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Every organization should understand the benefits of IoT in customer service, from improving CX and increasing efficiency.

In essence a CCaaS solution enables organizations to handle all customer interactions through a single, cloud-based platform. Typically, it supports communication through a range of channels such as voice, chat, SMS, email, social media, and other media, such as video.

Mother's Day has the potential to either make or break your reputation with individual customers. If you get customer service right, you will earn people's trust for the long term. However, Mother's Day isn't simple for retailers to get right.

How do you meet all the needs of a multigenerational contact center workforce and benefit from all of their skills and experiences?

A good web UI will be tailored to the needs of the contact center user whether it’s an agent, a supervisor or senior manager.

As with any economic downturn, the current situation will have positive and negative impacts on how organizations manage and deliver customer service. Taking a step back and looking at overall operations – and how technology supports them – is vital for making the right decisions moving forward.

Customer expectations around the contact center experience are rising continually. Organizations know they need to act - but where to start?

Want to improve your customer experience? The best examples are right in front of you. No matter your size or industry, here are four CX lessons that every organization can learn from big companies:

Companies are increasingly embracing Microsoft Teams. So, what are the best options to integrate call recording with MS Teams?

All the signs are that 2023 will be a tough year for the world in general, with recessions adding to current geopolitical turmoil and an energy crisis. Customers are already worried by rising prices and how they can make ends meet. Unfortunately, this looks likely to get worse over the next 12 months.