3 IT trends to watch out for in 2021January 11, 2021 | Layne Levine | 4 min read With a sigh of relief and a toast of “good riddance,” we’ve said farewell to 2020. Now we turn our gaze forward, with an optimistic outlook full of new possibilities and opportunities for IT in...
Retail contact centers benefit from increased agility with live messaging and chatbot functionalityDecember 18, 2020 | Grant Harland Live messaging and chatbots allow retailers to be agile and handle an influx of service requests while lowering costs—and increase the opportunities to generate additional revenue.
5 ways to evolve IT digital experienceAugust 26, 2020 | Stephen Farkouh Enterprise IT has reached an inflection point: for the first time in memory, innovation in the consumer space is driving user expectations in the corporate world. As consumers, we expect information and control at our...
3 IT trends to watch out for in 2021January 11, 2021 | Layne Levine With a sigh of relief and a toast of “good riddance,” we’ve said farewell to 2020. Now we turn our gaze forward, with an optimistic outlook full of new possibilities and opportunities for IT in...
Retail contact centers benefit from increased agility with live messaging and chatbot functionalityDecember 18, 2020 | Grant Harland Live messaging and chatbots allow retailers to be agile and handle an influx of service requests while lowering costs—and increase the opportunities to generate additional revenue.
5 ways to evolve IT digital experienceAugust 26, 2020 | Stephen Farkouh Enterprise IT has reached an inflection point: for the first time in memory, innovation in the consumer space is driving user expectations in the corporate world. As consumers, we expect information and control at our...
Decades Beyond: Telling a Customer “No”March 18, 2019 | Isabella Runyan The definition of customer service has changed considerably over the 20+ years of my career. Many moons ago, I worked at the help desk for a major airline. Customers used to call in to request...
WE Connect Redefines the Digital Customer ExperienceJanuary 17, 2019 | Stephen Farkouh In our now digital world, your customer’s primary interaction with your company, products and services is online. According to Forrester, self-service has been the most preferred channel for connecting businesses to their customers during the...
Effective Workplace Building Blocks: Improving the CX through IntegrationAugust 6, 2018 | Scott Yelton How many times have you called a service provider and been prompted to enter your account information, only to be asked again for the same information once you were routed to a live representative? Instead,...
Breaking Down Communication Barriers to Improve the Customer ExperienceJune 22, 2018 | Keith DeMatteo Communication and flexibility are a must for today’s businesses. If you can relate to any of the scenarios below, you know that when you don’t have the tools and capabilities needed to operate efficiently, your...
Unified Communications Solidifies its Stake in Digital TransformationMarch 28, 2018 | Austin Herrington Digital transformation initiatives are a top priority for many organizations going into 2018. From globally recognized brands, to mid-market and small organizations, the momentum is spreading across every industry, with CIO’s leading the charge. As...
AI Spotlight: Artificial Intelligence Isn't Science Fiction – and It's Headed to Your NetworkMarch 21, 2018 | Stephen Farkouh Artificial intelligence (AI) was a fixture in popular culture long before it became a computing reality. From Gort in The Day the Earth Stood Still to Hal 9000 in 2001: A Space Odyssey, kids grew...
From Open Offices to Open Spaces: Mobile Tech Takes Virtual Work to the Next LevelMarch 15, 2018 | Scott Yelton A friend recently decided to take an extended cross-country trip with his family. Faced with a demanding work load and colleagues who depended on him, he decided the only way to pull it off was...