Nov 18, 2020 | Cisco, Cisco Webex, Contact Center
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,...
Aug 11, 2020 | Collaboration, Contact Center
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...
Aug 6, 2020 | Contact Center
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...
Jun 11, 2020 | Contact Center
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...
Jun 4, 2020 | Collaboration, Contact Center
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...
May 7, 2020 | Contact Center, COVID-19
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...
Feb 19, 2020 | Contact Center, Cybersecurity, Featured
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...
Jan 2, 2020 | Contact Center, State & Local Government
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...
Nov 5, 2019 | Cisco Webex, Contact Center, Featured
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...
Oct 24, 2019 | Cisco Webex, Contact Center, Featured
Why Contact Center Analytics Is Critical to Optimizing the Customer Experience Let there be zero doubt that the customer experience is the top priority for organizations across industry. This is especially true in the contact center, where customers not only want...
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