Optimizing call volume and CX with innovative technology 'Technology continues to make waves in the CX industry with AI and predictive capabilities, with tech providers looking to build their own market share by investing in platforms and tools that
Read MoreThe latest findings show that evolving CX trends are making the cloud a necessity While plenty of organizations still use on-premise systems for their CX needs, recent surveys may force organizations to shift to the cloud. Customer preferences, along
Read MoreCX Study Places Greater Emphasis on Agent and Employee Experience A leading CX provider conducted a survey on the latest developments that are driving the industry forward. The results of the recently published 2022 International Customer Service Index (CSI)
Read MoreWhy CX technologies could be a critical investment in the next few years With concerns about a recession rising, organizations might be reevaluating their spending and growth plans. In the past, this would have meant reducing spending on technologies
Read MoreUnlocking the potential of a Contact Center through CX data While the CX center is often at the core of CX strategies by sharing insights and breaking down siloes, for most CX organizations, this is a far-off dream because
Read MoreExperts share their thoughts on creating a successful CCaaS migration project Two experts from the Society of Communications Technology Consultants (SCTC) International share their advice as communications consultants on the best way to turn CCaaS migration into a more
Read MoreFinding and closing the gap during the CX transformation A CX transformation project can help organizations improve service standards, which is critical for increasing revenue or reducing operating costs. Yet, most executives don’t see these expected gains because they
Read MoreThe race to be the top CCaaS provider continues to heat up As leading tech vendors Microsoft, Google, Amazon, Zoom, and Cisco enter the CCaaS market, it's worth examining their strategies to see how they stand out, win over
Read MoreHalf of CX leaders feel they are unprepared for the future As the CX industry embraces human-centered design, they are turning to technology to accomplish this objective. However, despite the expansion in technology, there have been some concerns about
Read MoreThe rise of human-centered design in CX design and deployment As the CX industry moves forward, its engineers are looking for ways to improve customer service by refining the CX journey to better reflect the thoughts, preferences, and ideas
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