Leveraging the Cloud for Customer Service Innovation

The last few years have seen a dramatic change in work processes, driven by the need to provide access to business enterprise systems and data in an agile remote environment. This has created an acceleration of cloud computing and SaaS deployments, including Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS). However, remote […]

Is Good Employee Experience Necessary for Company Success?

A review of Empathy in Action: How to Deliver Great Customer Experiences at Scale by Genesys CEO Tony Bates and Dr. Natalie Petouhoff Two things are happening in today’s business world. Business and retail consumers are rapidly shifting the products and services that they use, and employees are taking a hard look at where they […]

Does Remote Work Weaken a Company’s Culture?

A survey of 2,800 senior managers from staffing firm Robert Half found that 41 percent gave employees the ability to choose when they work. A week doesn’t go by without reading about the “Great Resignation,” accompanied by an array of recommended measures to mitigate this trend, ranging from better benefits to outsourcing jobs to positioning […]

Pairing UCaaS and CCaaS With Your Enterprise Cloud Strategy

Once you move to a cloud communications platform, should you care what goes on in the vendor’s cloud? The question reminds me of a story a colleague once shared about his teenage son trying to use his mobile phone on a camping trip in the Sierra Nevada mountains. While explaining to his son that he […]

Your Social Media Strategy Requires a Multi-Purpose Approach

Enterprises have recognized the importance of engaging customers and business partners through social media channels as well as SMS text and web chat. It is good that they understand the value of technology solutions that integrate social media and messaging into a larger unified communications solution. However, too often when an enterprise plans to engage […]