Browsing: Communication & Collaboration

Most organizations agree that customer experience improves when the workforce is supported, well-equipped, and confident in their roles. But what…

User-generated content (UGC) can be useful in gaining customer trust. However, it can be one of the most unpredictable forms…

When a BPO partnership fails, it rarely comes down to the hourly rate. It fails because quality erodes, compliance issues…

Introduction Consumers can now shop and get real-time support through chat and messaging, which is what we call conversational commerce.…

Introduction As customer experience (CX) continues to define brand success, organizations increasingly recognize that exceptional CX starts from within. Voice…

Previously this year, GoTo announced over 100 new features and enhancements for its GoTo Connect offering, which is aimed at…

Introduction Communications Platform as a Service (CPaaS) solutions are generally associated with sending messages or making calls. However, they also…

Introduction As workplaces increasingly adopt hybrid and flexible models, the traditional office environment is evolving quickly. Employees and visitors now…

AI is everywhere, but success stories are still surprisingly rare.Across boardrooms, leaders agree that AI holds massive promise for improving…

Introduction Digital Experience Monitoring (DEM) is a powerful way to understand how digital workplace tools impact agent productivity and satisfaction.…