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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I've never understood why companies are stingy with time off. When employees are burned out, it takes them 3 hours to do something that should take 30 minutes. Taking a…
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We regularly interact with family, friends, and business colleagues using video. But companies have fallen behind at promoting video when it comes to communicating with their customers — whether for…
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Talkdesk is somewhat an anomaly. Engineer Tiago Paiva, who founded the company 10 years ago after winning a hackathon for a prototype he created, remains at the helm. Despite its…
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Companies that do not have a Voice of the Customer (VoC) program in place are doing themselves a disservice. Without analysis of the customers’ perspective, how can organizations evaluate their…
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As IT and business leaders are faced with transformative changes in the workplace, data will be incredibly important to help guide decisions—and management tools deliver the data. Consider that only…
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In the past year, 55% of organizations added Workforce Optimization (WFO) applications to their portfolios, and 79% specifically cite workforce management tools as essential to helping them manage remote teams…
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As IT leaders re-evaluate their technology architectures in light of the permanent shift to a hybrid work-from-home environment, new complexities and concerns arise. Adopting a “Bring Your Own Carrier” (BYOC)…
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Very few companies have fully realized the power of using a common platform for employee and customer interactions. Yes, Metrigy’s research shows that 62.8% of organizations have integrated their UC…
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