March 02, 2018
Webinar - Wednesday Webinar to Tackle CX, UC Benefits
By Paula Bernier, Executive Editor, TMC
The numbers are in. Organizations that integrate business and contact center communications see three times better agent productivity. And they improve customer satisfaction by 3.2 times.
That’s according to research from Aberdeen (News - Alert), which will discuss that data during an upcoming webinar. That online event will take place Wednesday, March 7 at 2 p.m. Eastern. The event is called “Dialing Up Your CX Metrics: How Unified Communications (News - Alert) Improves Your Contact Center.”
Aberdeen analyst Omer Minkara and 8x8 contact center product marketing senior manager Kay Phelps will present.
Phelps is a 20-year veteran of the contact center space. She has experience in systems engineering, product management, and product marketing.
Minkara is vice president and principal analyst for contact center and customer experience management. He has published many research papers used by senior-level customer are, marketing, sales, and service executives. And he was previously with PricewaterhouseCoopers in Europe.
Aberdeen is just one of the research firms with which 8x8 (News - Alert) is involved.
The company also recently partnered with Strategic Contact to survey contact center leaders, executives, and others. Strategic Contact found that top contact center challenges include agent attrition and poor cross-departmental collaboration. But that same research noted that as contact centers enable agents to work from home, the need to hire additional staff has declined.
And Gartner (News - Alert) last year again named 8x8 a Leader in the Gartner Magic Quadrant for Unified Communications as a Service, Worldwide. That was the company’s sixth consecutive year in the Leader’s quadrant in this category.
The 8x8 Communications Cloud brings together many technologies and capabilities. That includes unified communications via 8x8 Virtual Office. It features collaboration through 8x8 Virtual Office Meetings. The company’s recently acquired Sameroom technology is included. So are 8x8 Virtual Contact Center and 8x8 ContactNow. Plus it features real-time analytics and integration across applications, clouds, and devices.
Edited by Maurice Nagle