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There is a common feeling amongst outsiders about how call center and customer service professionals feel about Artificial Intelligence (AI). If they think about it at all, they all believe that customer service staff fear that AI systems will impact their livelihoods and force them out of work. However, in reality the situation is quite

Mistakes happen. Let’s be honest, until we are all replaced by robot overlords, avoidable problems will continue to occur. It’s not that people go out of their way to cause issues, it’s just that we’re all human beings and mistakes are to some extent inevitable, especially at a time like this pandemic when users and

Touchpoints, which are the moments of interaction between customers and organizations during, and after transactions, are very valuable in business, even more so than ever in this pandemic time due to COVID-19. Every organization seeks to ensure that the touchpoints are successful in guaranteeing customer satisfaction. However, the emphasis on customer satisfaction during such moments

About This Webinar Just as contact center managers, DevOps and telecom teams are starting to catch their breath from the heroic efforts of enabling Contact Center and IVR operations during the most disruptive global event in modern history, executives and business leaders have begun asking a most important question; what next? The tumultuous times we’re

As states begin to loosen lockdown restrictions, companies are planning their next moves as well. There will surely be some decisions for executives to make as we move forward. Do they even need a large office space anymore? If yes. How will they incorporate social distancing protocols into the physical workplace? Workers, particularly those in

Do Not Underestimate the Headset The Last 3 Feet: Endpoint Selection When Working from Home I am surprised by how many people underestimate the importance of a headset when using their PC or mobile device to join calls.  I have come to the enlightened and statistically-supported opinion that these people are just plain selfish.  They

The COVID-19 pandemic has taken a toll on businesses of all shapes and sizes, and large enterprises are no exception. Many corporations were exposed in several areas. Some suffered due to a lack of preparedness from an infrastructure standpoint. Others faced new cybersecurity threats. IT and customer service teams struggled to keep up when they

3 Groups of Social Distancing in the Workforce The COVID-19 outbreak has driven more and more employees from the brick and mortar of their workplace to their homes.  As I have been scanning social media over the past couple of weeks, I have noticed 3 groups of people. The Bored There are a lot of

It’s easy for quality, configuration or software issues to disrupt the customer journey resulting in lost revenue or a poor overall experience with a brand. Contact center professionals and customer service teams rely on highly-advanced technology to deliver the right communication experiences at the right time, so when problems arise, they have a solution at

Our partner Avanade offers great insights on preparing your network for working from home with basic tools from Microsoft. While this article covers all areas of remote working environments, we’d like to highlight a few sections that apply to our solutions.  If you’re using Microsoft Teams for Business on-premises, you will need to quickly check