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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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
Establishing a Work-Life Balance at Work
As we have found, having a healthy work-life balance is an ongoing process that needs to be re-evaluated and fine-tuned to fit
Ransomware: How to Protect Your Company
Ransomware is back in full force these days and is now a profitable business model. Companies need to be prepared to minimize
Fortuna Receives North Carolina’s HUBZone Certification
North Carolina Department of Administration’s Office certified Fortuna Business Management Consulting (BMC) as a qualified Historically Underutilized Businesses (HUBZone) Information Technology (IT)
Quick Tips for a Work-Life Balance (and How a Boss Can Help)
For years we have been hearing this phrase – work-life balance – but what does that actually mean? Is it a goal