CX 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 […]
Continue ReadingParticularly since the onset of the pandemic, contact centers have played a vital role in not only resolving customer issues and requests in a smooth and timely manner, but also in providing business services and sales interactions that can occur across any communication channel beyond in-person. In those ways, contact centers have more than held […]
Continue ReadingPart 2: Facing the Top Cloud Fear This blog post is the second in 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. Reversing aversion to change So you’ve done your risk calculus and you’re committed to […]
Continue ReadingStop me if you’ve heard this one before: One day your CFO or CEO calls you into their office — the same one who’s spent years telling you, “Don’t even bother thinking about cloud, because we are not tearing down our entire contact center to try some harebrained scheme.” Except this time, something’s different. Maybe […]
Continue ReadingThe contact center market has seen a tremendous amount of change in the 30 years since I first got into the game. But if there’s one thing that’s remained constant throughout the past decade, it’s that CX leaders have been skittish about cloud. While SaaS was transforming everything from CRM to HR, most of us […]
Continue ReadingThere are a couple of big differences between the video clips you watch on the internet and the live video conferences you hold at the office. For one, streaming video clips (your standard cat video variety) are designed to download portions of the footage ahead of time to make up for network instability during the […]
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