Nationwide Insurance just agreed to pay $5.5 million as part of a settlement following a major data breach. UCLA recently warned 30,000 current and former students that their personal data may have been compromised. HBO is investigating a breach in which hackers accessed unreleased episodes of upcoming shows.
Are You Struggling to Manage Regulatory Compliance?
Artificial Intelligence, Collaboration and the Customer Experience
Right product, right place, right time, right price – that’s the new customer expectation. Issues must be resolved without delay on the channel of the customer’s choosing. The problem facing businesses is that every customer has different preferences.
Without Analytics, the Contact Center Is Flying Blind
In a previous post, we talked about how a multichannel contact center – one that enables customers to seamlessly communicate with organizations through phone, email, chat, text and other channels – is becoming a business necessity. Customers are demanding this flexibility and convenience, and organizations can use solutions such as ShoreTel Connect Contact Center to resolve issues quickly, improve agent productivity, and boost overall contact center performance.
Multichannel Contact Centers: Better for You, Better for Customers
A recent study by research firm Ovum found that 86 percent of consumers use at least five channels for customer support. Although 68 percent believe a phone call is most likely to resolve their issues, 78 percent would opt for a different channel if they knew it would lead to resolution on the first try.
Wi-Fi’s Next Wave
Latest wireless networking standard delivers speed necessary to support more devices and applications.
Since its introduction in 2013, the 802.11ac Wi-Fi standard has had a dramatic impact on wireless networks, delivering marked improvements in speed, availability and reliability.
Email Evolution
More and more organizations are moving their messaging platforms to the cloud.
Despite the rise of instant messaging, video conferencing and other online collaboration tools, email remains an essential form of communication among business users. According to the “2017 Workplace Productivity and Communications Technology Report” from Webtorials, employees spend 80 minutes per day reading and replying to emails, and ranked email as the most efficient form of communication.
Prepare for GDPR
Deadline nearing for tough, new data protection standard with a global impact.
The European Union’s General Data Protection Regulation (GDPR) goes into effect in less than a year, and data security experts say it could be the strictest data privacy law ever enacted.
The Cloud Doesn’t Eliminate the Need for Effective IT Management
There’s no question that the cloud has forever changed the IT environment. According to the State of the CIO 2017, a new report from research firm IDG, the increasing adoption of cloud services has made IT departments more efficient, reducing the amount of time spent on traditional IT tasks.
How Managed Services Help Solve the Branch IT Conundrum
Companies open branch locations for a number of reasons — to expand into new markets, broaden the pool of available talent and develop deeper relationships with customers, just to name a few. In fact, data from the Census Bureau’s Business Dynamics Statistics program shows that the number of branch offices has increased steadily while new business startups have declined.
High-Performance Wi-Fi and the Cabling Conundrum
The demands on the Wi-Fi network have never been greater. Users are constantly downloading data, accessing applications, and using voice and video conferencing on their mobile devices. If the wireless LAN isn’t up to the job, the user experience suffers.
