Partner Spotlight: 8x8 and Virgin Media Business join forces …

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Following the latest partnership between 8x8 and Virgin Media Business, we interviewed Keith Jackson, Channel Sales Director at 8x8 and Andrew Halliwell, Product Director at Virgin Media Business, to get their thoughts on all things cloud, 5G and the partnership. 8x8: Fantastic news [...]

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3 Reasons to Bring Social Media Into the Contact Centre

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According to Sprout Social, 53% of customers say they're likely to buy from brands that are transparent on social media. And 86% of Americans say brand transparency is more important now than ever before. What does this mean for the contact centre and the frontline employees serving customers day-t [...]

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4 Good Reasons to Stop Email-Based Customer Support

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I recently sat with a group of customer service leaders who declared that email support was dead for their company. They were turning off their support@ email address(es) and instead channeling their customers to phone, web form, text(SMS), chat, and other messaging channels. This news surprised me [...]

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How to Make Work From Home a Sustainable Part of Business Continuity

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This is the first in a series of posts about solving work-from-home challenges from the IT-leader perspective. IT is one of the teams responsible for managing 8x8’s work-from-home program. This includes enabling our global and distributed workforce to benefit from our collaboration products and en [...]

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4 Tips to Improve Contact Centre Collaboration

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Early in my career as a contact centre manager, our agents used instant messaging to ask their supervisor questions. It was helpful for them to quickly share information and get answers, without walking across the office, as they worked to support customers. One of my pet peeves was responding to [...]

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When to Move My Contact Centre to the Cloud?

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Why would you move your contact centre to the cloud now? Life is already chaotic enough. You’ve been focusing on transitioning your contact centre to a work-from-home model, and figuring out how to manage it remotely. You need new applications, but budgets are tightening. These are precisely the r [...]

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3 1/2 Benefits of Working From Home

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Let's face it, with people around the world working together to socially distance themselves, it’s clear that working from home has become a workplace norm. Now, three weeks into self-quarantine, we can see our “WFH” routines start to develop. While outside may be scary, there are still several ben [...]

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When road warriors become cloud warriors

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When business continuity is mentioned, for most, critical services like power and IT services come to mind. However, COVID-19 is redefining many organisations’ long-term view of business continuity, and ensuring that business operations can continue to function is paramount. 8x8 client EIMS is a [...]

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Maintaining Customer Satisfaction (CSAT) with Work-From-Home Agents

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If you’re struggling to keep your business afloat and profitable in these trying times, you’re not alone. Among other priorities, you know that customer satisfaction (CSAT) is now more essential than ever. It’s key to keeping the doors of your business open. But for the past several weeks perhaps i [...]

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Remote Work in a COVID-19 World

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Like many other folks, I’ve been paying a lot of attention to COVID-19 and its effects on the world. And, as someone who's spent most of their career working in an office, I imagine there are a lot of other “never-WFHers” like me that suddenly find themselves trying to figure out how to best work f [...]

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