Articles in: Contact Center

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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Three Steps to Developing an Effective Customer Experience Strategy

This is the introduction to a three-part series on developing a customer experience strategy. As customer loyalty is tested with ever-growing options, the need to understand and manage the customer journey becomes an increasingly crucial factor of competitive differentiation. All companies regardless of size should be thinking about this, but more than the theory, the […]

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Why Customers Loathe Your Contact Center

We’ve all experienced the pain first hand. All you need is a quick answer by an informed, competent customer service agent and instead, you get lengthy, unhelpful self-service menus, long wait times and apathetic agents without answers. If you took the time to dig into legacy contact center technology (yeah right, who does this?), you’d […]

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8x8 Awarded Seven New Patents Related to Truly Unified Communications

At 8x8, we aim to stay nimble, responsive and innovative as the company revolutionizes the business communications industry by unifying cloud telephony, messaging, meetings and contact center solutions along with big data and speech analytics on a single cloud platform. Our goal is to deliver companies the most advanced truly unified communications solutions available so […]

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