The Most Important Contact Center Trends You Need to Know in 2020
2/26/2020 12:06:17 PM
To thrive in 2020 and beyond, contact centers must set their sights on strategic differentiation, not daily firefighting. No longer is it sufficient to react in-the-moment and call it good enough. The smartest (and most successful) contact center leaders realize they need to keep looking forward at all times to identify the important trends shaping the industry.
For our annual trends e-book, Serenova researched and spoke to industry analysts, customers and prospects to uncover the critical, emerging trends that deserve your attention. Understanding these issues will help you effectively prioritize resources, including time, budget and workforce, to ensure your contact centers operate at its full potential.
Setting Hourly Rates for Field Service Technicians
1/24/2020 2:51:18 PM
Many MSPs don't know how much hourly field service rates vary by metro area or work type. The result? Inaccurate wage rates that can impact budget, work quality, and/or company reputation.
In the guide, Setting Hourly Rates for Field Service Technicians, you'll learn how you can price on-site IT service work for any location or skillset faster and more competitively. It walks through:
• Examples of wage rates for different work types across the U.S.
• Why pricing accuracy for on-site IT service projects is critical for quality work.
• How Field Nation provides rate insights for more than 25 work types, anywhere in the U.S and Canada.
Trisys Delivers on Call Recording
9/10/2019 2:49:52 PM
Not all call recording solutions are created equal. As an SMB or enterprise fighting to maintain market share or expand its footprint, call recording is an investment in your future. From boosting sales and enhancing training, to protecting organizations from legal action, compliance violations and the like, the right call recording product introduces accelerated ROI.
In this white paper Trisys offers a snapshot into a number of case studies, delivering insight into what call accounting and recording can do for your SMB or enterprise.
Autonomous Response: Threat Report 2019
7/31/2019 12:01:26 PM
This report details seven case studies of attacks that were intercepted and neutralized by cyber defense AI, including insider threat, ransomware, and IoT attacks.
Cloud Threat Report 2019
7/31/2019 11:58:18 AM
This report summarizes 11 case studies of cloud-based attacks identified by cyber AI, including spear phishing, insider threat, and zero-day malware. The case studies demonstrate how weak indicators of malicious activity were only detectable using Darktrace AI, a cloud-native solution that detects and responds to advanced cyber-threats in hybrid and multi-cloud environments.
The Three Phases of a Successful Cloud Migrating
6/19/2019 4:59:35 PM
Read this white paper to consider three phases of successful cloud migration, what IT teams need to consider at each step, the business aspect of design decisions, best practices and how Hitachi Vantara Cloud Migration Services from can help.
Demystify Your Cloud Journey
6/19/2019 4:57:07 PM
The cloud journey today is well past the initial adoption phase. The question for most organizations is not ‘if cloud’ but ‘what’ and ‘when’; and ensuring that the strategy it embarks on achieves its business goals. This strategy is aiding organizations in transforming their operations and making them more digital and agile. Replacing your IT infrastructure with a cloud first approach, or even integrating both approaches, can be a daunting task.This white paper discusses the key factors to consider when migrating to the cloud.
Employee Experience and Customer Experience: Two Halves of the Whole Equation
6/19/2019 1:58:41 PM
This report highlights the advantages of bringing together customer and employee experience, including technology investments, process ownership and outcomes. Organizations that treat these areas as two halves of the same whole will reap the benefits.
Executives should read this report to understand the challenges that organizations face if they take a
siloed approach, as well as the benefits of creating a more seamless experience for people both inside
and outside of their organization. We also provide recommendations on how to get started.
HOW TO BUILD A MODERN DIGITAL CUSTOMER SERVICE STRATEGY: 10 Real-World Insights for B2C Leaders
6/19/2019 1:48:44 PM
Today, when customers need to interact with brands, they want to use the same tools they enjoy for personal communication. As customers rely less on voice communication and more on messaging, social applications, and other mobile apps, brands have quickly realized they need to meet customers on their terms if they expect to build strong brand loyalty. Because if brands aren’t using those tools, customers simply move on to those that are.
That’s why it’s so critical for brands to build new digital avenues to communicate with their customers. Companies that deliver rich, personalized, and consistent customer experiences across all channels, particularly digital ones, have the inside track to grow market share and revenue.
The challenge of building a superior customer care strategy begins by empowering agents with the tools and solutions required to solve customer issues quickly and effectively. To do so, they need technology that builds complete customer profiles and gives agents immediate access to the company experts who can solve problems quickly. The goal of any successful organization today is to go beyond voice and chat technology to deliver an “omni-digital” customer engagement strategy that helps them reach customers on all the digital communications channels they love today, as well as those they’ll use in the future.
The following guide will help you understand the most common challenges of building an effective digital customer engagement strategy, as well as tips to help overcome them.
What Small Businesses Really Want from their Unified Communications System
5/6/2019 12:02:15 PM
Small businesses are increasingly considering the deployment of a Unified Communications (UC) system as their business phone system.
Sangoma understands small-to-medium businesses. As the leader in the value-based communications market, Sangoma has the opportunity to assist many smaller businesses. Through the process of educating and supporting businesses as they navigate the purchase or replacement of their business phone system, Sangoma learns a lot about each individual business.
The small business customers that Sangoma works with generally fall into four broad categories, each choosing UC to satisfy one primary and overwhelming business need.
Businesses in each of the four categories has the potential to reap unique benefits from adopting UC to replace their business phone system and consolidate their business technology.
In this short guide, you will learn:
* What a Unified Communications (UC) system is and what it entails.
* The four broad categories small-to-medium businesses fall into when shopping for a new phone system.
* How UC uniquely satisfies the needs and exceeds the expectations of businesses in each of these four categories.