At this point, most call centers or hotline centers have realized the potential of cloud computing, management and tools. Many have even deployed cloud software or platforms for their employees. In fact, cloud technology has transformed many businesses and enterprises in recent years, but not as quickly as you might expect. All that is about to change, as market experts believe cloud computing and software is entering a second wave. As 2017 progresses, so will the cloud market, accelerating faster than it ever has in the past. This will be spurred by enterprises and brands who want to boost efficiency and productivity, at least according to Forrester Research. But

In this day and age, it’s easy to think that every business has a contact center. Yet, not only do many businesses not have one, but among those that do, there’s a growing desire to modernize their systems to keep up with changing customer expectations. These are two very different scenarios, but both often face a common obstacle in the way management thinks about the contact center. While there certainly are contact centers performing at world-class levels, a lot of things have to go right for that to happen, including management buy-in for making the entire business customer-centric. In this post, I’m going to address each of these two scenarios, both

Peace Over Violence has held Denim Day campaign events for the past 18 years to protest violence against women. The project was created as a response to a ruling by the Italian Supreme Court, which wrongly overturned a rape conviction. The presiding justices believed that since the victim was wearing tight jeans the perpetrator could not have removed the woman’s jeans without her help, implying her consent. This year The GUESS Foundation + Peace Over Violence is partnering with Downtown Santa Monica on Wednesday, April 26, 2017, in honor of Sexual Assault Awareness Month (SAAM). Similar events began earlier

At the 2016 World Economic Forum, Marc Benioff, Chairman and CEO of Salesforce, was asked a question about how quickly organizations need to move toward digital transformation. His answer was: "Speed is the new currency of business…you just cannot go fast enough; if you are not going fast enough, someone else is. Smartphones are making everything go faster, and communications is happening faster and faster." So, what does this mean for CIOs of mid-market and enterprise organizations? No Jitter revealed some important new insights in their webinar: “Collaborative Communications: Setting the Foundation for Digital Transformation.” UCC / WCC expert Zeus Kerravala of ZK Research and Jason Kasch, CIO of Structural Group, discuss how

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