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Businesses today understand that they can’t rely on customer satisfaction surveys alone to gauge contact center performance.

CX used to be simpler. The call center interaction was the equivalent of a customer going into a mom-and-pop shop where an eager representative waited in greeting, “How can I help?” That was essentially the straight path from friction to friction-free back in the day. Short, sweet. But today, CX is more complex to manage as it strives to resolve frictions in keeping with faster times and heightened customer expectations throughout complex multichannel customer journeys. It calls for a complete performance approach.

​Do you remember the 2016 class action suit against Tesla? The plaintiffs disputed the autonomous car manufacturer's decision to not use automatic breaking system when a human driver is pressing the accelerator pedal onto a concrete wall.

"It takes a village…" is one of the famous phrases that our VP of Cloud Operations uses.

My previous blog focused on the cloud benefits that most organizations look at, while trying to make a decision if the move to the cloud is beneficial or not.

I had a call with a large Enterprise customer of ours, and I quote: “If you would have told me 2 years ago that we will consider moving to the cloud, I would tell you that you’re hallucinating. However 2 years passed and we are now in discussions on the best approach of cloud migration. This is unbelievable..”

Cloud... Maybe the most spoken word today in tech companies, banks, contact centers and people around the world.