Vonage
MARCH 26, 2018
Three years ago, Gartner predicted that more than half of businesses would implement significant changes to improve customer experience by 2018. We recently partnered with Bluewolf and Salesforce for a webinar on how today’s best service organizations are enabling those types of interactions, and the trends they will be focusing on in 2018.
Team HGS
FEBRUARY 6, 2018
2018 Trend 1: Digital Channels Finally Overtake Voice. HGS recently released a white paper on this year’s top 10 trends in customer service. This year, we will finally witness the tipping point where digital channels —email, chat, social, text, messaging—overtake voice in the contact center. Customer Experience.
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Eptica
FEBRUARY 6, 2019
To ensure that you achieve their goals and deliver real benefits, your program needs to identify, develop, implement and measure the impact of change on your customer experience, as set out in this white paper from the Cranfield Management Forum. Reviewing 2018 – our top 10 blog posts from the year. Share this page on: Tweet.
Avaya
JANUARY 26, 2018
The Markets in Financial Instruments Directive II (MiFID II)—arguably the greatest reform to hit Europe’s financial industry—is finally in effect as of January 3, 2018. For a deeper dive into MiFID II (including a few WFO features not mentioned above) download the white paper MiFID II: What Does it Mean for Your Organization?
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If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.
NICE inContact
NOVEMBER 9, 2018
Too often, efforts to improve contact center performance are based business goals like increasing labor efficiency, or lower operating cost. But contact centers are not built to serve managers, they are built to serve customers. Here are five key takeaways, in no specific order, to improve contact center performance.
Avaya
JANUARY 24, 2018
They have been working for years to create and refine practices and systems to be compliant with a European Union directive that became effective January 3, 2018: the Markets in Financial Instruments Directive II or MiFID II. An original MiFID was enacted in 2004, prior to the 2008 global financial crisis.
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