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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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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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CX Analytics: The Complete Customer Experience Guide for 2021

Customer experience, also known as CX, is the overall perception customers form of your business as they progress through their customer journey. CX comprises every single interaction, positive and negative, between your business and your customers, and directly influences the possibility of not just an immediate purchase, but also future purchases from them and people […]

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9 Ways to Optimize Call Center Customer Service

For years, we’ve highlighted the rising importance of customer experience, having recognized that quality service begins and ends with the contact center. While it’s true call centers remained an afterthought for too long, today leading organizations recognize their importance to the bottom line and are redoubling efforts towards improving call center agent training, client retention, […]

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Ideal Work Environments: How to Find Yours and What You’ll Need to Succeed

Everyone thrives in different settings. For some, a high energy work environment with lots of activity spurs creativity. For others, the same environment represents productivity-killing distractions. This is where the concept of your ideal work environment comes in. Do you know which work environment is the best for you? Is it working at the penthouse […]

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