1 min read
8x8 Partners With Genesys CX for Better Collaboration
Genesys and 8x8 are working together to create a product integration that combines the power of 8x8 Work and Genesys Cloud CX. It enables the premier...
Contact Center
1 min read
Bluetooth Headsets in the Contact Center
These days, the modern contact center and Bluetooth headsets go together like oil and water; they will rarely be 100% compatible.
2 min read
More UCaaS Acquisitions Ahead- 8x8 Buys FUZE While Ericsson Acquires Vonage
In the past few months, we saw a blockbuster proposal with Zoom and Five9 completely shake up the industry even though the deal was never finalized....
3 min read
How Moving to the Cloud Can Empower Your Contact Center Workforce
Contact centers have the highest average voluntary turnover rate of any industry. The Human Resource Institute reports that the average expense to...
2 min read
Is Voice Losing Relevance in the Contact Center?
As the modern contact center moves its focus towards a true omnichannel experience where customers can receive high levels of service via text, web...
2 min read
Why Converged Technical Account Managers Matter: A Cautionary Tale
Recently, one of our enterprise clients approached us about a problem with their implementation of a cloud contact center project. More specifically,...
4 min read
How Does Skills-Based Routing Reduce Call Center Workloads?
In a world where customer experience means everything, brands need all the help they can get in delivering exceptional and personalized customer...
5 min read
Important Tips for Outbound Call Center Campaigns
Traditionally, outbound calling has been primarily associated with telemarketing sales teams and bill collection firms. These outbound call center...
3 min read
Is Your Contact Center Engaging Millennials and Gen Z Customers?
Kids these days aren’t really kids anymore. It is estimated that Millennials make up roughly 35% of the global workforce today, and Gen Z isn’t far...
4 min read
5 Reasons Call Center Agents May Perform Better Working From Home
Customer service agents deserve every benefit and advantage they can get, and we’re discovering that this includes the ability to work remote. When...