CX matters

The Last Mile: Where CX Matters Most to Customers, Companies and Agents

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In today’s competitive environment, the most successful businesses are the ones that have been able to establish themselves as leaders in Customer Experience. CX matters to a company’s success – and can be more valuable than product features, aggressive pricing or innovation. New Challenges To date, Customer Experience wins have been felt in the early parts of the customer journey […]

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customer service

Is Your Customer Service Hurting Your Sales Performance?

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If you had the choice of selling to a customer base that’s happy or for a company that has a stellar reputation for customer service, compared to the opposite that would be a no-brainer decision. The quality of service customers receive when contacting a business has a direct impact on sales success and company revenue. […]

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analytics

Curious How Analytics Can Impact Your Quality Management?

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Have you noticed all the hype around using analytics in quality management, but haven’t utilized it in your organization? If you have a quality program in place and you’re still not getting the results you desire, using analytics can lead to valuable insights that make your quality program more precise and efficient—and that’s just the […]

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Interactions EMEA

Interactions EMEA Welcomes Stephen Fry as Keynote

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Interactions EMEA 2019 welcomes award-winning actor, comedian, journalist, television presenter and film director – Stephen Fry as our celebrity keynote speaker! Stephen Fry’s career has spanned over many years with over 150 film, TV and audio performances, more than 20 written works, as well as 12.7 million Twitter followers; Fry’s wit and wisdom have been read, […]

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unisys

Unisys Raises Productivity, Reduces Costs with Cloud Omnichannel Functionality

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Unisys’ managed service desk, InteliServe™, has transformed the traditional service desk into an intelligent, user-centric experience aligned with the needs of the modern digital worker. More than 4,000 Unisys agents at 16 global service desk locations handle over 18 million InteliServe contacts annually. In early 2018, Unisys reimagined its service desk offering and worked toward […]

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customer expectations

7 Tips to Manage Customer Expectations

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Today’s customers are digitally savvy, more demanding and expect instant service. Contact centers face a constant challenge in managing customer expectations.   Here are some key customer expectations and some tips towards managing them  Save my time – Have your customers spend less time on wait times by providing a self-service option where the use case is […]

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hosted pbx

What Is a Hosted PBX (Private Branch Exchange)?

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PBX is an acronym for “private branch exchange”. It’s basically a way to connect phones in a business to the external public switched telephone network (PSTN) using plain old phone telephone service (POTS) lines. Originally, this was done using dedicated hardware installed within a business’ office, usually in something called the “phone closet”. Since it was located on the business’ site, […]

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