Just as soon as technology changes, customer expectations change, too. So before purchasing new CX tech, you must run a contact center assessment to see if that technology will truly meet your goals. Read More >
If customer service plays an important role in your business, you’ve probably heard the term “cloud contact center.” But if you’ve had a premise-based contact center for years that’s operated well enough, the idea of having a contact center in the cloud might raise a few questions. Read More >
No matter the product, every manufacturer looks for new ways to improve quality while lowering costs. And the best way to do that is by following well-established best practices in manufacturing operations.
So instead of randomly testing new processes on your own, start with these tried-and-true practices. Each of these four tactics have been put to use by some of the largest manufacturers in their market. But they can be applied by any size manufacturer producing any type of product. Check out these best practices in manufacturing operations and see how you can put them to use in your business.
Although many people are bearish when talking about manufacturing — saying that “jobs are moving overseas” or “nothing is made locally anymore” — the U.S. is actually on track to become the world’s most competitive manufacturing country by 2020. Still, that doesn’t mean there’s a lack of modern manufacturing challenges. Read More >
You can have it cheap, fast or good. Pick two.
Not many companies give such an honest assessment of their ability, but this common phrase is true across the board. Rarely, if ever, do you get the luxury of getting all three from any product or service. Read More >
Call center vs. contact center. Many use these two terms interchangeably, but they are not the same thing. Call centers and contact centers are two distinct models for business communication. And assuming otherwise could lead to an embarrassing faux pas or a damaging business mistake.
The primary difference between a call center and contact center lies in the methods of communication and overall experience. But before getting into specifics, start by understanding what these terms really encompass. Read More >
By Jil Fisher, Vice President of Product Management
Some things never go out of style, like The Beatles, evenings by the fireplace and homemade apple pie.
Unfortunately, your contact center isn’t one of them, and if you haven’t replaced or upgraded your solutions recently, there’s a good chance your customers have noticed. In that case, it’s probably time for a little contact center modernization. Read More >
By Julie Wajda, Product Development Manager
So you’ve decided to move your contact center to the cloud. Great decision! But there are a few more choices to make, including which solution is right for you: SaaS or managed services. Read More >
Cinco de Mayo is nearly here, which means it’s time to keep an eye out for your nearest Mariachi band and celebrate the day that the citizens of Mexico gained their independence (Read through if you’re shaking your head!).
When we think of independence, we think of the freedom to do things in the ways we want. Among smartphone and SMS/text messaging users, 64 percent prefer texting over voice customer service.[i]
Instead of perpetuating the myth that customers only ever truly want agent support, it’s time to free them to interact more naturally. In an age where customers are moving faster than ever, it’s time to provide the liberation they demand. It’s time to let them be mobile.