So, you’ve just noticed a spike in your data. Maybe your trendline looks something like this? Or if you’ve caught it early, it might even look something like this: Now, obviously, I have no way of knowing if your y-axis represents something really good (like new customers) or something really bad (like system errors). And depending on which it is, you may be feeling a strong urge to pop the champagne or hit the panic button.

Most contact centers leverage a cloud solution to provide better customer support, boost agent productivity, and optimize workflows. A cloud contact center empowers agents with cutting-edge software solutions and automation. They have a virtual setup where a third party manages the data centers. In this article, we’ll explore what a cloud contact center is and why they’re better than traditional contact centers.

No matter how impressive your marketing plan may be or how incredible your deliverables are, a marketing campaign that isn’t keeping track of the right marketing metrics or KPIs will never be able to back up all of the good work it’s doing. Although it isn’t possible to monitor every metric, there are a few bankable ones that can be applied to all types of marketing campaigns.

Messaging has surged in popularity and become a go-to channel for many consumers since the COVID-19 pandemic. It looks like the trend is here to stay—74 percent of customers who messaged with companies in 2020 plan to continue doing so. Research also shows that 76 percent of consumers like to buy products using chat or messaging, and 72 percent are more likely to make a purchase online if they can ask questions in real-time. Google’s Business Messages enables buyers to do both.

We recently had the opportunity to speak to a student audience at Serverless Days and came up with some insights that we felt were worth sharing with a wider audience. Please take a look and let us know your thoughts @trycourier. Serverless architecture is relatively new, yet many startup developers prefer building their foundation on a Serverless framework. But what's with the hype?

It’s no secret that customer experience (CX) can significantly influence your brand image, customer loyalty, and bottom line. And with customer experience analytics, you can better understand how to improve the customer experience. You’ll gain insights into the customer’s point of view, experience, and what pain points they face with your offerings. In this article, we’ll discuss the top 3 benefits of customer journey analytics and how to analyze customer experience.

As Miro is used for more and more use cases across a growing number of teams and organizations, IT and security leads need better visibility into what is happening within Miro. With these users in mind, we are constantly improving the ways we empower teams to monitor user activity, identify suspicious behavior, and make data-driven decisions in real-time. That’s why we’ve chosen to partner with Splunk, the Data-to-Everything platform that helps businesses manage and protect their data.

How to Set Up Multi-Channel Notifications in Your AWS Stack In this article, we’ll walk through an example architecture for building your own notification service with AWS, and show you how to implement it in Node.js. We’ll also discuss a few considerations related to using AWS services for notifications. Let’s dive in!

If lockdowns and office closures over the course of the coronavirus proved anything, it was that working remotely is not only possible, it’s beneficial. Productivity, work-life balance and employee satisfaction are all improved. Overheads, commuting costs and carbon emissions are cut. Inclusivity is vastly improved, with a far wider talent pool to choose from as a result. Having the option of remote work keeps employees happy, and gives their employers better work. It’s a major win-win.

Online sports gambling is a booming business. But as upstarts break into the market to try and steal market share from more established players, it’s not the platform or user interface that’s going to determine who is the winner in this multi-billion dollar market. It’s the customer experience. Can AI help sports betting companies take home the biggest payout – loyalty?