Completely New and Free, Video Conferencing Service: Here's Why

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Earlier in September, we introduced 8x8 Video Meetings, an HD video conferencing and collaboration service that integrates with Virtual Office. Today’s news is that we are introducing a new standalone edition. What’s more, we’re offering it 100% free! Unlike other free offerings in the market, the [...]

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Best of Show: Highlights from ICMI Contact Center Connections 2019

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What a fantastic week as the 2019 ICMI Contact Center Connections conference returned to Chicago, October 28 through 31. This convergence of knowledge-hungry contact center professionals, innovative vendors, and insightful speakers always makes for a great conference — and this year was no exceptio [...]

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Hosted and SaaS: Don’t Learn the Difference the Hard Way

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The seeds of today’s cloud contact center market can be found twenty years ago. In 1999, then Hewlett-Packard, SAP, and telecommunications company Qwest (now part of CenturyLink) formed the Application Service Provider (ASP) Industry Consortium. ASPs were forecast to provide applications and servic [...]

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3 Solutions to Your Quality Management Problems

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If you’ve ever worked in a contact center, then you know that quality assurance is a time-consuming task that is often the bain of any evaluator’s existence. If you’ve never had that pleasure, imagine being in the shoes of a busy contact center supervisor tasked with reviewing the quality of calls [...]

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Great Remote Employees Do These 5 Things

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In my childhood home, homework was serious business. My mom had strict rules about completing schoolwork, at least for me. ( I think there’s some truth to parents being tougher on the oldest child, but I digress. 😅) Before I could watch my favorite evening TV shows, I had to complete my homework [...]

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Engaging the Distributed Workforce with Feature-Rich UCaaS

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There’s no doubt that the workplace and workforce are rapidly changing. The needs of a multi-generational, distributed workforce cannot be ignored. Equipping your workforce to be successful, considering their needs and preferences, truly matters. The employee experience is an ever-greater differen [...]

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How to Power Through a Time Change Like a Pro

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Whether the clock is springing forward or falling back, time changes can be a shock to your system. It’s not just about having an extra hour of daylight or darkness; changing the clock can be detrimental to your health. Hospitals see a 24% uptick in heart attacks when Daylight Savings Time begins i [...]

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Why Your Business Communications Tool Is Missing The Mark (And How You Can Fix It)

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I’ll never forget the first time that I made a terrible decision. I’m not talking about something as trivial as picking rocky road ice cream when I should have gone with mint moose tracks. It was the kind of terrible decision that would get me thrusted into the spotlight for public scrutiny and sha [...]

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5 Pawsome Tips for a Distraction-Free Remote Work Experience

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If you were playing a game of conference call bingo, you’d probably be thrilled to see a box marked “dog barking in the background” on your card. As more and more employees work remotely, hearing (and seeing) pets invade meetings has become a common occurrence. That's not always a bad thing; seein [...]

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Contact Center Quality Management: Whose Job Is It Anyway

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If I asked you who owns quality management in the contact center, how would you respond? You might be tempted to say, “Quality is everybody’s job.” While I appreciate your winning attitude and certainly believe there’s truth to that answer, I remain a bit skeptical. The intent of this article is to [...]

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