Playvox
JANUARY 13, 2022
If your contact center is planning for the future, be sure to make employee experience and getting the right technology in place top priorities. We recently participated in a discussion with two industry experts that focused on megatrends that will impact contact centers in 2022. Technology always needs focus.
NICE inContact
AUGUST 20, 2019
If you purchased a laptop in 2012 and compared it to one today it would be like comparing a raft to a nuclear submarine! This is also true for call center systems. How well does your system support modern call center requirements like omnichannel , digital channels , workforce management and more?
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NICE inContact
AUGUST 20, 2019
If you purchased a laptop in 2012 and compared it to one today it would be like comparing a raft to a nuclear submarine! This is also true for call center systems. How well does your system support modern call center requirements like omnichannel , digital channels , workforce management and more?
VocalCom
JUNE 18, 2020
Before the pandemic even started to disrupt business, the contact center industry was already widely migrating to Cloud. Gartner’s 2019 Magic Quadrant report anticipated that, by 2022, contact center as a service (CCaaS) would become the preferred adoption model for about half of contact centers, up from about 10% in 2019.
Serenova
JUNE 20, 2019
We’ve shared before that Millennial (born between 1981 and 1996) and Gen Z (born between 1997 and 2012) agents are having major impact on the way today’s contact centers operate. These two groups now make up the fastest-growing proportion of contact center employees. billion total people). Challenge: FOMO.
Talkdesk
MARCH 6, 2019
Founded in 2012, their goal is to provide the solutions, services and IT support organizations need to grow and flourish in the best conditions. “We We had many challenges to find the best tool for our contact center,” explains Yohann Lecornet, CTO at ZENCONNECT. We had a need to measure by KPI—all calls, and so forth.
VocalCom
JUNE 16, 2020
The COVID-19 pandemic has put to the fore the importance of the contact center as a pillar of customer experience – during the height of the crisis, it became the single contact point between the brand and the customer. Want to know more about the evolution of contact centers ? Carlo Costanzia. CEO of Vocalcom.
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