A big lesson learned from 2020 is the value cloud-based platforms offer for quickly adapting to disruptive changes. When the pandemic hit, organizations with cloud contact centers were able to adopt flexible work policies practically overnight and continue delivering...
Evaluating architecture choice, the role of your organizations digital strategy in your customer journey, and how solutions are configured to align with desired business outcomes is key now, more than ever. Download the Slides Here > In this Cisco-focused webinar,...
Call quality is one of the key factors affecting customer experiences with your contact center. Technical difficulties with audio quality, such as dropouts, garbled words, freezing, chopping, intermittent delays, and crackling and popping sounds, can be annoying and...
Avoid common CX pitfalls by fine-tuning business processes and leveraging a flexible, cloud-based contact center platform. The customer experience has become a key focus of organizations in virtually every industry. Defined by Gartner as “the customer’s perceptions...
With organizations large and small launching initiatives to improve the customer experience, you might wonder, “Why does it matter?” We could offer theories, but let’s start with hard data. 81 percent of companies view customer experience as a competitive...
A guide to delighting your customers at every stage of their journey. Ask any executive about their organization’s top three priorities, and the customer experience will probably be mentioned in every response. In fact, a recent Forrester study found that improving...
Even under the best of circumstances, people interacting with your contact center are likely to be slightly irritated, if not completely irate. People rarely call to say how happy they are — in almost every instance, folks make contact because they have problems with...
While ransomware attacks tend to make headlines, payment card data breaches remain a serious threat. Fast food chains Checkers and Rally’s recently found malware in their point-of-sale (POS) systems that was designed to steal payment card information. Earl...
Why an Omnichannel Contact Center Is a Must for State and Local Government Agencies The primary function of state and local government agencies is to provide services to their constituents. Traditionally, these services have been provided based upon the requirements...
The contact center may be a central focus of the customer experience, but there are many other business applications involved in enabling agents to deliver the kind of experience customers expect. When applications aren’t integrated, the agent typically has to switch...
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