What are the Top Skills Contact Center Agents Need for 2020?

training-220x175.png

by

Stop me if this sounds familiar... A friend recently called a company to get help with one of their products. Although it was the first time he spoke with an agent, it was actually his third interaction with that company. He originally emailed them and got an auto-response. But his email never res [...]

Read more >

How Social Communication Has Shifted Since the Telegraph

telegraph-220x175.png

by

How many of us actually spend time thinking about just how much we’ve all changed thanks to tech? We’re always using technology but seldom take a moment to reflect on the new patterns and behaviors we took on in response to technological improvements. In a recent interview with Dr. Claude Fische [...]

Read more >

How to Get Your Contact Center New Hire to Full Proficiency

oldticketingsystem-220x175.png

by

When I started out in a customer service call center nearly two decades ago we had this homegrown ticketing system that was completely archaic by today’s standards. But it had this feature where agents could be placed in “QA mode” so every response to a customer had to be approved by a supervisor b [...]

Read more >

3 Tips on Bringing the Outside World into the Classroom with Cloud Communications

k12edu-220x175.png

by

Field trips are clearly a great way to expose elementary students to the outside world. Although valuable, they are not so easy to make happen. Here’s a recent example. A fifth-grade teacher at a Title 1 school in northern California was arranging one of those hands-on learning experience field tr [...]

Read more >

I Practiced Gratitude for 21 Days. Here’s What Happened.

21-day-gratitude-challenge-thumbnail.jpg

by

How to Improve your Mood & Productivity with Gratitude Journaling I’ll admit it. I’m a bit of a skeptic. Sometimes (ok, a lot of the time), I catch myself finding the glass half empty instead of half full. So when I picked up Nataly Kogan’s book, Happier Now, my expectatio [...]

Read more >

New & Improved 8x8 Desktop and Mobile App Experience

newappexperience-220x175_(1).png

by

Our product teams are constantly working to bring new and improved features to provide our customers with a flexible and efficient collaboration experience. We are very excited to announce that with our latest release, we will be supporting the 8x8 mobile app on Chrome OS, giving you the flexibili [...]

Read more >

Nate’s Take from Frost and Sullivan Contact Center West

cx-220x175.png

by

This year's Frost and Sullivan event in Huntington Beach was outstanding on a variety of levels. Fantastic speakers, great programming, and multiple opportunities to dance to Michael Jackson’s “Thriller.” If I had to summarize my feelings from this show (and Customer Experience work in general) int [...]

Read more >

5 Expert Marketing Tips to Bring More Customers Through Your Door

thinkbigshopsmall-220x175.png

by

Small Business Saturday - Think Big. Shop Small. Small Business Saturday is November 30 and small businesses around the world are getting their storefronts (digital and in-person) ready for the start of a busy holiday season. It is timed perfectly after Black Friday when spending money is on ever [...]

Read more >

The Truth About 100% Uptime Service Level Agreements

sla-220x175.png

by

Don’t fall for gimmicks, 100% uptime SLA doesn’t mean 100% uptime When I was a child I believed in Santa Claus, the Easter Bunny, and Leprechauns. Yes, Leprechauns. While I now know that these characters were created to inspire kids, there's no denying that it's a deceptive practice. It’s [...]

Read more >

Video Conference Call Etiquette

Video_Conference_Call_Etiquette_.jpg

by

Video conferencing makes it easy to host sales meetings, training courses and other events online. Whether you're meeting one-on-one or with a large gathering, this popular tool provides a viable alternative to meetings. But what are the dos and don'ts of video conferencing? Video conference e [...]

Read more >
Categories

Follow Us