AI+CX=$$$

07/15/2024 1:36 PM By Chuck F - Comment(s)
CX is likely the simplest way get started and reap the benefits of AI. Contact Center solutions have had AI in one form or another for some time now - Now, Generative AI brings a whole new perspective and world of possibilities.

Working with Consultants

07/11/2024 9:25 AM By Chuck F - Comment(s)
A consultant is your partner, not an adversary. They can be the best good luck charm for your contact center and business.

CX vs. CS

11/09/2023 12:25 PM By Chuck F - Comment(s)
Customer experience (CX) and customer service (CS) are often used interchangeably, but there is a key difference between the two.

AI+CC=CX

10/27/2023 10:58 AM By Chuck F - Comment(s)
For better or worse, these 'features" are now expectations of your customers. TechTarget, experts share their insights on how AI can be used to improve CX and customer service in a variety of ways. Learn how Cloud 9 experts can help.

next level of CX

10/20/2023 9:32 AM By Chuck F - Comment(s)
Today, “a bad social media review is mightier than the sword.” The contact center is on the front lines of whether your company’s brand is nurtured or damaged by a customer experience (CX).

Call Center Tech: AI

07/24/2023 10:22 AM By Chuck F - Comment(s)
AI plays an important role in the call center It helps to reshape the way with think about helping customers. The impact of AI on customer experience is significant. As AI develops, we can expect to see even more innovative ways to use AI to improve business.

Engagement Dilemma

04/08/2021 11:59 AM By Chuck F - Comment(s)
Has a gap formed between resources to meet customer demand and the exploding volume of customer interactions and communication channels?

Silos Hinder Engagement

02/08/2021 2:29 PM By Chuck F - Comment(s)
Data and departmental silos are a common problem for many companies. Silos lead to missed revenue opportunities and slow response times. Learn how to avoid silos in your organization by implementing enterprise-wide solutions that give everyone access to more data and across all departments.

Supplier Spotlight: Verint

02/27/2020 9:35 PM By Chuck F - Comment(s)
In the evolving Experience Economy, 2020 is shaping up to become the year to apply predictive technologies to the customer journey. Organizations must continuously re-calculate the next-best action for each customer, at each moment.

Supplier Spotlight: Sharpen

02/27/2020 6:12 PM By Chuck F - Comment(s)
With the right call center tools in your hands, grow to be the customer service team other teams envy. In our ever-changing, tech-savvy world, learning how to deploy a call center system with your agents in mind makes a world of difference. Sharpen has many great tools available to make that happen.

Supplier Spotlight: NICE InContact

02/26/2020 10:07 AM By Chuck F - Comment(s)
NICE InContact and it's CXone platform is the cloud contact center leader and there's a good reason for it. Contact Cloud 9 Advisers to find out why and see if CXone is right for your call center needs.

Supplier Spotlight: Genesys

02/24/2020 12:01 PM By Chuck F - Comment(s)
Business leaders understand that having happy and loyal advocates is the result of a thriving CX practice. Looking from the outside-in, how do you cultivate an employee experience that creates happy, productive and loyal team members? That’s the $11 billion question.

Supplier Spotlight: Five9

02/24/2020 9:34 AM By Chuck F - Comment(s)
Five9's omnichannel is a seamless flow across all customer touchpoints. The transition is smooth and natural - from social, to chat, to phone - just like a conversation between long-time friends.

Supplier Spotlight: Talkdesk

01/24/2020 3:20 PM By Chuck F - Comment(s)
With 2019 over, it is now time to check the rear-view mirror, reflect on the evolving realities throughout the past year, and to look further up the road as new trends set the pace of a decade ahead for contact centers and customer service strategy.

AI in the Contact Center

05/31/2019 2:34 PM By Chuck F - Comment(s)

By Zeus Kerravala, CIO | MARCH 05, 2019 11:00

Many businesses are turning to artificial intelligence (AI) to improve customer experience. CIOs should be careful with the emerging technology, however, and use it as an assistive tool first to reduce risk.


A few years ago, Walker and ...

What to look for...

04/12/2019 2:08 PM By Chuck F - Comment(s)

You’ve probably heard all the fancy acronyms – IVR, ACD, WFO, WFM, QM, CX – and more. And here is another acronym to throw at you: CCaaS, which stands for Contact Center as a Service. It’s another fancy term for Cloud or Hosted Contact Center. But the important question here is how do you know what ...

Benefits of CCaaS for any business

01/14/2019 11:04 AM By Chuck F - Comment(s)

First off, CCaaS stands for Contact Center as a Service. As you may know “_____ as a Service” generally refers to a cloud-based or hosted type of solution. One where the core components and heavy lifting are done by the service provider in their datacenters/cloud. And where you and users get the ben...

Do I Really Need a Contact Center Solution?

08/24/2018 6:02 PM By Chuck F - Comment(s)
What image pops into your head when you hear “Call Center”… perhaps a large room packed with happy twenty-somethings donning headsets smashed together shoulder-to-shoulder in tiny cubicles?

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