Where Digital Marketing Fails

By
Tracy Venters
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06/18/2018 - 10:01

If you are a marketing person today, nobody cares about your “offline” skills. Everybody wants a digital marketer. Yet eCommerce currently makes up only 10% of all...

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Contact Centers, analytics, digital marketing, big data, customer service, contact center

Next Stop: Cloud Comms Summit

By
Blair Pleasant
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06/04/2018 - 10:05

My next conference is the Cloud Comms Summit, taking place in (outside of, actually) Washington, D.C. on June 27. Produced by the Cavell Group and the Cloud...

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UCaaS, Hybrid Cloud, Contact Centers, Cloud Comms Summit

Transforming Citizen Experience

By
Altivon
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05/23/2018 - 10:29
Companies everywhere have been schooled by the likes of Starbucks and Amazon, which have radically improved customer experience and dramatically...
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Contact Centers, Business Process & Workflows (CEBP)

Self-Service Success: Convenient, Fast, Friction-less

By
Altivon
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05/23/2018 - 10:28
Self-service as an option is a win-win proposition for customers and contact centers alike. Customers feel more in control and contact centers are...
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Contact Centers, Business Process & Workflows (CEBP)

ROI for Contact Center Patient Experience Focus

By
Altivon
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05/23/2018 - 10:27
Healthcare organizations are embracing patient experience as a critical success factor in both financial and patient outcomes. Altivon and Genesys...
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Contact Centers, Business Process & Workflows (CEBP)

Digital Transformation, Healthcare and the Contact Center

By
Altivon
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05/23/2018 - 10:25
Altivon sponsored the first in a series of healthcare related webinars focused on patient experience and the contact center. The webinar presented an...
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Contact Centers, Business Process & Workflows (CEBP)

Replacing Aged Infrastructure: The Time is Now!

By
Altivon
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05/23/2018 - 10:23
A recent webinar “RIP Call Centers of Old” featured three executives discussing their contact center modernization with Sheila McGee-Smith, the...
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Contact Centers, Business Process & Workflows (CEBP)

Creating an Emotive Customer Experience: Where’s the Motivation?

By
Tracy Venters
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05/23/2018 - 08:36

A recent study sponsored by NewVoiceMedia claims that U.S. companies are letting an estimated $75 billion per year slip into the pockets of their competitors due to...

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Contact Centers, Mobile Devices, customer experience, omnichannel, contact center, NewVoiceMedia

Replacing Aged Infrastructure: The Time is Now!

By
Altivon
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05/22/2018 - 11:16
A recent webinar “RIP Call Centers of Old” featured three executives discussing their contact center modernization with Sheila McGee-Smith, the...
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Contact Centers, Business Process & Workflows (CEBP)

Preparing Your Contact Center 2018

By
Altivon
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05/22/2018 - 11:15
Sheila McGee-Smith did not disappoint in her latest webinar appearance, also featuring the Auto Club Group and Altivon. As always, she wove a clear...
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Contact Centers, Business Process & Workflows (CEBP)

Millennials Change Things Up

By
Altivon
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05/22/2018 - 11:14
Millennials grew up with technology. They have always had instant access to games, music, entertainment, social interaction, photo sharing, news and...
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Contact Centers, Business Process & Workflows (CEBP)

Journey Mapping: Beyond Process Flows and Sticky Notes

By
Altivon
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05/22/2018 - 11:14
Most people understand journey mapping as an intellectual exercise involving poster paper and sticky notes. The outcome is usually a back-office map...
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Contact Centers, Business Process & Workflows (CEBP)

Getting Proactive Communications Right

By
Altivon
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05/22/2018 - 11:12
Proactive Communications has come a long way in the past few decades and the potential for use as a means of improving customer loyalty is very high...
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Contact Centers, Business Process & Workflows (CEBP)

Contact Center and CX Predictions

By
Altivon
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05/22/2018 - 10:35
Millennials grew up with technology. They have always had instant access to games, music, entertainment, social interaction, photo sharing, news and...
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Contact Centers, Business Process & Workflows (CEBP)

NewVoiceMedia Research Reveals Bad Customer Experiences Cost U.S. Businesses $75 Billion a Year

By
BCStrategies
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05/17/2018 - 12:33

New research from NewVoiceMedia, a global provider of cloud contact center and inside sales technology, reveals that U.S. companies are losing $75 billion a year due...

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Contact Centers

8x8 Acquires MarianaIQ

By
Robbie Pleasant
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05/16/2018 - 12:18

8x8, Inc. has announced the acquisition of MarianaIQ, a startup focused on AI and deep learning.

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Collaboration, Contact Centers, MarianaIQ, Artificial Intelligence (AI), machine learning, X Series Intelligence Platform

Five9 Reveals Spring Release 2018

By
Robbie Pleasant
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05/16/2018 - 09:48

Five9, a provider of cloud contact communication software, has announced the Five9 Spring Release 2018. With this new release come new enhancements to its portfolio,...

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Contact Centers, Artificial Intelligence (AI), Five9 Spring Release 2018

One Week, Six Cities, Two Conferences, and Seven Takeaways

By
Jon Arnold
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04/30/2018 - 09:50

It’s not often I have two events in the same week, but that’s what unfolded recently, and being the only BC Expert to attend both Monage 2018 and Cisco Collab Summit...

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Contact Centers, Cisco Collab Summit, MoNage 2018

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