How to Achieve the Ultimate User Experience

How to Achieve the Ultimate User Experience

September 06, 2019 / By Marketing / Under

User Experience Design (UX) is more than an interface on an application. UX is intended to design and develop clear, efficient, user-friendly interactions between customers and companies through a variety of applications. It is more than just recording prompts for your IVR with someone from the motor pool that has a cool sounding voice or redesigning a call flow so that customers get to the agent...

Read More

Calculating the Business Value of Migrating to the Cloud

Calculating the Business Value of Migrating to the Cloud

August 28, 2019 / By Marketing / Under

When it comes to a cloud migration, it's important to first define value. Migrating to the cloud takes time and money: the ultimate benefits to the organization's bottom line must be quantified for the benefits to the company to be obvious.

Read More

3 Tips to Help Your Cloud Migration Take Flight

3 Tips to Help Your Cloud Migration Take Flight

August 14, 2019 / By Cynthia Stryker / Under

Cloud technology is undoubtedly one of the leading enablers of business and IT efficiency. And as with any major shift in process or technology, the migration process can be complex.

Read More

4 Steps to Applied AI

4 Steps to Applied AI

July 31, 2019 / By Kevin Maas / Under

Recent experience has taught me that perceptions of applied AI in the contact center generally fall into two categories. There is the "magic bullet" camp that perceives AI as the glorious solution to all problems that have ever existed, and there are the "healthy skeptics" that believe that AI is too expensive, out of reach, and overly complicated for their environment. Unsurprisingly, there is a...

Read More

Transforming the Contact Center Experience With AI

Transforming the Contact Center Experience With AI

July 12, 2019 / By Marketing / Under

Contact centers of all sizes are challenged from many different angles today.  Customers call in expecting immediate service and engagement for their issues. Contact center agents want support from higher-ups in managing their call queues and getting to critical customer complaints promptly. Incorporating artificial intelligence customer experience solutions can go a long way toward relieving...

Read More

The Smart and Modern Contact Center

The Smart and Modern Contact Center

June 27, 2019 / By Donna Penwell / Under

There is no doubt about it – contact centers must streamline their operations to remain competitive in the modern business landscape. Artificial intelligence is able to contribute to this effort in ways that a strictly human team simply cannot. Many contact centers that are falling behind with the technology are also falling behind in performance. Let’s take a look at some of the ways that...

Read More

Digital Channels and Content Sharing in Contact Center

Digital Channels and Content Sharing in Contact Center

June 11, 2019 / By Marketing / Under

Imagine discussing an issue with a Contact Center Omnichannel agent and instead of trying to verbally describe what’s happening in excruciating detail, you are able to share screens and easily see the solution together.  Real-time collaboration and content sharing application tools are now available so that agents can work collaboratively with customers over multiple devices to ensure quick...

Read More

Breakthrough AI engine automates strategic planning!

Breakthrough AI engine automates strategic planning!

May 30, 2019 / By Kevin Maas / Under

Remember that old saying, the one about things that sound too good to be true? Sadly, the automated strategic planner simply doesn't exist. With the pace of change and the proliferation of software tools today, it's no surprise that we tend to look for the "easy" solution to the tough problems. Increasingly, I've seen organization after organization chase the next "magic bullet" solution - only...

Read More

Consulting is dead.

Consulting is dead.

May 06, 2019 / By Kevin Maas / Under

When people hear the term “consultant” in a meeting, some laugh. Some cringe. Some might even roll their eyes. I freely admit I used to be one of those people. Maybe it’s the classic problem: “My boss doesn’t want to hear it from me, but when a consultant says the exact same thing, it’s suddenly a brilliant revelation!” Have you ever had that experience? Funny, me too. I guess that makes it all...

Read More

Proactive Outbound Notifications in your Contact Center

Proactive Outbound Notifications in your Contact Center

April 17, 2019 / By Marketing / Under

Providing a great customer experience through your contact center goes a long way towards building loyalty to your brand. Satisfying this need takes more than ramping up staffing or adding more automated call systems. Integrating an outbound notification solution into your contact center can create a more dynamic user experience for your customers.

Read More

Recent Posts