Contact centers are evolving rapidly. The days of single-channel, telephony-based call centers are long gone. This old model has given way to the omnichannel customer experience center. In legacy call centers, the customer’s pathway through sales or service was relatively linear. Call in, speak to an agent, and (hopefully) resolve the issue. In this system,…
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By Ginna Raahauge, CIO at Zayo For businesses to deliver value to customers, they must stay on top of customer challenges. At Zayo, we understand the macro trends our customers are currently facing — such as remote and hybrid work and the growing importance of user experience — have impacted how they approach business. To…
For veteran CIO Amir Arooni, the aha moment came during a master’s dissertation deep dive into why there were so many IT project failures. Digging through research examining the impact of standard conventions like siloed teams and staged gate processes, Arooni began percolating ideas for how to shift IT organizations away from the traditional project-oriented…
With enterprise resource planning (ERP) and customer relationship management (CRM) applications at the heart of many a company’s operations, the consequences of a failed software rollout can be serious, including shareholder lawsuits and financial meltdown. But after a spate of high-profile failures, there are signs that vendors and customers are working hard to ensure the success of their ERP…
Supply chains are built on partner and supplier relationships, but often these relationships are not as strategic as they perhaps should be. Typically, companies have large numbers of suppliers and hundreds of line items that they source so manual selection of suppliers for each line item is practically impossible. Rather than continually reassessing and optimizing…
The digital transformation bandwagon is a crowded one, with enterprises of all kinds heeding the call to modernize. The pace has only quickened in a post-pandemic age of enhanced digital collaboration and remote work. Nonetheless, 70% of digital transformation projects fall short of their goals, as organizations struggle to implement complex new technologies across the…
As organizations evolve and fully embrace digital transformation, the speed at which business is done increases. This also increases the pressure to do more in less time, with a goal of zero downtime and rapid problem resolution. Real costs to the business are at stake. For instance, a 2021 ITIC report found that a single…
An organization depends on its financial institution to complete a major transaction, but a glitch holds up funds, negatively impacting cash flow. Meanwhile, regulators fined a different financial institution for failing to catch fraudulent transactions. In both situations, better business transaction monitoring could have helped prevent negative, costly outcomes. In the former, more seamless monitoring…
Contact centers don’t look like they did 10 years ago. Technology has fundamentally changed the way they do business. Alongside that transformation has come steady growth. In 2022, 80% of contact centers planned to expand their workforces, with half of those expecting to create entirely new roles. Only 1% planned to cut staff. Yet, as…