Getting off the grid: COVID is pushing business leaders to change their perspective on contact centers
Twilio welcomes Simonetta Turek as the new General Manager of Twilio Flex. Born from APIs, Twilio Flex is a contact center platform companies trust to execute their differentiated customer experiences for competitive advantage. Simonetta joins us from AWS and a long career in enterprise software and communications, with a passion for and extensive knowledge of the customer engagement space. Welcome aboard, Simonetta!
I like to get off the grid. Finding some head space away from the notifications, emails, and cell service is just as important to my productivity as actually crossing off items on my to-do list. It makes me think differently, look at problems and solutions from new angles, and ultimately, be better at what I do.
I’ve spent several years working in the contact center space and the past nine months working remotely. In that time away from the office, I’ve noticed that alongside the new necessity of …
Building a reliable work-from-home environment: How the cloud, and SIP connectivity, ensures continuity in a COVID-19 world
Cut to the chase: watch the on-demand webinar all about SIP connectivity for remote work and business continuity.
COVID-19 has pushed many businesses to adopt a work-from-home model. For many, that has meant adopting cloud-based services, making customer-to-company interactions through voice, email, social media, and the web accessible from virtually anywhere.
As the world continues to weather the challenges of the pandemic, it’s becoming clear that the changes organizations make now have the potential to outlast the virus itself. For some organizations, the abrupt social experiment that was remote work is giving way to a long-term reality of a fully- or partially- remote workforce, even as restrictions ease and workers are able to return to offices.
For those in need of voice and phone call capabilities for their remote contact center, Session Initiation Protocol (SIP), which transmits audio over the internet, is one choice. SIP enables voice over internet …
Three factors shaping the future of enterprise contact centers
In today’s market, there are more channels than ever on which brands and companies can engage with their customers. At the same time, customers expect a seamless experience from one channel to the next and want to engage with their chosen brands and companies on the channels they want, when they want to.
Not ready to rip-and-replace? No problem. Read about powerful ways to augment your contact center.
That means the contact center of old, with locked-in phone trees, long wait times, and unclear menu options—among a lot of other disadvantages—just don’t cut it anymore. Building strong relationships relies on clear, consistent, trusted communications before, during, and after a purchase, and that means the contact center is the lifeblood of customer loyalty. To help inform how you approach improving customer interactions, here are three critical factors shaping the future of enterprise contact centers into 2020 and beyond: a changing workforce, …