6 Steps to Empowering Agents with Workforce Engagement Management [Part 1]

Posted on June 21, 2022 by Kathy Sobus + Chuck Branum

What factors determine whether a contact center interaction produces a positive outcome? Often, it’s the agent that makes the difference, but this doesn’t tell the whole story. How was the “right agent” trained? Why was the call routed to that employee? What business systems supported the interaction? To ensure the quality of every customer interaction, contact center managers need a business system – a repeatable approach.

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2022-23 Communication Platform as a Service (CPaaS) Planning and Strategy Guidance

Posted on June 7, 2022 by David Lover

I find that there are a lot of misconceptions about what CPaaS actually is. The term “Communication Platform as a Service” can mislead you into thinking it is a very broad and inclusive term.

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Are You Ready for Connected Devices?

Posted on May 17, 2022 by Kathy Sobus

Products, goods, and services: Do you have anything in those categories that can be connected to the internet? That send signals? That provide information? If so, read on. If not… well, you should still read on, because this will likely impact you soon. There’s no sigh of relief here.

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Prepare and Create Data to Support Customer Self-Service

Posted on April 19, 2022 by Kathy Sobus

Preparing and creating as much data as you can will help you build for the future and support more self-service efforts.

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Don’t be Afraid of Intelligent Virtual Assistants and the Help They Bring

Posted on March 22, 2022 by Kathy Sobus

Virtual assistants can offer an incredible amount of help to your customer care organization. Before we jump into that, let’s start by focusing on what a Virtual Assistant is—or better yet, an Intelligent Virtual Assistant.

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ConvergeOne Sets the Industry Standard With a Net Promoter Score of 80

Posted on March 10, 2022 by Mike Somers

ConvergeOne prides itself on providing exceptional experiences and creating value for our customers. We strive to form true partnerships, teaming with our customers to develop progressive solutions that connect people with purpose. One way of determining if we're succeeding in this effort is to calculate our Net Promoter Score (NPS).

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WATCH NOW: Salelytics Builds a Cloud Contact Center with C1CX

Posted on March 3, 2022 by ConvergeOne

Salelytics is a leading provider of inside sales and multichannel communication, with 30+ years of experience, 1,500 employees across 5 offices, and 70 Fortune 100 clients. Salelytics turned to ConvergeOne for support when it was first spun off from its parent company and had to completely start over in terms of its infrastructure, support, and expertise.

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Modernize Your Customer Experience with Self-Service

Posted on February 22, 2022 by Kathy Sobus

In my last blog post, I advocated for beginning your customer experience modernization journey by consulting with IT. My next piece of advice centers around what the end goal of your modernization efforts should be: allowing your customers more access to self-service—and I mean good self-service.

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The Time is Now: Modernize Your Customer Experience

Posted on February 1, 2022 by Kathy Sobus

Do you feel like you’re working on antiquated equipment? Are your customers demanding that you do something different to improve their experiences? If so, it’s time for your customer care organization to modernize—but what does that mean, exactly, and how can you best position yourself and your organization for success?

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Make it Personal with C1Conversations

Posted on January 27, 2022 by ConvergeOne

This article originally appeared in Security Magazine.

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