Customer Contact Blog

Posted by njamison; on Aug 20, 2018
Views: 874

Category : Cloud, Customer Contact

A key area of Workforce Optimization, Workforce Engagement Management is getting significant attention by contact center operators. One component in particular, Gamification, has the potential to supercharge engagement, while addressing persistent ch…

Posted by ashah; on Aug 02, 2018
Views: 705

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Posted by epopova; on Apr 03, 2018
Views: 3961

The compelling benefits of cloud architectures–more flexible capacity adjustment, more cost-effective support of remote agents and faster access to advanced features—have resulted in high growth rates in the cloud contact center market. Many business…

Posted by epopova; on Feb 09, 2018
Views: 3018

It became obvious at Avaya Engage that the current executive team is determined to shift Avaya's focus to the cloud in terms of both technology development and business model. The team acknowledges that they are a bit late to the game and that most o…

Posted by epopova; on Sep 06, 2017
Views: 2557

Progressively-minded people around the world increasingly raise their voices in support of women’s rights, including the right to education and professional realization. Enabling women to work and earn a living is not only about gender equality; it’s…

Posted by BrendanRead; on Jul 24, 2017
Views: 2014

Category : Customer Contact

The CX, cost saving, productivity, and compliance/security benefits of Robotic Process Automation (RPA) in the contact center.


Posted by BrendanRead; on Jun 06, 2017
Views: 2436

Alaska Airlines shows how to deliver excellent CXs in challenging environments that has helped it to grow, and plan for future growth.

Posted by BrendanRead; on Apr 12, 2017
Views: 2207

Category : Customer Contact

In the wake of the recent United Airlines incident, while industries may not be able to change core conditions that create poor CX, they can take steps to minimize customer annoyance

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