Contact Center Quality Management the SAFE Way

In part one of my three-part series about improving quality management in the contact center, I provided 3 Tips for Building an Effective Quality Management Program. For part two, I’ll look at how companies can implement a structured approach to coaching to help contact center agents reach their full potential within the company and enhance […]

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Driving Retail Communications Forward

For retailers, clear communications between customers, employees and suppliers is critical for increasing business productivity and accelerating revenue growth. Town Fair Tire, a New England-based tire business with 1,800 employees and over 95 stores across six states, values the long-standing relationships it has developed with both consumers and wholesale customers such as auto dealerships, repair […]

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Building a Dynasty—8x8 Named a Gartner Magic Quadrant Leader for the Sixth Year Running

FC Barcelona is arguably the dominant global football (known as soccer here in the U.S.) club of the past decade, winning 25 major trophies since 2008. The powerhouse has built a dynasty with many regarding them as the best club ever. However, one thing has eluded FC Barcelona—they have never won the La Liga title […]

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4 Tips for Increasing Local Government Digital Adoption in the UK

The UK Digital Strategy, implemented earlier this year, is designed to build on the country’s success to date in developing a world-leading digital economy that works for everyone. There’s no denying the fact that the UK has a healthy appetite for technology, but for the overall goals of the Digital Strategy to be achieved, local […]

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Heat Up Sales Cold Calls

Whenever I think of sales, I think of the stereotypical salesperson talking on the phone in a loud bustling office rattling off catchy opening lines and delivering convincing sales pitches. Films like Glengarry Glen Ross, Boiler Room and The Wolf of Wall Street depict the cunning salesperson mastering their craft. But what these films don’t […]

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Enhancing the Retail Customer Experience with Cloud Communications

As your business interacts with consumers in an increasingly digital manner, your business strategy has most likely shifted to focus on new technologies and innovative marketing approaches. However, as you continue to push your business further into the digital age, it’s important that customer service does not get left in the stone age. Tackling customer […]

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Is Your Contact Center Ready for the Future?

Customer experience serves as a major differentiator for your business. Customers expect to reach you in the channel of their choice, and demand knowledgeable agents capable of solving issues in a single interaction. And they expect you to use the best available technology to make their experience efficient and convenient.   Because your contact center […]

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3 Tips for Building an Effective Quality Management Program

When problems or inefficiencies exist within a company, employees are often faced with a choice between reporting the problem or turning a blind eye, and allowing the problem to continue. This internal tug of war between contributing to the greater good of the company or ensuring job security can hurt businesses in the long-run as critical […]

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The Power of the Cloud, Now in the Palm of Your Hand

Today, our mobile devices provide us with access to a world of information at our fingertips. In our personal lives our phones and tablets make it easy for us to be reached almost anywhere at any time. Now, 8x8 is introducing an enhanced level of mobility to business communications. 8x8 recently unveiled an updated app that […]

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The New Industrial Revolution: How Cloud Boosts Productivity for Manufacturers

By now, nearly everyone has heard about the Internet of Things (IoT) and how it’s transforming everyday technology. From syncing mobile apps with cars to linking every appliance in our homes, the IoT is spinning a growing web of devices for a more connected world. Make no mistake however, the IoT isn’t just for consumers; […]

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