📰Contact Center Technology Weekly Digest — Issue #43
In this issue: 3 hybrid work strategy tips CIOs and IT, Optimize customer wait experience in queue using Amazon Connect, Predictive Behavioral Routing, and more.
đź“ŚFeatured Content
Digital transformation: Five ways to help your business boost customer experience | ZDNet — www.zdnet.com
From product design to business intelligence and onto measuring market metrics, here’s what five digital leaders believe businesses should focus on if they want to deliver great tech-enabled customer experiences.
🎆News & Releases
Analysis: Zoom’s abandoned Five9 deal shows hurdles to expansion | Reuters — www.reuters.com
Zoom Video Communications Inc’s aborted $14.7 billion acquisition of call center software firm Five9 Inc has spotlighted issues that will weigh on the virtual meeting giant’s next attempt to expand through dealmaking, analysts and investment bankers said.
Vonage Contact Center Is Now Chrome Enterprise Recommended by Google
www.prnewswire.com
/PRNewswire/ — Vonage (Nasdaq: VG), a global leader in cloud communications helping businesses accelerate their digital transformation, announced that its…
đź“°Other Insights
3 hybrid work strategy tips CIOs and IT need now — searchcio.techtarget.com
CIOs and IT leaders have an important role in reopening offices and helping their companies move to a hybrid model. Here are three best practices to help.
Are you using CLI for advanced call handling? Is Caller ID supporting your process? — www.spearline.com
Use CLI to identify the best routing for the caller, matching the incoming phone number information to CRM (Customer Relationship Management) data.
🛠️Technical
Optimize customer wait experience in queue using Amazon Connect | Amazon Web Services — aws.amazon.com
Long wait times in contact center queues are a key driver for customer frustration. They also increase costs to companies. Typically, the workforce management (WFM) teams forecast and adjust staffing to minimize the time a customer waits in queue before they can speak to a contact center agent. However, resource management is an optimization between […]
📆Upcoming Events
RingCentral Connect 2021
ev.ringcentral.com
Explore what’s new in the world of business communications at RingCentral Connect. Together with industry experts, users, and partners, we’ll cover how RingCentral is helping businesses everywhere run and grow from a single platform.
đź“»Podcast & Video
Advice from a Call Center Geek! — Predictive Behavioral Routing- The Next Evolution in Contact Center Routing Technology — podcasts.google.com
In this episode, we look at call center routing technology from the first call center, through the invention of the first ACD and skills-based routing to the routing of the future…
đź’ĽJob Openings
Genesys Expert
Infosys Hyderabad, Telangana, India
Good job for making it this far, until next time — stay safe!
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