Change is happening at a dizzying pace. Nowadays instead of flagging a taxi, you request an Uber or Lyft. Or, if your destination is just a few blocks away, you might just zip over on a Lime or Byrd. Rather than having cash in your pocket, you may use Apple Pay and a Venmo account. Home for the ev [...]

I was just a few years out of college and a couple of years into my first customer service manager job at a startup when one of our agents, who had previous contact center experience, asked, “Hey, are you gonna do quality assurance at some point?” Not known for my ability to BS, I responded with an [...]

The benefits of the cloud are well known and hardly need to be debated on: access, agility, elasticity, lower administration cost and even better security, they are just given and supporting the digital transformations. This blog post is for someone who is looking to understand the dynamics betwee [...]

Call centers can be a somewhat stressful work environment and not always conducive to long career decisions. But if you’re a savvy call center leader, you know there is a secret to keeping a positive and productive outlook in contact centers. Every positive interaction that a potential buyer has w [...]

Every customer service nightmare begins with, “Can you hold, please?” What often follows next is a pinball effect of rerouting through different agents and repeated information requests. In the age where positive customer experiences are a crucial competitive differentiator, preventing these scenar [...]

In my role at 8x8, I’m working with our teams in building the next generation of 8x8 products that make our customers obtain insights and capabilities needed to make better business decisions. Having been in this industry for a while, I’m constantly evaluating the maturity of AI & ML technologi [...]

If you’re not in the ecosystem, you’re out in the cold  This post is part of a series focused on how integrating communications with business processes improves sales and support teams’ effectiveness. According to Webster, an ecosystem (n) is a complex of a community of organisms and its envi [...]

With all the emphasis on digital transformation, topics of employee empowerment have been quietly gaining momentum in the background. At 8x8, we’ve researched this area to better understand how collaboration will be used by companies to enhance employee empowerment (view the infographic at the bott [...]

Did you know that employees are typically productive for only 3 out of 8 hours in a workday? The other 5 hours are spent on mobile devices, exploring social media, eating, chatting with colleagues or doing other non-work related activities. There are many things competing for our attention and whe [...]

“They may forget your name, but they will never forget how you made them feel.” What a simple yet insightful observation by the famous writer and poet, Maya Angelou. If we think about it, this sentiment rings especially true in the world of health care. From the very first moment of contact through [...]