Top CX trends to be aware of in 2024 The CX landscape is constantly changing and evolving with new technologies, customer preferences, and economic changes. CCaaS migration, omnichannel contact centers, click-to-call and click-to-chat functionalities, workforce engagement management, and agent-assist
Read MoreHow the state of CCaaS migration might change in 2024 onwards The popularity of the cloud and cloud solutions for improving operational efficiency is a givenin today’s day and age, with the sheer amount of capabilities it can offer.
Read MoreThe business landscape across the board is rapidly getting on board with incorporating sustainability into their processes—as a result of both increasing regulations and businesses realizing the benefits this can bring in. Green contact centers are a result of
Read MoreSwitching from multichannel to omni-channel contact centers Imagine being able to provide a consistent customer experience to your clients across any medium or channel. No longer will you have to deal with customers complaining about having to repeat themselves
Read MoreOptimizing CX delivery with initiatives for enhancing employee experience The State of CX 2023 Report by NTT revealed some interesting insights about the interplay between employee experience and customer experience, and how improved employee experience leads to better CX
Read MoreAddressing interaction traffic influxes in contact centers during the holiday season During a recent interview, Nick Delis, the Senior Vice President of International and Strategic Sales at Five9 spoke about how contact centers can effectively address interaction traffic influxes
Read MoreCCaaS solutions aim to improve CX operations by improving flexibility for both agents and customers, facilitating scalability, and providing ease of integration. However, even with these benefits, enterprise CCaaS penetration is still extremely low. Five9’s Chairman & CEO, Mike
Read MoreRole of CX process consolidation in transforming contact center service delivery At present, contact centers are not simply cost centers. They have the potential to drive significant value into the business. More and more businesses are recognizing this capability
Read MoreEliminating contact center transformation failures through CX automation Contact center transformation is the process of overhauling traditional forms of customer service to cater to the ever-changing needs of the contemporary market. This primarily involves cloud migration initiatives. The main
Read MoreEmbracing the self-service revolution to modernize CX delivery Gone are the days when customers patiently waited in call queues and relied on interactions with human agents to get answers to their simpler queries, which to be honest, left a
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