connected contact center
An integrated cloud solution connects agents to knowledge bases, and connects users to agents via the channels they prefer Did you know that businesses in the U.S. stand to lose $75 billion annually due to poor contact center experiences? That’s according to a recent White House study, which also found that customer satisfaction has not improved significantly in nearly four decades, even as companies have spent huge sums on training agents. And keeping customers happy is not getting easier. Today’s consumers have become accustomed to instant online gratification, which includes access to nearly perfect information—anytime, anywhere, and on any device. If these impatient customers encounter long hold

forrester webinar
Long gone are the days when members of a project team can all get together in one location for meetings and work sessions. Workers today need to be able to easily connect, communicate, and collaborate with each other wherever they may be. So more and more companies are turning to cloud-based business communications tools to help their people get their jobs done. But many businesses are discovering that simply putting a Unified Communications and Collaboration (UC&C) system in place isn’t enough. That’s because workers often cobble together their own sets of tools, creating separate islands of knowledge and resources rather than centralized repositories of collaboration and teamwork. The solution?

disaster recovery plan
Do you have a plan in place if your business were to meet with disaster? Would your business be able to operate or would it be out of operation for the unforeseeable future? These are questions that you need to ask yourself. If you are not prepared for the unknown, you could be leaving yourself open for eventual demise. Luckily today, technology makes it possible to mitigate the damages that a disaster can cause to a business. The key factor is implementing these things before disaster does occur because at that point it would be too late. 1) SIP Trunking In the face of disaster, you

a workforce awakens
On April 17, 1961, the US launched what would end as a failed invasion of the Bay of Pigs, Cuba. Despite spite months of planning; insurgent planting; and collaboration between the CIA, Air Force, and Army, the endeavor was a complete and total failure. Largely at fault was a miscommunication regarding time zones. Key strategic aircraft were an hour late, a costly mistake that resulted in a quick end to the two-day conflict. The word marathon comes from a composite of two Greek legends. The story is well known. In 490, Pheidippides, a Greek messenger, ran from the Battle of Marathon to Athens to beg for help, running the entire 26.2 miles without stopping and promptly collapsing after the


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