Tag: cloud solutions
It’s Time to Rethink Your Approach to Supporting Customer Service Agents
Building powerful and engaging customer experiences through the contact center requires several important ingredients—just-in-time and in-context analytics, artificial intelligence for self-service and after-contact work,...
Four Key Contact Center Technologies for 2019
As we end 2018 and reflect on what’s ahead in 2019, it seems like a good time to think about what’s new and what’s...
Selecting the Right Technology Partner Should Be at the Top of Your Decision Criteria
A CCaaS Solutions Provider's CEO Offers His Thoughts on the 2018 Contact Center Technology Survey Findings As the second line of the 2018 Contact Center...
You Can’t Afford NOT to Pursue Knowledge Management
Knowledge Management (KM) may be the single most impactful technology to help centers address key goals: Reduce workload through greater self-service and shorter handle...
How to Elevate Your Customer and Agent Experience
The contact center world is getting increasingly more complex. New technologies and communication channels are coming out every year, and customers’ and employees’ expectations...
Contact Centers: The Secret to Business Intelligence
In the era of big data, leading contact centers are taking a hard look at their use of analytics. However, with the increasing tsunami...
Good, Fast and Cheap! Can You Really Have It All?
The old saying, “Good, fast, cheap… pick two,” tells us we can’t have it all. But today’s low-cost contact center technology options send a...
Why Teamwork Is the Most Important Investment You’ll Ever Make
What do NASCAR drivers Kyle Busch, Martin Truex, Jr., and Jimmie Johnson have in common? Each driver qualified for the 2017 Monster Energy NASCAR...
Welcome to 2018! A Groundswell Is Rising. Are You Ready?
In June 2017, at Call Center Week in Vegas, OpenText Qfiniti received the Workforce Optimization Provider of the Year Award. During the evening gala,...
Cloud Ushers in “New Rules” for Technology Selection
Procurement processes are undergoing change in concert with the revolution ushered in by cloud solutions. Buyers want the benefits of advanced technology without the...
Building a Resilient Contact Center
In the era of “five nines” of reliability, contact center leaders didn’t worry too much about the resiliency of their technology: It was always...
Don’t Equate Silence with Satisfaction
As a small or medium-sized business, it’s easy to get complacent. While the big guys scramble to stay ahead of the latest customer care...
