We call it the Digital Wake-Up Call. And many organizations are sleeping through it. But it’s time to answer! Everyone knows that the digital transformation in the contact center is inevitable, and the mission to get there is becoming more urgent. While you can more easily move to cloud and add sought-after functionality like artificial intelligence, […]
Future of the Contact Center – Digital Transformation Read More »
The COVID-19 crisis has made many organizations realize their contact centers were not fully prepared to handle customer communication needs. Especially with work from home requirements. But many of these changes were likely reactionary, spot fixes. What happens moving forward? When things go back to ‘somewhat normal’? When the next pandemic hits, whatever that might
Contact Center Preparedness: Operating in a Pandemic and Beyond Read More »
During these times, the Cloud has proven itself. So when should you really move your on-premise contact center platform to a cloud solution? Contact Center as a Service (CCaaS) is a growing industry. Tech analyst Gartner predicts that end-user spending on CCaaS licenses and services will grow from $2.9 billion in 2018 to $9.8 billion in
Migrating Your Contact Center to the Cloud: 5 Key Considerations Read More »
PTP is offering financial services firms a complimentary, objective customer communication Readiness Assessment as they seek to handle the influx of inquiries and applications from the new Paycheck Protection Program. WHAT IS THE PPP? The Paycheck Protection Program (PPP) is a loan program that originated from the Coronavirus Aid, Relief, and Economic Security (CARES) Act. The program emphasizes keeping
Helping Organizations Prepare to Support Customers for the Paycheck Protection Program Read More »
A photo of shopping baskets at a Sephora recently went viral. Grab a red basket and it means “I would like to be assisted“, and a black basket indicates “I would like to shop on my own“. Indicators of the new customer self-service reality.
Have you heard of the “CRM Danger Zone”? It’s a place you don’t want to be, but may end up in before you even know it.
Artificial Intelligence. It’s the hot, trendy topic that gets bantered around as being ‘the next big thing’ in CX. But how much is hype vs. reality?
Rise of the Machine: What’s the Right Balance of AI and Human Interaction in CX? Read More »
If you’re keeping up with the technology trends in the customer experience (CX) space, you’ll notice that Artificial Intelligence and Chatbots consistently being hyped up.
Chatbots: How to Create for the Best Customer Experience Read More »