Articles in: Contact Center

Your Communications System is Determining Your Future

Vik Verma presenting at Enterprise Connect 2018 This article was originally published on Linkedin on March 12. Chat, email, phone, slack, text, tweet. The communications preferences of individuals are as diverse as the tools themselves. And while I run a business dedicated to helping organizations and people communicate more efficiently, I am also a user. Which means […]

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The Customer Experience is Everything: Join us at Enterprise Connect 2018

With March rapidly approaching, the team here at 8x8 is excited to head to the Gaylord Palms Resort, Orlando, Florida for our annual trek to Enterprise Connect, the premier event for enterprise communications and collaboration technology in North America. This year, we are all about you! We’ve spent the last year building and perfecting cloud communications, collaboration […]

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Improve CX Metrics with Cloud Communications

“Sure, I can help.” Do customers hear this when they reach your contact center? If not, it’s through no lack of effort on your side. You’ve trained your agents and given them the tools they need to answer customers’ questions and resolve issues. Every time agents get a new contact, their desktop displays customer-relevant information. […]

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Business Metrics Transparency for Better Customer Experience

Business Metrics Transparency for Better Customer Experience This is the second in a three-part series on developing an effective customer experience strategy. Once an organization has improved the contact center knowledge and capabilities of its agents to improve customer experience, the next step is to work on Transparency of Business and Technical Metrics. As processes […]

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Build Contact Center Knowledge for Improved Customer Experience

This is the first in a three-part series on developing an effective customer experience strategy. I once worked as a customer service representative (“CSR” or “Agent”). The on-boarding process included an aptitude test, interviews and a multi-week training course that covered company policies, business process and handling customer communications. CSRs were expected to handle telephone […]

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4 Ways to Evaluate Your Contact Center Training Program

Most companies have implemented some sort of training or coaching program within their corporate structure and contact center. However, simply training your contact center personnel is not enough. In this final part of my three-part series about improving quality management in the contact center, here is a framework that can help improve your contact center […]

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