Resource Center

Customer Service Trends: How Operations Become Faster, Cheaper – And Yet, More Human

Sponsored by: Genesys

Published June 11, 2018
Ease, effectiveness and emotion drive great customer service, but top-line growth requires that application development and delivery (AD&D) professionals keep an eye on trends.

Forrester Report: Artificial Intelligence with the Human Touch

Sponsored by: Genesys

Published June 11, 2018
Artificial intelligence (AI) can’t replicate the human touch, but it can ease your agents’ burden by handling many simple, repetitive requests. A new Forrester Consulting paper offers a look at the strengths and weaknesses of both AI and humans independently, yet how blending them together can give your customers the seamless end-to-end experience they expect.

Defining and Using Asynchronous Messaging

Sponsored by: Genesys

Published June 11, 2018
In today’s digital world, the messaging and texting that have become a prominent part of most people’s lives are a form of asynchronous messaging. These are a simple, convenient method of communication for people on the go, with varied time in response based upon intrigue and urgency.

Blended AI for Customer Experience

Sponsored by: Genesys

Published June 11, 2018
Artificial Intelligence (AI) is staggering in its speed of handling simple requests and automating conversations. But AI solutions are not enough for the best customer experiences. Human emotions sometimes demand the human touch that only live agents can provide.

Forrester Report: Artificial Intelligence with the Human Touch

Sponsored by: Genesys

Published June 11, 2018
Artificial intelligence (AI) can’t replicate the human touch, but it can ease your agents’ burden by handling many simple, repetitive requests. A new Forrester Consulting paper offers a look at the strengths and weaknesses of both AI and humans independently, yet how blending them together can give your customers the seamless end-to-end experience they expect.

Recognize the warning signs of an unhealthy PBX relationship

Sponsored by: Genesys

Published June 11, 2018
Don’t let your communications system hold you back. PBX systems once provided top-of-the-line business communications, but they weren’t designed to accommodate business growth and change. And cloud-based platforms have altered the landscape of business communications. Your PBX isn’t just an inconvenience, it could hurt your business.

Four Steps to Make Customers Love Your Contact Center

Sponsored by: Genesys

Published June 11, 2018
In a survey conducted by Accenture, 66% of people said they quit doing business with a company because of a negative experience. Customer service is a key competitive differentiator. No business can afford to deliver anything less than an exceptional customer experience (CX).

Not All Cloud Contact Center Platforms Are Created Equal

Sponsored by: Genesys

Published June 11, 2018
Everyone says they’re “in the cloud,” but most technology leaders would agree that not all clouds are created equal. When evaluating a cloud contact center solution for your business, it’s important to understand the difference between a true Cloud 2.0 application and traditional software, including which features to look for and why those features are important.

6 Ways You Should Be Using VoIP Reporting

Published June 05, 2018
The VoIP market is in a period of exponential growth, in fact, it is predicted to generate $86 billion dollars in global revenue by the year 2020. Part of the reason for this growth is the amount fo effective tools that VoIP providers have that support business communication. Download and read our latest guide as it will explain not only why you should be paying attention to your VoIP data, but also outline six key ways that you should be utilizing this reporting.

10 BI Tools and Features You'll Love in 2018

Published May 29, 2018
While Business Intelligence (BI) software has the potential to revolutionize your business by providing more access to usable data, this is only true if you know how to utilize all the available tools. Do you know how to run an ad hoc query? Are you familiar with how to use your dashboards and scorecards, or what KPIs and performance metrics you should be paying attention to?

Top Video Conferencing Tools and Features for 2018

Published May 25, 2018
Are you curious how other businesses are using the latest video conferencing tools to their advantage? While the core functionality of video conferencing is self explanatory, the technology evolves and grows in popularity every year. 2018 will continue this trend of huge adoption rates and exciting new features.

Top Contact Center Tools for Customer Retention

Published May 21, 2018
Customer retention is one of the most important aspects of maintaining and growing revenues, yet many businesses fail to utilize all of the useful tools at their disposal. For example, do you know if you are using your contact center to its full capacity? There are many contact center tools that can drive significant improvements to your customer retention rate, and there’s a good chance you already have access to them.

How Video Conferencing Enhances Your Entire Customer Journey

Published May 11, 2018
‘Customer experience’ may seem a lot like a buzzword - and in many ways it is - but it’s also becoming one of the top differentiators between businesses. While there are many ways to improve the customer experience of your business, some of the simplest to implement involve a tool businesses of all sizes have access to - video conferencing. Don’t overlook it as an excellent way to give customers the personal connection they crave.

Best ERP Features

Published April 30, 2018
Are you thinking of implementing or upgrading to a new ERP and overwhelmed by your options? While there used to only be a handful of good ERP vendors, the market has exploded with a wide array of options for businesses of all sizes. This is great news for your business, but it can also make actually choosing one of these solutions extremely difficult.

7 UC Innovations to Watch for in 2018

Published April 24, 2018
Unified Communications solutions continue to quickly evolve as more businesses realize the benefits of integrating and streamlining their communication tools. 2018 will likely be a big year for Unified Communications, as there are several big innovations on the horizon. If you currently utilize UC or are planning on investing in UC tools, it will be worth your while to pay attention to these developments.

Self-Service Customer Care

Published April 18, 2018
Don’t make the mistake of assuming that all customer service needs to be handled by a support agent. As is increasingly the case, many people prefer an option to solve their own problems. Offering this “self-service customer care” is a viable solution for businesses of all sizes too - so don’t think you’re off the hook because you’re small.

CRM Buzzwords

Published April 17, 2018
Oftentimes the biggest barrier to entry for new technology is simply understanding it. For every new set of tools, a new lexicon develops that leaves many on the outside looking in. While CRM may not be the newest kid on the blog as far as business technology goes, there are still a lot of people out there who don’t understand the lingo that has developed around it. If this sounds like you, you’re in luck.

9 Ways Video Conferencing Boosts Internal Collaboration

Published April 11, 2018
Internal communication is becoming a hot topic as more businesses focus on how they can better engage their employees, maximize their productivity, and decrease wasted time. Consider that a business with 100 employees loses approximately 17 hours to communication clarification per week - an amount that adds up to $528,000 in annual loss - and it should be clear why this is an important issue.

Improve Your Customer Experience in 9 Steps

Published April 02, 2018
With customer experience quickly becoming one of the top ways to differentiate your business from the competition, now is a great time to optimize your contact center. Your contact center is one of the main ways customers interact with your business, and there are several things you can do to boost their satisfaction with the experience. This is often an easy way to improve key performance metrics using tools you already have.

7 Must-Have CRM Integrations

Published March 28, 2018
Is your CRM software fully integrated with the other tools your business is using, especially for communication and scheduling purposes? If it’s not, you’re almost certainly not benefiting to the fullest extent possible, and you’re likely wasting a lot of time in the process too. CRM integrations extend the functionality of the software, while decreasing administrative work for your employees.