Articles in: Contact Center

Will Bots Replace Humans in the Contact Centre?

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If you believe the hype, contact centre and customer service employees may soon be out of work. According to the BBC in the UK, occupations in the contact centre industry are among those…

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8x8 Podcast: Talking Customer Experience & Contact Center Trends with Nancy Jamison, Frost & Sullivan

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Subscribe to the 8x8 Podcast on iTunes. Recently, I chatted with Nancy Jamison, Principal Analyst at Frost & Sullivan about customer experience and contact center trends. We discussed the move to cloud, millennials…

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No Coffee Required: Quality Management System Boosts Performance, Sales

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I had the opportunity to attend the IoD Convention in London this year. Brexit was a hot topic. My favorite comment about Brexit was from Yanis Varoufakis, the former Treasury Secretary of Greece,…

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What it Takes to Go Global with Your Contact Center

Global Contact Centers

Bryan Martin recently published a blog talking about the real world challenges of going global in the enterprise communications space and talked about some of the things we are doing at 8x8 to…

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It’s All About the Agent

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I’m at Call Center Week in Las Vegas this week and it got me reminiscing about my experiences last year.  No, not the local shows I saw or the side trips to different…

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ECaaS: The Next Evolution in Cloud Communications

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For years, legacy, on-premises equipment has struggled to keep pace in the new era of business communications and collaboration. Over the past few years, we’ve witnessed several dynamic forces at play: IT increasingly…

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Revealed!  Top Customer Pain Points for Video Conferencing & Call Center

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Last week, while we were at the Enterprise Connect show in Orlando, we surveyed almost 200 attendees to uncover what they find most frustrating about video conferencing and call center experiences. Announced today…

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Keeping It Simple in the Contact Center

Keeping it simple in the contact center

I’ve spent most of my career selling complex technologies to very large enterprises to solve big, meaty problems. I can wax philosophical on Customer Effort Scores, the challenges of getting data out of…

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The Business Communications Revolution

The business communications revolution

Cloud-based, mobile-first, cost efficient  The Unified Communications as a Service (UCaaS) market is headed for big growth as more companies’ transition to the cloud and the revolution in business communications builds steam. In…

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8x8 Set to Take Center Stage at Enterprise Connect 2016

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8x8 is getting ready to take center stage as a Diamond Sponsor next month at Enterprise Connect, the premier event for enterprise communications and collaboration technology in North America, March 7-10 at the…

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