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Cloud Contact Center Software and WFM vs. the Real World: Who’s Winning?
Henry Cooke once observed that “Life is what happens to us while we are busy making other plans.” This clash between the ideal world we plan for and the real one we all live in is a given in call...
View ArticleThe Zen of Call Center Software, Ticket Management and Customer Delight
If you know people whose eyes glaze over at the mention of phrases like “call center management” and “interactive ticketing system,” this video is the antidote. It clearly explains otherwise dry...
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Does Your Call Center Software Show You These Critical Metrics EVERYWHERE?
You can’t manage what you don’t know. And for companies who want to boost their image and sales with a reputation for great customer service, knowing and managing the real-time metrics of contact...
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Contact Center Software Mashup Helps Coach the Rest of Us
Coaching top executives is all the rage these days, and is increasingly endorsed—and paid for—by companies hoping to get the most out of their top brass. For example, Bob Nardelli, former CEO of Home...
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6 Ways to Tell If Your Company Has Outgrown Its Business Phone Service
If you’ve ever been frustrated by your business phone service, consider this: Lots of companies reach a point where they’re big enough—and successful enough—that their current service just doesn’t...
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Turn Your Contact Center or Phone System into an Unfair Advantage
This May, 8x8 announced that it had achieved “Built For NetSuite” status. Virtual Contact Center was the first call center software to gain this validation, and Virtual Office was the first telephony...
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Keep Customers from Fuming on Hold with Queued Callback
Bad customer service became a headline-maker in July and August, when Comcast representatives were recorded haranguing one customer and forcing another to wait three-and-a-half hours on hold, until...
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If You Want to Communicate What’s Important, Gamify!
To students, working in the business world can sometimes seem synonymous with “all work and no play.” So, as a new intern at 8x8, I didn’t really expect anything fun or out-of-the-box to happen over...
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The Death of Omni-channel and Birth of Any Media
Part I – Blog Series Customers really do see many different interactions with your company across many disparate channels as a single conversation with a single entity—regardless of how many...
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Top Contact Center Trends to Watch in 2016
It’s January so I decided to dust off my crystal ball as I do every year around this time and take a look to see what’s in store for 2016. Once I got through all the obvious things like how many more...
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Regus Expands its Deployment of 8x8 Communications Cloud Services to 17...
Today 8x8 announced an expansion of our partnership with Regus, the world’s largest provider of flexible workspaces, to deploy 8x8 Communications Cloud services in an additional 13 new countries as...
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The New Face of Contact Center Is Intelligent, Easy and Instant
Businesses of all sizes have employees, teams and departments that engage with both internal and external customers on a regular basis. Day in and day out, a lot of time is spent answering general...
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8x8 Quality Management Recognized As One of the Best Customer Service Solutions
It’s simple: the better you understand your contact center employees, the better you can train them to provide top-of-the-line customer experiences. This week, 8x8 is honored to be named a finalist for...
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Improve Customer Engagement with a Modern Contact Center
Communication is the lifeblood of any organization, regardless of its size or industry. From the moment a business interacts with a person, the customer engagement process begins. This means...
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8x8 Granted Five New Patents Related to Cloud Communications
At 8x8, we strive to move our industry forward with new technologies and innovations that deliver better business solutions to our customers and partners. These solutions in turn get employees,...
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3 Tips for Building an Effective Quality Management Program
When problems or inefficiencies exist within a company, employees are often faced with a choice between reporting the problem or turning a blind eye, and allowing the problem to continue. This internal...
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Is Your Contact Center Ready for the Future?
Customer experience serves as a major differentiator for your business. Customers expect to reach you in the channel of their choice, and demand knowledgeable agents capable of solving issues in a...
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Driving Retail Communications Forward
For retailers, clear communications between customers, employees and suppliers is critical for increasing business productivity and accelerating revenue growth. Town Fair Tire, a New England-based tire...
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Regus Expands its Deployment of 8x8 Communications Cloud Services to 17...
Today 8x8 announced an expansion of our partnership with Regus, the world’s largest provider of flexible workspaces, to deploy 8x8 Communications Cloud services in an additional 13 new countries as...
View ArticleClik here to view.
The New Face of Contact Center Is Intelligent, Easy and Instant
Businesses of all sizes have employees, teams and departments that engage with both internal and external customers on a regular basis. Day in and day out, a lot of time is spent answering general...
View Article