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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Video conferencing is now a fundamental part of employees' workdays. But managing and storing video content brings some new challenges that must be addressed. Thanks in large part to the…
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Spend time with your meeting app and hardware vendors to understand how they’re addressing meeting equity now and in the future. Driven by the pandemic-led shift to remote and hybrid…
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With video meeting apps in such heavy usage, they make a great starting point for insights that can positively influence employee experience. No surprise, but worth exploring nonetheless, is that…
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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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A mobile and hybrid workforce makes phone location and 911 call routing challenging. Here are some ways to ensure your company is doing all it can to protect employees in…
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