Today, most organizations treat UC management separately from network management. When a problem occurs, they must move between disparate network and UC management platforms, often manually, to identify the problem…
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Don’t let a disconnect between technology choice and adoption derail your plans for optimizing employee experience. As I wrote in my previous WorkSpace Connect post, optimizing employee experience will be a…
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With RAY BAUM’s Act now fully in effect, IT leaders should focus on ensuring compliance, and evolving their strategies to support mobility, remote work, and Next Generation 911 With the…
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Giving remote employees the chance to use their Amazon Echo Shows or Facebook Portals when logging in to meetings has advantages, but security and performance concerns remain. Are consumer video…
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Supporting varying ways that people work is especially critical as organizations define policies governing work location. The needs of those in the office may vary from those working remote, and…
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Some customer service skills include problem-solving, empathy, product knowledge and patience. Certain people are naturals for a career in customer service. They have the right personalities, values and patience --…
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Many organizations overlook field service management in their customer service strategies, yet this area -- and its challenges -- are critical to CX success. While much discussion on CX initiatives…
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Advanced technologies continue to shape customer service goals to streamline digital workflows, increase positive experiences, lower agent turnover and improve contact center ROI. The future of customer service increasingly will…
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In this webinar we'll share the market forecast for technologies in use, providers, spending, what technologies correlate with customer experience success.
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During this webinar, Metrigy CEO Robin Gareiss and NICE inContact Director of Product Marketing, Mark Ungerman will provide clear recommendations on steps you need to take now to empower your…
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