Many contact centers are being forced to cut costs while customer experience (CX) leaders must ensure they maintain and even elevate the quality of customer experiences they’re delivering. The imperative for great CX has not changed. Customers still expect a modern, seamless, omnichannel experience with fast, first contact resolution (FCR), and businesses can’t afford to
Millennials comprise the majority of the workforce, with GenZers right on their heels—both digitally native, both prefer digital communications for work as well as their personal lives. This generational shift calls for businesses to accelerate their digital transformation plans and navigate customers away from calling and towards digital channels. But it’s not enough to simply
Delivering a great customer experience takes a village. In the age of hybrid and remote work, businesses must bring their applications together to bring their people together. By tightly integrating the contact center and business communications, organizations can break down barriers between employees and foster a customer-centric culture. When departments, teams, and employees can easily
Artificial intelligence (AI) technology is fundamentally shaping how contact centers operate, significantly improving customer experience while delivering cost savings and efficiencies. As evidence of its value grows, AI is increasingly considered a necessity to compete effectively by delivering faster, more accurate customer service. CX professionals understand the importance of AI, yet organizations still struggle to
To extend and expand upon Quest’s prior State of Data Governance and Empowerment research and companion report, ESG conducted a research study of 220 business and IT professionals responsible for and/or familiar with data governance and empowerment strategies, investments, and operations at their organizations. All the organizations represented in the research have 1,000+ employees and
Investing in sustainability can help manufacturers protect themselves from pricing volatility and become more resilient and competitive. Is it time for manufacturers to see net zero as an opportunity, instead of a cost? Manufacturers are at a tipping point. From raw materials and labour, to fuel, shipping, energy and more – costs are increasing across
The rise of rate-for-risk: entering a new era The last days of the flat rate The widespread practice of a dealership charging every car-finance customer the same rate of interest is dying out. It may be simple, but it’s becoming risky and uncompetitive in today’s fast-changing marketplace. The move to rate-for-risk With rate-for-risk financing, the
Embedding a cooperative philosophy within the development process with our new whitepaper.
Investing in sustainability can help manufacturers to protect themselves from pricing volatility and become more resilient and competitive. Is it time for them to see net zero as an opportunity instead of a cost? With energy prices soaring amid uncertainty about natural gas supplies, Europe faces some tough choices. One way to try to keep
Build a cloud and SaaS future and empower teams to fast-track development Meeting customer demand is a significant challenge for software businesses. End customers want new ways to increase predictability and control and minimize cost and risk. Expectations for more convenient, subscription-based software are growing at speed. Looking towards a cloud and SaaS future is