Contact Center Tag

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,...

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...

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...

Organizations around the globe are trying to differentiate themselves with superb customer engagement. Customer Experience (CX) leaders know that by keeping customers elated, all other business metrics, including revenue and profitability, fall into place. Step 1 to ensuring customers are happy is to also ensure employees...

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...

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...