CCaaS Operating Models
A successful CX transformation involves more than just implementing new technology. One of the key factors of any CX project is...
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Omnichannel Contact Centers – 3 Benefits Your Business Can’t Afford to Ignore
In today's digital age, customers interact with brands through various channels including social media, live chat, phone, and...
Building & Optimizing the Communication Pillar of the Tech Stack – A Follow-up Q&A with Taylor Wilkerson
Taylor is a wizard of contact center technology because he has been on both sides of the contact center. First as an Agent on the...
What’s the Difference Between CCaaS and UCaaS?
If you work in tech, you’re no stranger to acronyms. Some are commonplace (it’s pronounced “gif”) some are redundant (SD-WAN...
Build vs. Buy – A Follow-up Q&A with Dominic Pasta
Dominic Pasta has a lot of knowledge when it comes to technology transformations. With experience at Groupon, Rocket Mortgage, and...
Platform or Point Solution: Which one is right for you?
When you have to make a change to your contact center, you’re faced with a lot of decisions. First off, you have to choose - do...
5 Differences in Building vs. Buying Contact Center Technology
There’s an overwhelming number of SaaS vendors, and that number is only growing. Even when you narrow it down to just contact...
Top 5 Customer Experience Tools All Credit Unions Should Have
Credit Union members are different. On average, they’re older than banking members, and they have higher levels of education and...
4 Tips to Making Smart Decisions When Buying Tech
Analysis paralysis is real. It’s what happens when you need to decide, but are faced with so many choices, so much data, and so...