Critical as they are to a contact center operation and, ultimately, an organization’s ability to deliver on customer experience goals, supervisors haven’t necessarily received the same level of attention as…
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Companies using Microsoft Teams for meetings and messaging are at an inflection point. They want to add calling and contact center capabilities to Teams, but must do so in a…
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A moment of truth can turn a potentially positive experience into a negative one, and vice versa. Understanding moments of truth requires a complete knowledge of the customer journey.
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Even customer service agents in the contact center often have upsell quotas. AI provides transformational value for boosting sales.
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Certainly, to nobody’s surprise, artificial intelligence (AI) dominated last week’s Enterprise Connect 2024 event, from presentations on the keynote stage to demos on the expo floor.
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Learn about NG911 and its benefits at this year’s Enterprise Connect panel.
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While transitioning to cloud calling and maintain older, legacy PBXs and a UCaaS environment, businesses have a few management options to consider.
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Gathering and analyzing collaboration data helps companies guide employees on best behaviors, and more.
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For some business leaders who have difficulty finding and retaining contact center agents, AI has stretched an existing workforce. Other leaders have been able to cut their contact center staffing.
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Understanding the impact of artificial intelligence (AI) on the agent workforce has been and continues to be a challenge for many contact center managers and CX leaders.
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