Blog

I've been mulling over things I learned at the recent CenturyLink analyst day. I keep coming back to their pledge to not lose focus on the fact that they own a transport network, and to make sure that fact can provide differentiation when considering new...

An age-old problem in contact centers is high turnover rates among agents. But contact-center leaders are starting to see improvements through various digital customer experience initiatives. Overall, organizations reduced their annual turnover rate from 24.2% to 16.8%, following their digital transformation initiative. The success was even...

The more advanced analytics that enterprises can continue to add to their contact centers, the better. Agent analytics is starting to get the attention it deserves. It's very closely tied to improving customer satisfaction and success, as well as reducing agent turnover. And as a result,...

Developing a solid Digital Customer Experience (DCX) strategy is a large, complex task—not only because of the number of technologies involved, but because of the even larger number of providers. In our 2018-19 Digital Customer Experience research study, we asked 697 global IT and business leaders...

As Google strengthens its collaboration portfolio, it deserves another look. Going into Google Cloud Next, held late last month, I was especially interested in hearing what Google had to say around G Suite, as Google continues to add functionality and position it as a true alternative to...

Slack and Atlassian together may not conquer team collaboration, but they will strengthen their ability to support application developers. Read the rest of this post on NoJitter.com...

Budgets increasing as UCC continues to provide value throughout organizations Change is the only constant with unified communications and collaboration (UCC). Whether it's new application integration, a move to the cloud, extension into the contact center, or adding emerging apps, IT leaders are regularly adjusting their...

Is the long-awaited "age of videoconferencing" finally upon us? YES! Many organizations struggle with how best to roll out and support videoconferencing, but yours doesn't have to be one of them. In our latest study on visual communications and collaboration, Nemertes Research found...

Last week's InfoComm conference featured sensory overload as vendors across the gamut of the audio-visual industry showed their wares to thousands of attendees. This year I had the opportunity to sit in on the Interactive Multimedia & Collaborative Communications Alliance's annual emerging trends day, moderate...

When is the last time you had a spectacular customer engagement? How about one that involved digital channels, including webchat, screen sharing, or even video conferencing—or any combination of them in the same interaction? We can readily recall incredibly bad customer service, but the rest is...

Executives are focusing heavily on improving how they interact with customers, leveraging technology along the way. Numerous vendors, both old and new, are developing tools backed by artificial intelligence and analytics, whose aim is increasing engagement and ultimately bolstering the overall experience. Collaboration applications play a...

As adoption of team collaboration applications grows, so do concerns related to governance, retention, and security of conversations stored within them. Organizations, especially those in regulated industries, have spent a great deal of time, money, and effort to build security strategies for their documents, email, and...