When RPA Doesn’t Work For Process Automation, Hyperautomation Comes Forward

Robotic Process Automation (RPA) works for basic, repetitive tasks automation. Still, it has significant tactical and strategical limitations that make its usage less effective and cause even more mess in organizations. Mike Fitzmaurice wrote in the recent techradar.com article: Contrary to its name, RPA is not actually designed for “process” automation at all. The key […]

One Person’s Trash Code Is Another’s Code Treasure

According to a series of studies, modern coders spend about a third of their jobs actually coding. Another 20% of their week is swallowed up by code maintenance, while the rest is lost to meetings and online distractions. If we estimate all of that code work totals 20 hours a week then multiply that by […]

Why Texting Is a Great Match for Workforce Optimization

The rise of messaging for business communication has taken the world by storm, and your contact center needs to be ready to respond. But first, you need to make sure you’re responding on the right channels. Research done by Harris Poll and commissioned by OneReach found that over 60% of customers would rather text than […]

3 Things to Consider When Building Your Own Communication Solution

Empowerment. That is the word that comes to mind when one considers how recent technological changes have affected a business’ ability to create compelling communication experiences. Despite the fact that the basic tools for making a phone call haven’t changed much in the last 150 years (even your smartphone still offers you a standard numeric […]

All Call Center Metrics Are Important. But Have You Tried Using This One?

There are a lot of call center metrics out there that measure customer satisfaction—CSAT, Net Promoter Score (NPS), even First Call Resolution (FCR). The way they measure satisfaction is different, but the end result is the same—to make sure the customer is happy. But what if I told you there was a call center metric […]

Suffering from Vendor Fatigue? Here’s How Consolidation Can Help

One of our clients has seven telephony providers–we are the eighth. Thankfully, we’re helping them consolidate. Over the last six weeks, we’ve been able to migrate 60 percent of their traffic to the OneReach platform. Good for us, right? But even better for them.