Insights

Insights

October 14, 2020 • Article

2021 Budgeting: Technology and Contact Center Operations Preparedness

2021 is going to be a different year for businesses. For most, it's going to be the time to understand the extent of the damages caused by the Coronavirus pandemic. While proper budgeting and planning will play a crucial role in mitigating some unforeseen challenges, it's the first time that most businesses ...

September 29, 2020 • Article

An Eye Toward the Future:
Preparing Your Contact Center’s BCP

If the sudden onset of the COVID-19 pandemic has taught the contact center industry anything, it's how necessary a business continuity plan (BCP) is in this day and age. For companies with a well-planned, well-tested BCP, maintaining steady workflow while providing a good customer experience this last quarter ...

June 4, 2020 • Article
Article originally published on February 6, 2017 and is being republished as part of PPT Solutions’ ongoing “Throwback Thursday” series.

Capitalizing on the Power of Artificial Intelligence to Deliver a Profound Customer Experience

Information is power. We live in an age in which technology is creating amazing new capabilities for businesses to leverage the massive amounts of information Big Data is providing. To remain competitive as data growth continues to explode, companies need to optimize the customer data they are collecting and find additional ways to ...

April 29, 2020 • Article

3 Ways the Shift to Work-At-Home Will Transform Business Norms

For years, companies have deliberated the overall effectiveness and resourcefulness of a remote workforce. Workplace flexibility has been a subject of debate for decades with many surveys repeatedly showing 8 out of 10 employees having a desire to work from home – with over a third willing to accept lower pay for the option.

April 23, 2020 • Article
Article originally published on February 21, 2017 and is being republished as part of PPT Solutions’ ongoing “Throwback Thursday” series.

Robotic Process Automation: Your Engine for Growth

The success of any business is dependent upon sound economics. Successful companies are continually seeking opportunities to reduce spend, enhance performance and streamline operations – all while simultaneously delivering industry-best value to their customers. With the emergence of new technologies ...

April 7, 2020 • Article

COVID-19 Rapid Relief: The Future of Financial Services - 4 Key CX Strategies

In light of COVID-19’s growing impact on today’s experience economy, the current state of customer experience is at a critical crossroads. While every industry is being affected by the pandemic, the financial services industry faces a unique set of consequences. The COVID-19 crisis has forced banking, credit card services and ...

March 25, 2020 • Article

COVID-19 Rapid Relief:
Mitigating Workforce and Customer Experience Impacts Through Cloud Solutions

As the world faces an unprecedented public health emergency, high levels of uncertainty paired with a constant flow of new information has dramatically impacted the very manner by which we live, function and communicate on a daily basis. It’s during uncertain times like today, obsessive customer-centricity is more critical ...

March 18, 2020 • Article

COVID-19 Rapid Relief: Enhancing Citizen Responsiveness Through Cloud Communication Solutions

Today’s global health emergency has become one of those rare moments in time when we are presented with profound and significant changes to our daily lives. Amid this uncertainty, people turn to their government and local agencies for answers and time-sensitive updates. Citizen needs and...

March 3, 2020 • White Paper

The Customer Experience Effect Insight Series
Volume 1: Evolution of Contact Center Metrics

Conventional contact center metrics have been typically linked to the measurement of operational performance, support staff behavior and interaction compliance. In recent years, contact center management key performance indicators (KPIs) have undergone a shift with customer satisfaction at the forefront of measuring success. The traditional methods of measuring performance and service are not obsolete...

November 1, 2019 • Article

The Aging Premises Based Ecosystem: Demystifying UCaaS and CCaaS Cloud Delivery Models


It’s no secret that cloud technology is redefining how businesses operate. With legacy phone systems and on-premises...

October 2, 2019 • Article

AI and the Customer Experience: Past, Present and Future

In recent years, Artificial Intelligence (AI) has reshaped how consumers are interacting with companies and brands. It has become evident that the advantages of this technology will be influential, if not vital, in helping businesses build Customer Experience models that will boost productivity, mitigate customer friction and reduce customer effort. As organizations strategize on their…

April 25, 2019 • Article

Bridging the Generational Gap: Millennial vs. Gen Z CX Expectations

As the first generation born in the digital age, major corporations and analysts have spent years decoding the mysterious Millennial consumer. More recently, the Millennial’s younger counterparts known as Generation Z is the newest group of mass-market consumers reshaping how companies approach customer experience design. While both generations share some of the same behaviors and…

January 22, 2018 • Article

The Hidden Truth: The Importance of Customer Journey Mapping

Sometimes you don’t know what you don’t know – this is why a Customer Journey Map (CJM) is an essential tool for every business. A CJM illustrates the journey that your customers go through while interacting with your company – whether it be buying a product, employing your services or engaging in online experiences. You…

November 9, 2017 • Article

What We Can Learn About Customer Experience: Courtesy of the Transportation Security Administration (TSA)

The three letters “TSA” typically evoke a strong emotion. If you’re like most travelers, the reference likely conjures negative feelings and recollections of missed flights and long wait times. This is quite a different tale. Normally when you think about great customer…

September 27, 2017 • Article

Five Omni-Channel Customer Experience Best Practices That Can’t Be Ignored

Omni-Channel Customer Experience, put simply, is the ability of a customer to access your products, services, and departments throughout ANY (“omni” meaning “of all things”) channel they may come across – with a seamless transition from channel to channel. It’s an overwhelming concept at first. How are we going to respond quick enough and manage…

April 25, 2017 • Article

Four Ways to Optimize Your Omnichannel Customer Experience Using Technology Solutions

Customer Experience (CX) is the new competitive battleground for business. Whenever and wherever your customers interact with your brand, they have lofty expectations of a seamless experience across all channels. Whether speaking to an agent on the phone, making an online purchase or using a mobile application, they expect great service…

April 11, 2017 • Article

Cloud Versus On-Premise Contact Center Solutions

Companies have many technology choices when it comes to contact centers. Most businesses have some understanding of the benefits of cloud solutions – they are operational-friendly, highly flexible, reliable, scalable, and most importantly, cost efficient. However, when comparing cloud versus on premise contact center solutions, monetizing the cost savings and making a selection that precisely…

March 21, 2017 • Article

Critical Metrics to Consider When Measuring Your Customer Experience

Companies and brands that have embraced a philosophy of continuously improving Customer Experience (CX) are leading the way in every sector of the marketplace. The CX landscape is constantly changing and evolving. To ensure you’re adapting and meeting your ongoing ROI efforts, it’s critical you establish the appropriate metrics…

March 7, 2017 • Article

Four Ways to Enhance Your Customer Experience and Improve Your Financial Outcomes

Companies delivering industry-leading customer experiences are winning the fight for consumer’s hearts, minds and wallets. While doing so, they are also reaping the benefits of enhanced Customer Satisfaction (CSAT), increasing Customer Experience Scores and, most importantly, improving financial outcomes. It’s a simple fact. Increased CSAT, enhanced Customer Retention and a greater…

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