Every Event an Opportunity

Frustration and Friction in Customer Support: Here’s How One Company Solved for Both

Frustration and Friction in Customer Support: Here’s How One Company Solved for Both

In today’s fast-paced world of on-demand services, entertainment, and products, customers’ expectations have risen in regard to almost every aspect of a company, including the customer experience. All too often, help desk agents, whether in contact centers or manning online chat sessions, become the target of customers who are frustrated when their products don’t work, when their billing is incorrect, when they regret a purchase and demand a return or a refund, and more.

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Big Data Analytics – What Contact Centers Can Learn from the Tampa Bay Rays

Big Data Analytics – What Contact Centers Can Learn from the Tampa Bay Rays

Big Data has been with us for years, and across its many forms, is used more widely than most of us realize. As the analytics derived from Big Data play a growing role in decision-making, expectations become higher for the accuracy and completeness of the underlying data. Not only must organizations capture data from an ever-expanding range of sources, but they must also manage it in ways to glean insights to support business decisions.

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APA for Accelerated ROI

APA for Accelerated ROI

Who isn’t trying to find new ways to conserve resources – lower costs – and generate better results from their investments in customer experience and contact centers? There are so many opportunities to save money by leveraging automation to reduce labor.

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When Things Get Tough, the Tough Get Going: Contact Center Transformation in an Age of Disruption

When Things Get Tough, the Tough Get Going: Contact Center Transformation in an Age of Disruption

Nearly every large enterprise and government agency has a dramatic story about shifting their contact center workforce to a work-from-home (WFH) model in record time due to the pandemic. Now that it has happened, out of necessity, and contact center leaders have worked through the initial shock of moving agents home, WFH is becoming the rule rather than the exception.

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Orchestration & Automation: Keys to Tapping and Activating Data to Drive Personalized and Productive CX

Orchestration & Automation: Keys to Tapping and Activating Data to Drive Personalized and Productive CX

Earlier this year, Eventus published a white paper titled “The Orchestrated Customer Experience: CX Transformation Delivered by a Modernized Contact Center Framework.” This foundational publication presents a vision and blueprint for delivering on the promise of the fast, friendly, and customized service consumers and businesses expect in this new decade.

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