The Big CX Leap to Cloud: Beyond Contact Center
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, Europe, Asia, Central America, South America and other regions known for their on and off-shore contact center successes.
Passing the Test: Cloud Agility, Cultural Resilience in the Age of COVID-19 Contact Center Shifts
Operating contact centers and developing CX innovations has never been easy. I’ve been in this industry for three decades , have been CEO of three CX related businesses, founded, built and sold a virtual contact center business, have run large portions of two of the world’s largest and most successful contact center BPOs in the world (TTEC and Sitel), and today am leading the Strategy and Consulting group at Eventus.
Will Identity Verification Automation Change Contact Center and CX Dynamics For Good?
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, converting hundreds of thousands of agents around the world to remote employees, even as engagement volumes are skyrocketing, and cyber attacks designed to steal private information are pervasive.
“What Was Your First Dog’s Name?” And Other Ways to Annoy Your Customers
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 out, so let me offer up another topic you can spring on people if conversation lags: ask them about the weirdest or most frustrating “identity verification” process they’ve been through.
Eventus and Journey Partner to Accelerate Trusted Identity Solutions for Private and Personalized Interactions
Award-winning digital identity solution based on an innovative network and platform approach securely confirms customer identity with 99.9999% accuracy in less than two seconds, reducing risk, lowering costs, and improving experiences exponentially
A Tale of Two CRM Architectures: Do you start or finish with your business processes?
Brands and service providers are increasingly taking customer-centric mindset, seeking to understand their customers more deeply than ever before and use that understanding to build more personal and relevant products and services.
Choose the Right CRM/CX Application Architecture to Support Your Vision
As many companies look to replace first or second-generation CRM systems, there are numerous considerations in how to approach the transformation.
Eventus Receives Pega Partner Award for Excellence in Digital Transformation
Eventus Solutions Group, a leading Customer Experience (CX) strategy, consulting, managed solutions and contact center technology company, today announced it is being honored by Pegasystems Inc., the software company empowering digital transformation at the world’s leading enterprises, following its successful implementation of Pega Customer Service™ for a major North American retailer.
Reach a Specialist in Minutes Through Healthcare Contact Center Expert Routing
The advantages and benefits of medical call centers – whether they are run by hospitals, clinics, government agencies like the U.S. Veterans Administration, employee benefits providers, pharmacies, or healthcare insurance companies – are becoming clearer every day.
Bringing Cloud CX Down To Earth in 2020: What We Learned and Why It Matters
Those of us who have been in the call center – then contact center – and now customer experience (CX) industry are more than comfortable with change. In fact, it is when things do not change that we become uncomfortable.
Latest IntelligenceHub Release Enhancements and Features
We’re delighted to announce several exciting new capabilities have been added to our IntelligenceHub platform.
Eventus Expands COVID-19 Rapid Response Program
Eventus Solutions Group, a leading Customer Experience (CX) strategy, consulting, managed solutions and contact center technology company, today announced they have implemented and are continuing to expand Work From Home (WFH) solutions that are making an immediate difference today, and pave the way for more efficient remote working going forward.