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...
Oct 8, 2019 | Contact Center, Featured
Integrating EHR into Clinical Contact Center Workflows You are at home, it’s the middle of the night, and you are in pain. You call your healthcare provider and listen to a long list of options and instructions before being routed to the nurse on call; only to be put...
Oct 7, 2019 | Cisco, Cisco Webex, Contact Center
How a Collaborative Contact Center Delivers Better Business Outcomes As a customer, you can tell when a contact center agent is reading from a script. Even worse, it becomes obvious that the agent is completely lost when circumstances require them to deviate from the...
Sep 24, 2019 | Cisco, Cisco Webex, Contact Center, Featured
See how AI and cloud analytics can enhance your contact center Contact centers play an essential role in driving customer loyalty, innovation, and business growth. With the new capabilities that cognitive collaboration delivers, such as cloud analytics that allow you...
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