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AI as CX Psychoanalyst: Tapping the Collective Customer Subconscious

What if I told you that your contact center had its own collective consciousness? As strange as it sounds, it’s true. At least in a certain sense. Anytime we pull up a big-picture report of average CSAT scores or employee morale, we’re looking at the minds of all our customers or all our agents; we’re […]

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Do Your Agents Have an AI Angel on Their Shoulder?

In last week’s “Customer Experience in the Cloud” LinkedIn Live episode and recap blog, we kicked off our new mini-series, “Customer Experience Differentiated,” with a discussion about first impressions and how AI can give contact centers a leg up in that critical pre-interaction phase. This week, we’re diving into the meat and potatoes of the […]

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For Today’s Contact Centers, Great First Impressions May Start With AI

Everybody knows you only get one chance to make a first impression — which is why I want to start this week’s post with something truly inspiring. Let me direct your attention to the venerable U.S. reality TV show, The Bachelor.  But seriously! Stay with me. In every season of The Bachelor, there’s a prize […]

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The Lifesize Story Persists Through the Pandemic: Recent News and Views

To say there’s a lot going on in our world right now would be a massive understatement, so you’d be entirely forgiven if you missed any of Lifesize’s company news and thought leadership from the past few months. Fortunately, you’ve come to the right place to get caught up as we cruise into the holiday […]

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From Cloud Laggards to CX Leaders: Confronting the Fears of CCaaS Adoption

Part 3: Mitigating Personal Risk and Career Stakes  This blog post is the finale of a 3-part series on overcoming the fears and risks associated with the weighty decision to migrate a contact center to the cloud. Read Part 1 here and Part 2 here. People-centric change management A large portion of a cloud migration revolves […]

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Nemertes Research + Lifesize Webinar: CX Transformation and Cloud Contact Centers

In the midst of all the change and disruption of 2020, many organizations are asking themselves an important question: Is now the right time to move an on-premise contact center to the cloud? A recent Nemertes Research webinar presented by Lifesize provides answers to this and other critical questions. Robin Gareiss, Nemertes president, founder and […]

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Interchannel CX: A Cure for Silo Psychosis in the Contact Center

The future of CX is interchannel It’s been a full decade since omnichannel first exploded into the lexicon of contact center buzzwords. Now, as cloud and machine learning technologies grow more mature, we’re finally beginning to glimpse the next phase of CX evolution. Forrester is calling it channel-less. We might call it interchannel; it’s all […]

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