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Changing Customer Experience with the All New Webex Contact Center [WEBINAR]

Cisco - Contact Center

Join renowned contact center industry analyst Sheila McGee-Smith and Cisco Contact Center VP/GM Omar Tawakol for a live stream on February 3, 2021, as they discuss five essential elements for the contact center platform of the future, and how Webex Contact Center delivers these.

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Meet the Faces of Customer Experience 2014

Customers That Stick

We introduced our Faces of Customer Experience series in April 2014, and we’ve had the privilege of meeting and sharing the stories of a number of wonderful customer-facing professionals. So let us reintroduce you to our Faces from 2014. Blog faces-customer-experience faces of customer experience'

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Year in Review: What Contact Centers Learned in 2018

Fonolo

This goes for contact center managers and agents as well; for them, January is certainly “reach for the stars and crush your goals” month (as is every month!). According to a 2014 Gartner study, “ customer experience itself is proving to be the only truly durable competitive advantage ”. 2018 saw breakthrough developments in AI.

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DevNet: A Decade of Innovation and Community Growth

Cisco - Contact Center

Since its launch in 2014, Cisco DevNet has been more than just a platform for developers and IT professionals. It has been a thriving community of like-minded individuals driven by their passion for… Read more on Cisco Blogs

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Moving to the cloud – Call centre tech migrations

Spearline

Analysts predict that cloud-hosted Contact Center as a Service (CCaaS) will become the dominant adoption model, exceeding 50% in 2022. Call center cloud migration features in many 2022 business plans. Inbound voice reigns Voice continues to be the primary customer contact channel. billion by 2027. Why move to the cloud?

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How businesses in Australia are losing $11bn a year due to poor customer service – a 38% increase from 2014 (INFOGRAPHIC)

Vonage

Research unveiled this week from NewVoiceMedia reveals that $11 billion is lost by businesses in Australia each year following a bad customer experience – an increase of 38 percent and $3 billion from 2014. How to future-proof your contact center technology and find your competitive advantage. It’s not the product.

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How to Recession-Proof Your Contact Center, According to 360+ Executives

Balto

As the global economy shows signs of recession, the Conversation Excellence Lab wanted to understand how executives are planning to shift their contact center budgets, and how they view the future of the contact center as a whole. Is the contact center a drain on resources, a necessary expense to manage customer needs?