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Top Barriers to Digital Transformation: Part 2

In our last post, we talked about the slow pace of digital transformation, identified five top barriers to digital transformation, and reviewed the first barrier: the cost of maintaining legacy systems. Today we’ll continue what we started and…

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The Top 5 Barriers to Digital Transformation

It should no longer come as a surprise to anyone that digital technology has revolutionized the business landscape. With the recent announcement that Apple has become the first trillion-dollar company in history, digital technology is set to be…

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Why your digital customer service solution needs to include email

In our previous post, we looked at the hidden costs of digital silos for digital customer service agents; namely that multi-tasking reduces productivity and makes us less resilient. Research shows that digital customer contact centers are losing as…

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The hidden costs of digital silos

The call center has undergone a drastic transformation in the past decade. More and more, call centers are becoming customer contact centers, where customer service agents provide support over a variety of channels – phone, email, live chat,…

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Technology brings efficiency, but it can’t replace the desire for human contact

As news continues to come out about Google Duplex AI and it’s conversational AI capabilities, it has prompted speculation about what the implementation of voice assistants smart enough to sound human could mean for the future. What does…

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Integration means never having to say goodbye (to existing voice solutions)

As digital communication technology continues to grow and evolve, it can be overwhelming for companies looking to keep up with shifting consumer expectations for digital customer service. For companies who have invested heavily in voice solutions for customer…

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Leading topics of conversation at ICMI Contact Center Expo

Last week we were excited to be at ICMI Contact Center Expo – a conference focused on bringing together contact center professionals looking to stay current in a rapidly evolving industry. We sat in on a number of…

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Solving the contact center customer/agent cycle of frustration with CRM and channel consolidation

It’s hardly news that brand loyalty is gone, and is not likely to return any time soon. In today’s marketplace, brands can no longer expect established brand equity to be a differentiator. What has emerged as the new…

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The benefits of asynchronous messaging for your contact center

In considering how to move forward with formulating strategy for digital customer service, it’s important for companies to understand what is driving the rising demand for customer service over digital channels. Consumers aren’t just switching to digital channels…

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2018 Is The Year Companies Are Making Decisions About Digital Desktop

A fundamental shift has occurred in the way that business is approaching strategy for digital desktop in the contact center. Companies are no longer having conversations about if they need to move forward with a digital strategy, nor…

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