In financial services, credit union and regional bank contact centers face challenges as they adapt to changes in technology coincident with rising customer service expectations. Customer behavior is continuing to drive this change. It can be overwhelming to consider how all customer contact departments need to evolve to care for this exponential rise in expectations. ConvergeOne and Avaya partnered with CatalystMR to conduct a study to:Read More
Everise is an award-winning experience company with over 12,000 global agents, servicing over 20 languages, delivering CX transformation to enterprises from the Fortune 500, to the world’s most beloved unicorns, to high growth tech startups.Read More
Pandemic this, COVID that… enough already, right? The situation was supposed to be temporary, but is it really? Many organizations I’m working with now are in a planning phase, and they aren’t planning for everyone to return to the office.Read More
What is that one question that you’re answering repeatedly, every day?Read More
At ConvergeOne, WAVES is our proprietary Methodology that guides each and every one of our collaboration engagements. WAVES is an acronym, with each letter representing a specific phase of the methodology. Each phase provides a specific contribution to the final outcome, which is a recommended solution that is tailored to the customer’s business and technology needs. The WAVES phases, which must be executed in order, are:Read More
Conversations abound with talk of the BOT (a web robot that automates tasks) takeover in our customer care practices, but how will the human element evolve? If in just a few short years, 85% of interactions will be handled by BOTs, where does that leave the other 15%? In this post, I will focus on the 15%, its importance within our customer care ecosystem, and how you can ready yourself for the impact this will have on your organization.Read More
As we watched the successful launch of SpaceX Falcon Heavy, it struck us how fast technology was advancing. Think about it: Launching a 230 foot rocket with 27 engines. The boosters separate and nail a side by side landing back at the Cape. The coup d’état was sending Elon Musk’s Tesla on the way to Mars. That was unthinkable just a couple of years ago!
Believe it or not, our collaboration tools are evolving at warp speed too. The traditional PBX has rapidly evolved into an open architecture development platform that has the capability to radically improve the efficiencies of current workflows. Your company’s needs still drive solutions that include multiple vendors, and very likely a mix of cloud, hybrid cloud and on-prem solutions.Read More