Not all analytics platforms are created equal. Choosing the right one is essential to making discoveries that have the power to drive real change. But too often the evaluation is based on narrowly-focused criteria around just features and functions, limiting the impact analytics can bring to your organization.
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Published: Oct 12, 2020
We used to have separate physical devices for phone calls, email and chat, and video conferencing. Over time, communications become consolidated into a single physical form factor, which for the most part was a smartphone or a desktop computer. 8x8 addressed both of those markets by combining video, voice, chat and contact...
Published: Oct 05, 2020
Can’t meet face to face with agencies, clients, consultants and customers? Try these tips for collaborating together in a shared Slack channel.
Anyone who works with external partners will stress the importance of face time. From creative agencies hunkering down at a company’s headquarters for a week of...
Published: Sep 24, 2020
The "US Customer Experience Decision-Makers' Guide" is a major annual report studying the CX strategy, performance, operations and technology aspects of US organizations.
Find out more about your customers’ preferences and gain insights into what they value in customer experience. With information...
Published: Oct 12, 2020
In order to succeed, modern businesses must seek to create a workplace that delivers an exceptional customer experience and supports growth – all while attracting new talent, engaging and enabling existing employees and being easily interoperable with key business systems and processes.
In this guide, we’ll...
Published: Oct 09, 2020
This buyers guide examines the North American contact center market for both premise- and cloud-based solutions. It considers full-suite, pure-play, cloud-based providers and those that provide premise, cloud-based, and hybrid solutions.
It also includes a handful of telco-based providers that offer business process...
Published: Oct 05, 2020
When it comes to transforming how we work, we believe the best way to start is to ask the people doing that work.
That’s why we’re constantly in conversation with knowledge workers in companies of all sizes, to find out what they expect from work and learn about how they’d like to get things done...
Published: Sep 24, 2020
In 2020, we learned that remote work is no longer a nice-to-have perk—it is an operational pillar that enables employees to serve customers, generate revenue, reduce costs, and innovate at any time from anywhere using any device.
Over the last several months, IT leaders have found themselves in the center of...
Published: Oct 05, 2020
One of the many shocking things about a pandemic is how quickly the unimaginable becomes the inevitable.
In less than 72 hours, even the world’s most traditional companies transitioned from office-based to working from home. Everyone could see that the word “work” was about to be redefined.
...
Published: Sep 24, 2020
When technology is the core of your business, managing risk is a 24/7 concern.
There are the big, infrastructural risks, like a complete outage of a cloud region. There are the bugs that might slip through and impact the customer experience. There’s the risk your data might be leaked, stolen or otherwise compromised....
Published: Sep 24, 2020
All business processes rely on agreements — whether those are agreements between business units, clients, partners, employees or even a mix of these stakeholders. Now more than ever, firms are examining their agreement processes to determine where and how they can be more efficient, more user-friendly and more secure....
Published: Aug 18, 2020
Ransomware is the fastest growing global malware threat and one that often catastrophically impacts an organisation. However, there is little economic value for ransomware attacks on organisations with strong cybersecurity and hardened backup environments.
Make sure that describes your organization by following the...
Published: Oct 19, 2020
Today, companies are digitising as quickly as possible to help deliver the experiences customers expect. Crucial to this process is adopting electronic signatures to transact business digitally and get approvals, as paper-based processes and wet-ink signatures are inefficient, expensive and time-consuming.
In this...
Published: Sep 18, 2019
Stacks of papers that need to be signed, filing cabinets full of paperwork— these are quickly becoming relics of the past. Whether or not it’s part of a formal initiative, your company will need to undergo a digital transformation if it’s to keep up with client (and employee) expectations.
Going...
Published: Aug 18, 2020