Customers calling into your contact center are kind of like fighter pilots flying solo. They’re on a mission. They’re always under pressure. Every single second they spend on the phone comes with a big cost — just like how an F-22 burns $1,000 of jet fuel every single minute it’s in the air. And like […]
Continue ReadingWhat 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 […]
Continue ReadingIn 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 […]
Continue ReadingEverybody 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 […]
Continue ReadingFirst and foremost, I’d like to open 2021 by extending an immense amount of gratitude to every single person who tuned in for an episode of “Customer Experience in the Cloud” as we got it off the ground down the stretch in 2020. And now, new year, new topical mini-series! For the next six […]
Continue ReadingTo 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 […]
Continue ReadingCX differentiation takes efficiency and a human touch We did it, my CX comrades — we made it through 2020. But before you take that final victory lap, ask yourself: How can your contact center get better next year? What opportunities and technologies do you have at your fingertips to deliver a truly differentiated customer […]
Continue ReadingPart 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 […]
Continue ReadingIn 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 […]
Continue ReadingThe 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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