ContactBabel shares their comprehensive report on how contact center industry experts are investing in the customer experience. Ready to transform your own customer experience strategy? Download the report.

Are Your Applications Slowing You Down? In a recent study, 357 DevOps and IT people said that they felt pressure to accelerate their operations—and that their major hurdle was the proliferation of microservices and APIs. About half of study participants reported that an observability platform/service mesh helped them improve security and manage modern apps…while conferring cost savings. Check out this […]

If you want to gain the competitive edge, the most important investment you could ever make is in your employee experience. In this handbook, you’ll see how you can unlock the full potential of your people—optimizing their power of productivity. Read it now to see why a single digital foundation is vital for delivering great experiences to employees, wherever and […]

The customer experience is evolving. When we discuss innovation in the customer service space, we immediately jump to digital. When we highlight CX trends, we focus on how fast, seamless and convenient service experiences can be. But, what we don’t often discuss is the inherent need for voice support. Sure, digital is still a critical pursuit for organizations looking to […]

In 2022, businesses recognized the value of optimizing their contact center operations to streamline processes, increase efficiency, and meet the rising expectations of their customers. Despite a full staff of agents, only 10% of customers believe that experiences have significantly improved over the past year, making productivity a non-negotiable metric for success. To empower agents to do more with less, […]

Gen Z is on the rise, and just like Millenials before them, their entrance into the market promises a significant shift in the types of services and experiences businesses need to offer to stay relevant. Download this infographic and see 15 statistics how Gen Z is reshaping business.

In about two years, Gartner predicts half of organizations will be using managed detection and response (MDR).1 The pace and lethality of attacks require greater operational capacity and expertise – and offloading 24/7 detection and response while you focus on strategy is probably an inescapable good thing. In this report, the SANS Institute dives into the current state of MDR. […]

Consumers expect service to be seamless and omnichannel. No surprise, given the ubiquity of apps and service across many channels—phone and email, but also chat and platforms like Twitter. That expectation has carried over into the workplace, where employees have the same standards of service as they do for the businesses they patronize. Now more than ever, human resources departments […]