All too often, IT departments have earned a reputation as gatekeepers to employee collaboration. “No, you can’t use Messenger.” “No, you can’t use Slack.” “No, you can’t use your personal device for work.” We have to change; a whole lot more than our reputation is …
Cloud
Convince Your Boss: It’s Time for Digital Transformation
In 2000, Netflix CEO Reed Hastings approached Blockbuster (who?) and asked for $50 million for the company he founded. **Spoiler Alert** Blockbuster declined.
Today, Netflix is worth more than $60 Billion. Blockbuster, who at its peak in 2004, had more than 9,000 stores in the U.S., …
New Survey Reveals Shifting Cloud Contact Center Preferences
If Ben Franklin were alive today, his famous quote would read something like this, “In this world, nothing can be said to be certain except death and taxes and cloud software.” The world of contact center solutions is just a microcosm of the myriad of …
Cloud Contact Center: Customer Centricity with Great Agility & Less Cost
Cloud computing has been hyped in the media and in IT circles for almost a decade now. So I don’t need to cover what cloud computing is or what the benefits of cloud computing are. It’s been covered, and perhaps ad nauseum for some readers. …
Aspect VIA takes to the road – find out how we’re transforming customer engagement
Customer engagement is a rapidly changing sector. It’s no longer just about providing a transactional service that answers any queries and addresses complaints. It’s now a key driver of business growth that engages with individuals on a more personal level, boosts loyalty and turns customers …
Customer engagement in the digital age – breaking free from limitations
Today’s digitally-focused environment has drastically changed customer expectations when they’re getting in touch with a business. In a landscape where they’ve got a world of information at their fingertips whenever and wherever they want, old ways of engaging with customers will no longer be adequate.
Companies …
Trust in the cloud on the rise
By now, any IT manager should be well aware of the benefits of cloud computing. When it comes to boosting efficiency, cutting costs and improving flexibility, the advantages of a cloud-based system are hard to ignore.
But even with these great features, getting buy-in from others …
The Now Consumer: Save Me Time
As a busy working mom, I rarely have the luxury of wasting time. And when I do, I want to waste it wisely. For example, spending a Sunday morning binge watching episodes of Halt and Catch Fire, reading anything other than a business book, or …
Customer Engagement Centers Rally the Enterprise Around Customer Service
Nearly everyone can relate to the experience of calling a business, navigating a phone tree for several minutes and then having to repeat that information back to an agent. Some experiences can be even more frustrating if the issue is not resolved or if you …
The cloud: how does it work for customer services?
When it comes to customer service, maybe the cloud is not your first thought. Maybe you initially think of a group of stressed contact centre workers frantically answering the phone. Maybe you imagine reminders to call someone back being written down on paper and getting …