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Max Ball

Max is the Senior Product Marketing Manager for 8x8 Virtual Contact Center. Read More>

Articles by: Max Ball

Top Contact Center Trends to Watch in 2016

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It’s January so I decided to dust off my crystal ball as I do every year around this time and take a look to see what’s in store for 2016. Once I got through all the obvious things like how many more billions Star Wars will make, who’s going to win the Super Bowl, and those two stocks that are reall [...]

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Death of Omni-Channel—Don’t Forget Voice

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Part 3—Blog Series By now, you have undoubtedly noted that I am passionate about properly serving customers via the channel of their choice. (Check out my first and second blog in this series.) And that there is significance and true business value in seeing a full customer journey end wel [...]

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Death of Omni-Channel

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Part 2–Blog Series In my last blog, I explored the challenges of omni-channel and how it creates such a complex, convoluted picture of customer interactions—so much so that it distracts us from really looking at customer conversations and finding ways to make them better. The cross-channel journey [...]

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Is Your Contact Center Solution Engineered to Go Global? Why it Matters

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There are way too many things out there that are a lot harder than they look—like backflips,  juggling, and providing exceptional global customer service. Especially if you’re already providing good service from one location, it’s easy to think, “Well, we’ll just have to do the same thing, but [...]

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3 Tips to Keep Customer Journeys from Going Off the Rails

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When it comes to customer journeys, is your company inadvertently driving your customers to desperate measures, like going to GetHuman.com? Maybe. The way customers experience products and services is changing, and companies that fail to provide the right customer service paths will eventually chase [...]

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ICMI: Customer Service is Tough and Getting Tougher

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If you think it’s getting harder to impress customers with your customer service efforts, you’re not imagining it. It really is getting harder. That’s the conclusion of this infographic by the International Customer Management Institute (ICMI), which shows that 73% of contact center leaders say [...]

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