If you’ve purchased new tech, especially from a legacy vendor, then you’ve probably been through this before—months of delays, and the go-live date you were planning on is out of reach. You think back to all the promises they made you, all those exciting conversations...
This article was originally published in Contact Center Pipeline, the magazine for contact center professionals. Already experiencing pandemic change, contact centers can expect even more in 2021, at a more rapid pace. Call and ticket volumes continue to rise, and...
Customer service orgs are under pressure. High volumes, distributed teams, yet same expectations for efficiency. As a natural response, digital transformations are accelerating across the industry, with workplace automation suddenly becoming the new buzzword for...
This blog post was originally published on Genesys blog. As contact centers adjust to the new normal of remote work, they’re struggling with efficiency more than ever. With 89% of consumers ready to switch to a competitor following a poor customer experience, customer...
New tech initiatives can be tough. A bad tech investment can really knock the wind out of the positive change you are working to achieve. According to Forbes, 70% of all digital transformation initiatives do not reach their goals and the number one reason is...
Customer experience means everything to us. That’s why we were incredibly excited to find out Shelf received the top award for Easiest to Use product in the Contact Center Knowledge tech category in G2’s Fall 2020 Report. G2 is a peer-to-peer review site where users...
