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Is Your Contact Center Solution Engineered to Go Global? Why it Matters
There are way too many things out there that are a lot harder than they look—like backflips, juggling, and providing exceptional global customer service. Especially if you’re already providing good...
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Death of Omni-Channel
Part 2–Blog Series In my last blog, I explored the challenges of omni-channel and how it creates such a complex, convoluted picture of customer interactions—so much so that it distracts us from really...
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Death of Omni-Channel—Don’t Forget Voice
Part 3—Blog Series By now, you have undoubtedly noted that I am passionate about properly serving customers via the channel of their choice. (Check out my first and second blog in this series.) And...
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Top Contact Center Trends to Watch in 2016
It’s January so I decided to dust off my crystal ball as I do every year around this time and take a look to see what’s in store for 2016. Once I got through all the obvious things like how many more...
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Living in a Measured World
I just got a Fitbit for my birthday and set it up last weekend. So now when I go to the food truck to get my lunch, I make sure to pace back and forth while I wait for my burrito to get in a couple...
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Keeping It Simple in the Contact Center
I’ve spent most of my career selling complex technologies to very large enterprises to solve big, meaty problems. I can wax philosophical on Customer Effort Scores, the challenges of getting data out...
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The Hybrid Effect in Cloud Communications
Over the last couple of years, we’ve been hearing more about hybrid cloud computing and communications as companies consider cloud as a strategic business initiative. In March at Enterprise Connect, it...
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It’s All About the Agent
I’m at Call Center Week in Las Vegas this week and it got me reminiscing about my experiences last year. No, not the local shows I saw or the side trips to different casinos or the big money I won....
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What it Takes to Go Global with Your Contact Center
Bryan Martin recently published a blog talking about the real world challenges of going global in the enterprise communications space and talked about some of the things we are doing at 8x8 to help...
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No Coffee Required: Quality Management System Boosts Performance, Sales
I had the opportunity to attend the IoD Convention in London this year. Brexit was a hot topic. My favorite comment about Brexit was from Yanis Varoufakis, the former Treasury Secretary of Greece,...
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