Customer Journey and the Contact Center

Customer Journey Analytics – Importance to the Contact Center

Right now there is a lot of buzz around “customer journey analytics” – and you may be thinking “Is this really important to the contact center or is customer journey analytics just the latest marketing fad?” We at BroadSoft have been championing customer journey analytics for years and think this is definitely something you’ll be Read More

Customer Journey Analytics Stages

Customer Journey Analytics for the Contact Center

Your contact center systems can supply you with a lot of data. No doubt you’ve used that data to make your operation more operationally efficient, and that’s a smart move. But that data has far more value than just operational, it can be used to understand the customer journey through customer journey analytics. Understanding your Read More

omni-channel strategy: how to implement

How to Implement an Omni-Channel Strategy

This is the fourth in a series on omni-channel contact center communications in the cloud.  This post will focus on how to implement an omni-channel strategy. Have you been worried that an omni-channel strategy had to be implemented in one massive project? It turns out that isn’t the case. You don’t have to do the Read More

How to Migrate to a Cloud Call Center

How to Migrate to a Cloud Call Center

This is the fourth of a series on migrating your call center to the cloud. Once you’ve decided there are definite benefits in moving to a cloud call center, it’s a good idea to plan out the process of migration. In this article we’ll explore best practices to migrate your contact center to a cloud contact center. Read More

When to Move Call Center to the cloud

When to Migrate Your Contact Center to the Cloud

This is the third of a series on migrating your call center to the cloud. While the many benefits of a cloud-based call center may be tantalizing, it isn’t uncommon for call centers to put off migration to a virtual solution until some issue forces their hand. While these situations may seem unfortunate at first, Read More

Why Move to Cloud-based Call Centers

Top 10 Reasons Why to Migrate Your Contact Center to the Cloud

This is the second of a series on migrating your call center to the cloud. Are you experiencing the pain that comes with growth, the expense and hassle of maintaining an on-premise call center, or business performance issues? You may be at the point where you’re thinking of migrating your call center to the cloud. Read More

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