by Jeff Tropeano | Jul 7, 2020 | Covid-19, Technologies, Trends
Stronger Than Ever: How the Rapid Move to Home Agents Brings New Requirements Into Focus 07 JULY 2020 By Jeff Tropeano While there has been some resistance to moving physical contact centers online in the context of the global health crisis, most brands are embracing...
by Arti Visana | Jun 30, 2020 | Covid-19, Feature, Technologies, Trends
The Big CX Leap to Cloud: Beyond Contact Center 30 JUNE 2020 Eventus The news is filled with stories about contact centers forced to respond to Work From Home (WFH) models given the COVID-19 global pandemic, which leaves no region untouched – including North America,...
by Sean Erickson | Jun 30, 2020 | Covid-19, Technologies, Trends
Passing the Test: Cloud Agility, Cultural Resilience in the Age of COVID-19 Contact Center Shifts 30 June 2020 By Sean Erickson Operating contact centers and developing CX innovations has never been easy. I’ve been in this industry for three decades, have been CEO of...
by Arti Visana | Jun 29, 2020 | Covid-19, Feature, Partners, Technologies, Trends
Will Identity Verification Automation Change Contact Center and CX Dynamics For Good? 26 JUNE 2020 Eventus There is a perfect storm brewing during this time of COVID-19 as the contact center and CX industries have been forced to pivot to Work From Home models,...
by Arti Visana | Jun 25, 2020 | Partners, Technologies, Trends
“What Was Your First Dog’s Name?” And Other Ways to Annoy Your Customers 25 JUNE 2020 By Julie Runda We all joke that it’s a wise idea to stay away from politics and religion in most conversations unless you’re pretty sure of how that’s going to work...
by Arti Visana | Jun 10, 2020 | Partners, Technologies, Trends
A Tale of Two CRM Architectures: Do you start or finish with your business processes? 10 JUNE 2020 Eventus Brands and service providers are increasingly taking a customer-centric mindset, seeking to understand their customers more deeply than ever before and use that...
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