Creating Connected Customer Journeys with Omnichannel Support
Creating Connected Customer Journeys with Omnichannel Support Creating Connected Customer Journeys with Omnichannel Support As customer expectations continue to evolve, simply offering
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Scaling Smarter: How Agile Contact Centers Drive Growth Across Industries
In today’s rapidly evolving business landscape, organizations are under increasing pressure to scale operations quickly while maintaining exceptional service quality. Whether it’s
Decode Customer Emotions with AI-Powered Sentiment Analysis
In this edition, we’re exploring the use of AI for better sentiment analysis in customer support. Sentiment analysis enables businesses to gauge
Deliver Contextual Support with Omni-Channel Communication
In this edition, we’re exploring the power of omni-channel communication in delivering contextual support. In today’s interconnected world, customers expect seamless and
Improve FCR Rates with a Co-Browsing Solution
In this edition, we’re focusing on the benefits of co-browsing solutions in improving First Contact Resolution (FCR) rates. Co-browsing allows support agents
Integrate AI into Your Customer Conversations
In this edition, we’re exploring the benefits of integrating AI into customer conversations. AI-powered solutions can enhance customer support by providing instant
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5 Crucial Steps in the Change Management Process
Companies must constantly evolve and adapt their processes to meet current challenges and prepare for future ones. Triggers for organizational change include
How to Protect Your Business Against 3 Types of Cyber Attacks
Based on a study commissioned by the National Cyber Security Alliance, only 27% of small businesses have taken appropriate measures to ensure their systems
Ways To Protect Your Company From Phishing Attacks
According to a study by automation company Ivanti, at least 74% of companies have been victims of phishing attacks in 2020. Phishing
Four Quick Tips for a New Project Manager
So, you’ve decided to become a project manager (PM)? Congratulations! When starting out at something new, like everyone else, you probably feel
How to Overcome Hurdles as a Project Manager
Properly managed projects are projects where everyone understands what to do and when. This means giving status reports and recorded actions with
Call Centers: Remote vs. Traditional
Traditionally, call centers operate in a brick-and-mortar setting. This means they hold all operations in a minimum of one physical space. However,
Take Your Business Back to School
There is a buzz in the air as summer starts to come to an end and kids head back to school. Families
Advantages of Offering Remote Work
As discussed in a previous Fortuna BMC blog, remote work has been the backbone of our business, well before the pandemic made
Top 4 Tips for a Project Manager New to a Team
People’s career paths can take them from company to company, or from team to team. When an experienced project manager is new
Choosing Staff Augmentation For Your Business’s Needs
Staff augmentation is a means of extending a team’s capacity. It is a flexible outsourcing means that allows you to get IT
Recruiting Pointers for Businesses
People are inarguably the most valuable asset of any business. As Richard Branson famously puts it, “Clients do not come first. Employees
Do We Really Need to Secure SharePoint?
With the latest rise in cybercrime, is SharePoint a vulnerable point in your environment? SharePoint is a web-based collaborative platform by Microsoft