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.
When: August 24th, 2017
IT, Insurance, and Legal experts provide information for business leaders and owners on how to prepare for the cybersecurity challenges of today and tomorrow. Experts in cybersecurity law, cyber security insurance and cybersecurity IT defense will provide executive overviews of current issues and future trends, and answer questions in a panel discussion.
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.
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.
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.
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.
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.
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.
Thu, Jul 20, 2017 10:00 AM - 11:00 AM EDT
It's amazing what business insights the right metrics can provide to you and your team. But it's not just about the numbers when it comes to getting the most ROI out of your contact center system. It takes the right combinations of data and enough flexibility to gain business intelligence from the activity within your contact center.
There are a lot of reasons that call center managers should keep working to find the right metrics from their call center data. Business insights, available from data that has historically been locked away in a phone system, are invaluable to a company that wants to use their contact center as a tool for achieving business objectives.
