Supplier Spotlight: Verint

02/27/2020 9:35 PM By cfridrich - 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 cfridrich - 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 cfridrich - 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 cfridrich - 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 cfridrich - 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 cfridrich - 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.

What to look for...

04/12/2019 2:08 PM By cfridrich - 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 ...

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