Artificial Intelligence fuels Customer Service Looking into 2018, it seems that using AI (Artificial Intelligence) to handle customer service interactions is a trend that will only increase. With huge AI advances, it’s an easy way to resolve some customer issues, […]
Business Leaders are concerned that their teams are working without friction or hiccups to work flow When your Contact Center Operations people find an issue and want to make a change to routing, it can take weeks for your IT […]
Customer Service folks are worried about the customer journey You Customer Success Champions, Chiefs of Customer Delight, Journey Mapping Extraordinaire, or OmniChannel Business Development Managers, you know your Contact Center systems need work. In fact you may not even call […]
Human resources managers are highly concerned with Personnel Attrition Let’s face it the Contact Center employee’s job sucks, a Contact Center employee is always looking to move or planning to move on to something else. The number one reason cited […]
When the VOIP industry was emerging there were two industries that we were told would never ever, ever, ever, ever adopt a hosted voice platform. Healthcare and Financial Services. Guess who the number 1 and number 2 are today? Healthcare […]
Contact Center as a Service or CCaaS, before 2 years ago, really hadn’t grown or took off. What changed? Two years ago Salesforce.com did not care about the Telecom, now they do. Just that small change for Salesforce.com to say […]
As I talk to many new customers about why they are moving to the cloud, I’m seeing several trends that demonstrate how we’re helping companies achieve their goals. Customer experience is rapidly evolving for organizations of any size, a result […]