3 CX Mistakes You’ll Never Make Again
2/26/2020 12:08:11 PM
According to a study by customer experience consulting firm Walker, customer experience (CX) has become the brand differentiator over product and price! In fact, Forrester found that a company’s revenue could increase significantly when its CX index score rises. In other words, customer experience (CX) is quickly becoming the ultimate differentiator. Handle it well and your business stands to gain. Fail to manage it just right and you can severely hurt your reputation and bottom line.
So how can you capitalize on the customer experience opportunity rather than see it contribute to your downfall? Read this article to find out. We explain three common contact center mistakes that undermine the customer experience – and how to avoid them.
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.
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.
AWS Cloud Adoption, Visibility & Management
2/4/2019 11:37:46 AM
Trying to contain cloud costs? You are not alone. This report summarizes the survey responses of 310 technical and executive-level peers who attended the recent AWS user conference.
Key findings include:
• Multi-cloud is real, and more common than hybrid-cloud. (AWS + Azure is most common).
• Biggest cloud challenge: Cost management.
• Users have at least 2 tools to try to gain cloud visibility.
• A big gap exists in using AWS VPC Flow Logs for cloud visibility.