PureCloud

Staying Safe — and Sane — in a Work-From-Home World

The orders to stay in and work from home, if you can, got me thinking: Working remotely is an accepted norm at Genesys. We’re a...

5 Contact Center Laws Debunked

Contact centers run on both spoken and unspoken rules. While perusing Ted Talks, I came across a fascinating session about the...

Build the Omnichannel Contact Center of Your Dreams

In the contact center business, you might dream of the perfect platform — one that’s designed from the ground-up to deliver...

Migrate Your Contact Center to the Cloud — Piece by Piece

The benefits of a cloud-based architecture over an on-premises one are easy to prove. Multiple companies in a range of...

Keep People at the Heart of Your Omnichannel Customer Experience

The modern contact center is becoming more diverse and complex as automation and artificial intelligence (AI) manage the low...

AI Ethics: The Conduit for Safer AI

You might be familiar with the phrase, “Data is the new oil.” You might even be familiar with the updated slogan, “If data...

4 Reasons to Move to an Integrated WEM Suite

Many companies find they need to resort to disparate systems from multiple vendors to achieve a holistic approach for workforce...

From On-Premises to Cloud: The Evolution of Contact Centers

The move to a cloud contact center starts with foundational decisions on what matters most. Putting your customers first and...

Lessons in the Magic of Personalization and Gamification

My wife and I just celebrated our 28th honeymoon. Continuing with our Dave Ramsey plan, we saved up for a four-day vacation to...

Raising the Bar for Contact Center Agents

Over the next few years, the recording of all interactions between agents and customers, the full transcription of those...

5 Ways to Get to the Actual Voice of the Customer

Businesses rely on post-call surveys that measure KPIs, such as Net Promoter Score (NPS), earnings per share and customer...

3 Things to Know on Your Road to AI

I’m a big believer in improving key business outcomes using an artificial intelligence (AI) solution approach — the benefits...

The Path to a True Omnichannel Customer Experience

When evaluating a so-called “omnichannel customer experience platform” and trying to understand how it’ll fit into your...

Three Critical Points in Evaluating Omnichannel Cloud Contact Center Solutions

Customer needs are complex. But aging on-premises call centers systems limit many contact centers. Most customer experience and...

International Women’s Day: Interview with Lucy Norris

International Woman’s Day is all about honoring our progress and acknowledging the work ahead. But in between, it’s important...