaS and PaaS typically show compelling cost savings over on-premises alternatives. But one...

The silver lining of the COVID-19 quarantine orders might be a crash course in the appreciation of working remotely – though unplanned, business leaders can’t help but notice the value of this new normal. A whopping 90.6% of companies say they now have employees working from...