2018 Contact Center Summer Reading List

Summer brings longer and hotter days, and for me it's usually a time I like to catch up on my reading. I've compiled a few articles below that could help you stay on top of the hot contact center trends, but from the comfort of your air conditioning.

Cloudy to Clear - Are you getting clouded with way too many cloud terms? Cloud based, cloud enabled, cloud hosted, true cloud, pure cloud, cloud native, private cloud, public cloud, hosted cloud, hybrid cloud….how do you decide on a cloud strategy? In part one of this blog series, we looked at the basic differences between cloud native and cloud hosted models and in part two  and part 3  we looked at the pros and cons of the two models as it relates to IT leaders and Operations leader respectively. Part 4 focused on the two models from the perspective of a Finance Leader.

Myth Busting – Sheila McGee-Smith reviews some of the myths surrounding enterprise cloud contact center services – read more and download her eBook.

Real time adherence, one of the most underrated metrics in the contact center, but undoubtedly one of the most important, allows you to quickly see what your agents should be doing based on the schedule, and what they are actually doing in real time, as well as how long they have been out of adherence. Read more.

Teleflora delivers fast, reliable and consistent customer experience, watch the video and learn about their success.

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