Here’s how customer experience leaders are making decisions—and what they want from you. As the number of customer experience (CX) technology options increases, the buying process has become more complex—particularly…
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As organizations plan to increase CX spending over the next few years, they should pay attention to CCaaS trends, like agents changing workspaces and integrations with UCaaS. Organizations spend just…
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Managing remote call center agents can be difficult -- but with the right tools in place, supervisors can effectively lead their agents from a distance.
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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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We've been hearing a lot about the integration of UC and contact center platforms. But what do CX leaders define as the technical requirements of such integration? And once platforms…
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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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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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Businesses continue to deliver virtual options for customers to buy products, visit the doctor, take a class, and address service issues. With fewer people visiting physical locations following the COVID-19…
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