Imagine, you buy a car and you buy a three-year care plan so all your servicing and repairs are covered. After three years you opt for an extended care plan for another two years it's a bit more expensive, but the car is doing just what you need and you don't want to change.
A new study into the impact of a data breach makes explosive reading especially when you discover the true cost of losing customer trust. However, with the right solutions, organisations can diffuse the problem safely.
When a vendor announces the end of support for a contact center system or application you may feel the pressure to upgrade. But, going with the flow and upgrading brings its own set of risks. Here are some things to think about…
The nirvana of Omnihannel CX may seem a million miles away, especially if you lack many of the new channels that people expect today. Perhaps your current contact center infrastructure feels dated and you’re worried how you’re going to achieve that differentiation over your competitors.
Almost every business has legacy technology. It makes perfect sense to extending its life. But it can also be a burden managing legacy systems that requires specialist knowledge. That knowledge may not be available from your original vendor nor from your organization.
Ever thought third party contact center support was a bluff? After all, surely the vendor knows their product best and is therefore in the best place to support it – aren’t they? Well, think again, there’s more to this than meets the eye.