Contact Center & Customer Experience

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Ensuring End-User Adoption During COVID-19 Crisis

March 27, 2020

When employees understand how to use the technology that’s available to them, they can transition to working offsite while maintaining momentum.

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Photo showing contact center agent working from home

Contact Center & Customer Experience

Work-at-Home Agents to the Rescue

David Wasserman, NICE

March 25, 2020

As COVID-19 shuts down contact centers, cloud-based technology becomes critical for continued customer service and support.

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AI & Automation

5 Steps to Delivering Delightful Conversational AI

Gadi Shamia

March 25, 2020

To work best, it needs to integrate with existing workflows, your CRM, internal systems, and your call center software.

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Contact Center & Customer Experience

Is Cloud the Answer?

Melissa Swartz

March 25, 2020

Deciding on a cloud solution amidst the COVID-19 crisis might require some extra considerations.

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Enterprise Connect

Meet Safe: Virtual Event Calendar for EC Community

Eric Krapf

March 23, 2020

Catch up on the latest news and thought leadership from Enterprise Connect speakers and exhibitors in this running list of virtual events planned for...

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AI & Automation

Adapting to COVID-19: How Virtual Agents Fit In

Richard Dumas

March 23, 2020

A look at how conversational AI can keep businesses operating smoothly during this time of crisis

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Privacy & Compliance

Privacy & Your Contact Center: Keeping Track State by State

Gary Audin

March 20, 2020

This isn’t an easy task, but it is essential for most contact centers today.

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CCaaS

International DIDs: Key to CX Success Globally

Sascha Mehlhase

March 20, 2020

As business is conducted on an increasingly global scale, establishing a local presence everywhere is imperative.

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Lego Think It, Build It Campaign by Tina Kuczaj

Contact Center & Customer Experience

Building a Future-Proof CX Software Stack? Consider This

Nicolas De Kouchkovsky

March 17, 2020

During the planning stage, these tips should set the foundation for success.

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Best Practices

6 Best Practice Guidelines for Remote Work Programs

Alaa Saayed

March 17, 2020

As offices shut down to fend off the spread of COVID-19, here’s a refresher on what works for telecommuting.

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AI & Automation

Global CX Trends: Voice Communications are Here to Stay

Gary Audin

March 13, 2020

Contact centers will slowly replace some agents with IVR and AI systems, but not all will disappear.

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Contact Center & Customer Experience

Contact Center 2023: Sales, Service, Marketing Converge

Sheila McGee-Smith

March 11, 2020

How far will the industry "move the ball" over the next three years?

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Contact Center & Customer Experience

Getting UX Right Starts with End Users

Jon Arnold

March 10, 2020

Focus groups reveal a lot about how people engage with technology – the more you listen, the more you learn.

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Vendor Strategy

Lifesize, Serenova Announce Merger

Sheila McGee-Smith

March 10, 2020

Combining cloud video and contact center is the first step; the long-term plan is more ambitious.

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Customer Experience

Follow the Leaders: Transform Your CX

Robin Gareiss

March 09, 2020

Nemertes Research conducted a study of 517 companies to understand what successful companies do differently than those that aren’t yet delivering...

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Contact Center & Customer Experience