Last year could be seen as the breakthrough moment when cloud-based vendors began their takeover of the contact center infrastructure market. While most contact center infrastructure is still installed on-premises—market replacements generally occur every six to 10 years—cloud-based contact center infrastructure is where market momentum is happening.
Employee engagement is more than just a buzzword. Successful customer service organizations create a culture that encourages it. Engaged employees are more enthusiastic about their contribution to the business and, ultimately, increase the level and consistency of service provided to their clients.