Contact Center & Customer Experience

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Future of Work

No, the “New Normal” Is Not Here to Stay

Robert Lee Harris

August 11, 2020

Despite the headlines during the crisis that depict life will never be the same, here are four predictions why it will.

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Contact Center & Customer Experience

Beyond Mapping: Making the Customer Journey Actionable

Dana Casielles

August 07, 2020

Having a cohesive customer journey management strategy will help companies achieve their CX goals, an Omdia customer success analyst says.

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Team Collaboration Tools & Workspaces

Workforce Management: More Important Than Ever

Gary Audin

August 07, 2020

WFM has evolved, learn how it can efficiently track agent activity and productivity, from an industry expert.

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Future of Work

Cisco’s Blueprint for the Hybrid Workplace

Dana Casielles

August 05, 2020

Four courses of action the company recommends for enterprises building a hybrid workplace.

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Meetings

Virtual Meetings Overshadow Telephony More Than Ever

Dave Mailer

August 05, 2020

The humble handset has held on so far, but do we still need an external telephone line in a post-COVID world?

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Cloud Communications

Refurbish and Refinish Your Cloud Strategy

Dana Casielles

August 04, 2020

Free license offers that resulted from COVID-19 are expiring. What should your business do now?

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AI & Automation

Conversational AI: Wading in the Mainstream

Dana Casielles

August 04, 2020

Industry analysts share examples of how intelligent contact center technology has helped companies through the COVID-19 crisis.

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Contact Center & Customer Experience

IT Agendas: Out With the Old, In With the New

Dana Casielles

August 03, 2020

COVID-19 has shifted IT projects and spending priorities, as an industry researcher shares during Enterprise Connect Conference & Expo.

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Team Collaboration Tools & Workspaces

Review Past Technology Mistakes to Guide the Path Forward

Mark Roberts

July 31, 2020

There’s no issue in taking a misstep; however, there is shame in not learning from the problem.

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Contact Center & Customer Experience

Why We Can Never Return to a World Before COVID-19

Tom Nolle

July 30, 2020

An open floor plan for the office, business travel, remote work – all of these are forever-changed for the future of work.

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UCaaS

Putting Microsoft, Cisco, Zoom Under UCaaS Lens

Dana Casielles

July 29, 2020

A look at why these three, big as they are in cloud comms, don’t make the Omdia UCaaS scorecard.

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Team Collaboration

A New Talent Acquisition Strategy: Virtual Interviewing

Frances Horner

July 29, 2020

This new approach requires collaboration from IT, human resources, and operations to find and recruit qualified candidates.

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Contact Center & Customer Experience

Enterprises Must Level-Up Their CX Game

Nicolas De Kouchkovsky

July 28, 2020

Learn which issues are hindering businesses and how to avoid them.

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AI & Speech Technologies

The New Age of Contact Centers: 5 Speech Analytics Trends

Yasir Bugrara, Voci Technologies

July 27, 2020

Consider these tips when looking at new ways to understand your contact center customers at a larger scale and improve the end-to-end customer...

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Enterprise Networking

Should Enterprises Avoid or Embrace IPv6?

Gary Audin

July 24, 2020

Consider what will happen when migrating to the latest version of the Internet Protocol.

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Contact Center & Customer Experience