Vik Verma presenting at Enterprise Connect 2018 This article was originally published on Linkedin on March 12. Chat, email, phone, slack, text, tweet. The communications preferences of individuals are as diverse as the tools themselves. And while I run a business dedicated to helping organizations and people communicate more efficiently, I am also a user. Which means […]
What if every one of your employees had the power to solve every customer problem or business issue immediately? To integrate the communication channels and silos between sales, help desks, your customers and your experts, to get your people working together efficiently– so you can resolve problems at the speed of your customers' expectations. That's what we can do for you. We are 8x8. And ...
With March rapidly approaching, the team here at 8x8 is excited to head to the Gaylord Palms Resort, Orlando, Florida for our annual trek to Enterprise Connect, the premier event for enterprise communications and collaboration technology in North America. This year, we are all about you! We’ve spent the last year building and perfecting cloud communications, collaboration […]
“Sure, I can help.” Do customers hear this when they reach your contact center? If not, it’s through no lack of effort on your side. You’ve trained your agents and given them the tools they need to answer customers’ questions and resolve issues. Every time agents get a new contact, their desktop displays customer-relevant information. […]
Quality is based on customer perception, which makes me think about my experiences using Lyft versus Uber. Lyft provides me with everything I need when looking for a ridesharing service: an easy to use app, credit card data security, the feeling of being safe with the drivers who passed through a strict background check, great […]
At the start of every new year, people make resolutions, such as “lose weight”, “get healthier” or “be more productive,” but then have difficulty sticking to them after the initial enthusiasm wears off. The secret I found to turning personal and business resolutions into reality is having clarity of purpose, a plan and the persistence […]
Business Metrics Transparency for Better Customer Experience This is the second in a three-part series on developing an effective customer experience strategy. Once an organization has improved the contact center knowledge and capabilities of its agents to improve customer experience, the next step is to work on Transparency of Business and Technical Metrics. As processes […]
Customers are clear. They demand instant access to customer support, and fast time-to-resolution for their issues no matter the time of day or location. Business communications are mission critical for delivering a competitive, differentiated customer experience, and so companies require instant access to customer support, and fast time-to-resolution when communications issues arise no matter the ...
Let’s run through an all-too-familiar scenario. Your boss forwards you an invite to join an online meeting with a major sales prospect that begins at 10 am sharp. You want to create a good impression so you click on the meeting link provided and try to join a few minutes early. This initiates a software […]
With the holidays upon us, retailers are running at full speed to ramp up service levels while also keeping an eye out for 2018 and beyond. As we go into the new year, retail IT leaders should be taking a closer look at the vendors and services they employ in hopes of gaining greater productivity […]
This is the first in a three-part series on developing an effective customer experience strategy. I once worked as a customer service representative (“CSR” or “Agent”). The on-boarding process included an aptitude test, interviews and a multi-week training course that covered company policies, business process and handling customer communications. CSRs were expected to handle telephone […]
Most companies have implemented some sort of training or coaching program within their corporate structure and contact center. However, simply training your contact center personnel is not enough. In this final part of my three-part series about improving quality management in the contact center, here is a framework that can help improve your contact center […]
While the recent news cycle has been dominated by articles concerning Russian government hackers using Russian security software to steal classified US information, one of the biggest security and compliance stories is flying under the radar, especially here in the US. The big story businesses worldwide should be focusing on is the impending European Union […]
With Cyber Monday around the corner, a growing number of consumers are opting to stay out of the stores after Thanksgiving in the U.S. and do their holiday shopping from the comfort of the couch. It’s not just Amazon fulfilling people’s remote wish lists anymore either; more and more companies are extending their presence with […]
This is the introduction to a three-part series on developing a customer experience strategy. As customer loyalty is tested with ever-growing options, the need to understand and manage the customer journey becomes an increasingly crucial factor of competitive differentiation. All companies regardless of size should be thinking about this, but more than the theory, the […]
We’ve all experienced the pain first hand. All you need is a quick answer by an informed, competent customer service agent and instead, you get lengthy, unhelpful self-service menus, long wait times and apathetic agents without answers. If you took the time to dig into legacy contact center technology (yeah right, who does this?), you’d […]
Have you ever been on a phone call where someone says “Let me call you back from my other device?” or taken a conference call from the car only to wish there was an easy way to switch from your smartphone to a different device once arriving in the office? What if there was a […]
At 8x8, we aim to stay nimble, responsive and innovative as the company revolutionizes the business communications industry by unifying cloud telephony, messaging, meetings and contact center solutions along with big data and speech analytics on a single cloud platform. Our goal is to deliver companies the most advanced truly unified communications solutions available so […]
Yesterday we launched 8x8 Virtual Office® Editions, a new suite of products that revolutionize the business communications industry by unifying cloud communications, collaboration, online meetings, and contact center solutions with a best-in-breed data analytics platform. Representing a combination of technologies from years of continuous innovation from 8x8, this launch signifies the new age of T...