Companies have fundamentally changed their workplaces in 2020, with the majority of employees still working from home. In what was initially supposed to be a short-term situation, business leaders have uncovered benefits with work-from-home (WFH) strategies and at least 56% plan to continue them indefinitely...
Three ways Salesforce might take advantage of Slack. The news that had been initially reported on Nov. 25 is now confirmed: Salesforce is buying Slack for a cash and stock package worth a reported $27.7 billion. This move, the biggest in the collaboration space in some...
2020 was a year of unprecedented global disruption, but 2021 will likely usher in a new normal of hybrid work. If you had a “global pandemic” on your list of 2020 predictions, then congratulations. For the rest of us without a time machine or the ability...
IT service management platforms are an essential component of a safe return-to-the-office strategy. Organizations wishing to bring workers back to the office in some fashion must account for a number of requirements to ensure health and safety. These include: Conducting a daily worker health check before...
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,...
Following the unplanned and rapid move to home offices, customer experience leaders are discovering unexpected benefits with work-from-anywhere strategies. When the pandemic first emerged and shelter-in-place orders went into effect, most companies planned for a brief change...
Returning to the office, optimizing virtual work, and building community are some key focus areas for IT leaders in 2021. Each year Nemertes conducts a study of enterprise collaboration, gathering data from over 500 end-user organizations on what apps they are using now, what they are...
Nearly 75% of companies are transforming their communications and collaboration strategy. The massive shift to Work From Home (WFH) has exacerbated the need to reshape how they deliver applications to their employees. These transformation initiatives involve everything from making more apps available remotely, to moving to...
CX leaders want to improve their self-service capabilities to accomplish key goals: Get customers what they need without having to wait for a live agent; and offload agent interaction volume. Ultimately, they want to improve the customer experience, achieve higher CSAT, and drive more revenue to...
Though originally considered a temporary situation, companies are embracing the Work-From-Home (WFH) contact center. Now that the dust has settled with setting up remote agents, CX leaders are leveraging the benefits and tossing aside the disadvantages....
Customer Experience leaders are frantically trying to improve the agent experience? Why? Agent turnover rates--which had been declining--are on the rise again. At the same time, volume into the contact center is increasing....
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...