Retail is Leading the Charge: How Innovative Retail Brands are Setting the Stage for the Future of Retail Digital Transformation August 29, 2019 (August 29, 2019) In 2015, Amazon introduced Dash Buttons. They’re digital buttons embedded in your tablet, phone, or devices around your house. And they give you instant access to the products you order regularly. Need more laundry detergent? Out of dog food? Click your…Read More
Why it’s Said that Digital Transformation Falls on the CEO’s Shoulders, and Why No Exec Should Muscle the Initiative on their Own August 28, 2019 (August 28, 2019) Spending on digital transformation technology will surge to $2 trillion by 2020. And, for every $1 billion invested in new technology, $112 million is lost to projects that fail. That means by 2020, companies across the globe will waste a…Read More
Playing the Dating Game with Digital Transformation: How to take Next Steps to Move your Contact Center to the Cloud August 22, 2019 (August 21, 2019) Transformations don’t happen with a flick of a wand and a chant of Bippity-boppity-boo. Real transformation is hard work. Makeovers can take months, if not years of planning, strategy, implementation, and recovery to take full effect. Just think of shows…Read More
How Netflix Moved Operations to the Cloud and Saw Revenue Boom to the Billions: A Digital Transformation Case Study on Creating Better Customer Experiences August 21, 2019 (September 14, 2019) Remember the time you had to request mail-order DVDs to catch the latest flicks while munching popcorn on your couch? Me neither. It’s strange to think that about a decade ago, streaming giant Netflix had a business model built around…Read More
Out with the Old, in with the New: Leave Behind your Old Technology and Set New Standards with your Cloud Contact Center August 14, 2019 (August 14, 2019) Customer service teams catch a lot of flack. I mean just think of what comes to mind when you think of traditional call centers. Long wait times, many call transfers, agents who have no authority to actually fix your problem….Read More
Can Your Technology Vendor Survive in Your Digital Ecosystem? How to Find a Partner that Breathes Life into Your Transformation Strategy August 14, 2019 (August 14, 2019) A watch, a computer, and a phone all walk into a ba….. An office. A watch, a computer, and a phone all walk into an office. They each exist and serve their own functions individually. But they’re compatible, too. They…Read More
Looking Back to the Future: 6 Statistics to Guide You into the Future of Contact Center Work August 7, 2019 (August 22, 2019) Ok, so we don’t have flying cars powered by recycled goods like Doc Brown thought. But technology is changing our world fast. Every industry is more digitalized and more automated every year. It’s hard to keep up. And, It’s easy…Read More
How to Decipher Between 3 Common Industry Terms: Distilling the Digital Trifecta to Inspire Your Contact Center’s Lasting Digital Strategy August 6, 2019 (August 6, 2019) Raise your hand if you’ve ever mixed up a few popular terms because you didn’t know what they really mean. We’ve all been there. In our digital transformation research, we picked up on a few common terms companies often use…Read More
Making it an Inside Job: Why your Agents Need to be Involved in your Contact Center Digital Transformation Strategy August 1, 2019 (August 1, 2019) It’s estimated that the world’s customer contact centers field about 270 billion calls annually. And, it takes close to $600 billion each year to make that happen. Contact centers are dynamic, fast-paced departments with agents working tirelessly to please customers….Read More
What You Miss Out on When You Stick to Generic Digital Transformation Best Practices: How to Ditch the Template Approach to Migration in Your Contact Center August 1, 2019 (August 6, 2019) Company IT and operations leaders ranked digital transformation as the number one competitive risk in 2019. New startups and competitors born in the digital age come to market daily. And contact centers feel the mounting pressure of modernizing their customer…Read More
