Articles in: Contact Center

8x8 ContactNow – A New Intelligent & Easy to Use Contact Center Solution for Teams

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8x8 ContactNow has been developed with the mindset that we want to give customers not only flexible capabilities and functionality but also the power to make instant changes at their fingertips in real time.

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How Well Do You Know Your Customers—Really?

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Most companies touch customers at multiple points along their journeys—starting with marketing and sales, moving through customer service and support, and on to retention and renewals. All these touch points engage customers—but are…

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Experience 8x8 Cloud Communications at Enterprise Connect 2017

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8x8 is getting ready for next month’s Enterprise Connect, the premier event for enterprise communications and collaboration technology in North America, March 27-30 at the Gaylord Palms Convention Center in Orlando. This will…

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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

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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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