Every Event an Opportunity

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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St. Jude Walk/Run – Virtual Event: Let’s Cure Childhood Cancer. Together.

St. Jude Walk/Run – Virtual Event: Let’s Cure Childhood Cancer. Together.

On September 26, participants nationwide will be celebrating St. Jude’s first-ever virtual walk/run event in honor of Childhood Cancer Awareness Month. Eventus Solutions Group has created a corporate team to join the virtual event this year and will be matching all contributions for our team dollar for dollar. With the support and donations toward our 18 members, we’ve been able to raise 80% of our fundraising goal and have become the top fundraising team in the Denver area this month! With your help and support, we can continue to fundraise and spread awareness in honor of Childhood Cancer Awareness Month.

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With Unprecedented Challenges, Health Insurance Companies Have New Options to Transform and Save

With Unprecedented Challenges, Health Insurance Companies Have New Options to Transform and Save

Vasupradha Srinivasan, Senior Analyst at Forrester, and one of the top thought leaders in the contact center technology industry, wrote last week, that contact centers responded to the global health crisis with “an amazing tenacity and resourcefulness in solving for people, technology and business continuity.” In her blog and a related video, she explains that while the learning curve was steep in many cases, including making the shift to cloud-based agents and managers given work@home requirement, operators are now in a position to institutionalize the best practices.

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Blue Cross Blue Shield Company Saves Over $40m with Customer Service Transformation

Blue Cross Blue Shield Company Saves Over $40m with Customer Service Transformation

In the search for differentiation, especially in a COVID environment, companies should search to re-invent their approach to business, especially in electronic channels whose importance is skyrocketing. Companies who use system upgrade or replacement projects as a platform to redefine their customer and agent experiences can create transformational capabilities if they approach the project with the right mindset.

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Use Pega to transform your contact center’s performance

Use Pega to transform your contact center’s performance

In the search for differentiation, especially in a COVID environment, companies should search to re-invent their approach to business, especially in electronic channels whose importance is skyrocketing. Companies who use system upgrade or replacement projects as a platform to redefine their customer and agent experiences can create transformational capabilities if they approach the project with the right mindset.

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