Cloud – one of those buzzwords you’ll hear frequently in technology. Cloud-based solutions, cloud adoption, cloud software – it’s all about cloud. Now, if you are reading this from the US perspective you’ve been talking cloud for what seems like forever. But, if you are reading this from the UK you might think, “what is all this cloud talk about?” Many European markets have become interested in moving their technology away from legacy, premise-based solutions to cloud-based software. The need exists to expand a cloud solution into the European marketplace, otherwise I wouldn’t be where I’m at today.
This article was originally published on MarTech Advisor, here.
By Mayur Anadkat
Imagine you’ve just purchased a brand new coffee maker and you can’t wait to start brewing a fresh pot. When trying to set it up, you realize a crucial part is missing from the box. You reach for your phone and tweet at the company right away because they should know your dissatisfaction.
President & Principal Analyst, McGee-Smith Analytics
It’s amazing how many jobs I had as a student that prepared me for life as a contact center analyst. One was international operator for AT&T. There was a lot of manual dialing, typically punching in up to 15 or 20 digits. It could be quite frustrating trying to find information for a customer, which often involved flipping through pages of manuals and little handwritten notes.
Let’s start from the beginning. The customer lifecycle is the journey each customer experiences through deploying a new solution to achieve a positive outcome for the business. A crucial part of this journey is getting started on the right foot. This includes preparation and taking all the proper steps to make sure the customer is satisfied throughout the journey. Successfully navigating through a customer lifecycle will develop a strong relationship that requires continual focus and attention. This relationship is derived from services which include; deployment, adoption, implementation, and continued support.
More companies are beginning to adopt remote work programs and offering their employees the option to work from home on a part-time or full-time basis. According to GlobalWorkplaceAnalytics.com, 50% of the U.S. workforce holds a job that is compatible with at least partial telework. Not many people would argue against the logistical benefits of working from home – for example, cutting out commute time and costs.
I’m thrilled to announce that Five9 recently expanded the company’s channel partner program. In light of this, I thought it might be helpful to provide more detail on the types of programs typically available and include examples of what we are doing here at Five9.
With 2016 beginning, it’s that time of year to reflect on how far we have come but also prepare for what lies ahead. Significant improvements lie ahead for the contact center industry including focus on the agent experience, shifts in corporate business roles, and the strength of remote service. Three key industry trends we see evolving from a Services’ standpoint in the coming year include:
As many of you will be traveling this holiday season, I’m sure you can relate to this. I’ve traveled internationally plenty of times, been in many airports, but this time, recently traversing the Toronto airport, it was different. As I was leaving GTACC, Canada’s premier event for the contact center industry, I was blown-away by my horrific experience in this airport. I find it ironic that I just came from GTACC speaking about how customer experience is so critical to business, and then end up with the exact opposite. So here’s what happened…