As we all navigate through life in a different way in 2020, if you work in WFM it’s also a strange and unique time, let’s say it’s an opportunity for… read more →
After many years at the heart of the contact centre industry QPC finds that doing the right thing for customers is about creating a collaborative experience that combines brand power… read more →
Top Customer Experience Practices to Implement in 2019 Some industry experts believe that customer experience (CX) is evolving to another level. Companies continue to struggle to make CX a priority… read more →
Top 5 Technology Predictions: What’s Next for Customer Experience “Life moves pretty fast.” No kidding, Ferris. Change is flying at us faster than ever. And, nowhere is it more present than in the… read more →
The PureCloud Platform: Designed with Change in Mind The Genesys® PureCloud® platform is a native cloud application with a complex ecosystem. The solution consists of more than 200 microservices, deployed in multiple… read more →
Improve Your Market Reputation With Microservices Do you remember the last time you got stuck in a major traffic jam? Like me, did the experience include a thousand brake lights… read more →
I feel like one of the lucky ones…..but let me explain! Several years ago I moved roles to support a new Funds & Custody related product in a large global… read more →
Each May, the OpenText team enjoys the fantastic opportunity to support our long-time partner SAP at the SAPPHIRE NOW conference. Few companies can stage an event the size and scope… read more →
Journey mapping is a great way to truly understand just how hard it is to be your customer. An effective journey map shows you what it’s like to stand in… read more →
Coaching is so much more than sitting in a room and discussing skills with our agents. If a manager looks at coaching as a boring checklist item to be completed… read more →