Metrigy State of Customer Experience Technology

Business and technology leaders at companies large and small, across multiple industries, have identified customer satisfaction as a top business priority. In the contact center, they’re significantly more focused on ensuring customer satisfaction than they are about achieving agent productivity. In order to achieve solid success metrics, they need a well-defined customer experience (CX)strategy backed by an innovative technology partner. […]

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2022 Agent Experience Trends Report

RingCentral recently teamed up with Benchmark Portal to conduct a survey on contact center agent turnover and retention. In the survey, two-thirds of contact center leaders—65.6% of survey respondents—reported an increase in attrition, or agent turnover, over the past two years. This report will reveal the top three factors of rising attrition rates among contact center agents and explore ways […]

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The Inner Circle Guide to Remote & Hybrid Working Contact Center Solutions

Contact Babel, one of the world’s leading CX industry analysis groups, has partnered with ThinScale to produce The Inner Circle Guide to Remote & Hybrid Working Contact Center Solutions. This in-depth guide highlights the key technologies and operational policies used by contact center leaders to create a secure and high-performing hybrid or WaH workforce. This fully independent paper offers insight […]

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Checklist: How Good Is Your Communications System?

Today’s work takes place in the office, at home, and everywhere in between. And with new hybrid models of work, your communications system plays a key role in keeping your teams connected and your customers happy. So what capabilities apply to your current communications system?

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Microsoft Teams & Telephony: Why Businesses Prefer UCaaS Providers

Leveraging calling services from a UCaaS provider, integrated with Microsoft Teams, provides organizations with the best opportunity to minimize telecom costs while delivering advanced calling features and higher levels of reliability. In fact, almost 88% of those using Microsoft Teams for messaging and meetings, with a separate UCaaS provider for calling, plan to maintain those calling services. Those responsible for […]

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Hybrid Work: Why It’s Time to Move Your On-Premises PBX to the Cloud

Now that businesses are returning to work, the question becomes: what role will the cloud play in the future of work?It’s clear that the future workforce will be hybrid, with some workers in the office, some working remotely, and some a combination of the two. And with these rapidly changing needs, businesses realized just how vital the cloud is to […]

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Composable Enterprise is the Cloud’s Next Big Thing

INTRODUCTION: DIGITAL TRANSFORMATION DRIVES THE NEED FORCOMPOSABILITY Digital transformation has witnessed unprecedented acceleration since the pandemic began. All businesses—regardless of company size, vertical market or geography—shifted to a digital-first model to adapt to a world where digital technologies are the only way to interact with customers. In addition, most businesses quickly determined that hybrid work—where workers split their time be-tween […]

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Four Essential Elements of Online Project-Based Learning

From workplace challenges to the daily to-do list, real life is a series of projects. The question is, do schools adequately prepare students for this kind of environment, particularly in the digital domain? Some say not – and that’s where project-based learning, or PBL, can help. Meant to help students apply analytical skills to real-life problems in the twenty-first century, […]

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