AI, Chatbots, Cybersecurity, the Digital Workplace and 2022
These days, technology change seems to be outpacing the passage of time. Advances are coming at us faster than our ability to keep up. Another year has come and gone; what are we talking about as we look ahead?
Is This Really The New Normal?
Old tech won't suffice in the New Normal of remote work and virtual teaming. Real human connection demands modern technology platforms and business processes that are up to the task.
How Leaders Drive Customer Success
Today, B2B customer consumption patterns are changing, and these changes have gathered speed with the pandemic. In many cases, subscription-based services are now providing customers a better alternative over outright purchase of a product. Subscription relationships are proving to be convenient to consume, are economically beneficial, and are generally easier to exit.
Are You Getting as Much Out of Salesforce in Your Contact Center as You Should Be?
Your rationale for choosing Salesforce was simple: Salesforce, by far, is the leading CRM in the world. And Salesforce Service Cloud has the potential to totally transform customer experience by automating processes, streamlining workflows, and supporting customer service agents. Users have found high value in using Salesforce & have received significant returns on their investment.
5 Factors Driving True Customer Experience Transformation
Customers today expect omnichannel experiences. They want customer service, support and sales teams to understand their relationship with the company and know their history. While deploying omnichannel goes a long way in eliminating customer experience failures, omnichannel by itself does not transform a company's customer experience.
How to Future-Proof Your Remote Workforce
The "new normal"... These days, we’re not just hearing about it. We’re experiencing it!
Smarter Customer Support Drives 70% Reduction in Support Volume for a Global Tech Giant
Read our case study about how Sutherland helped a global technology giant create a human-centric experience to drive a reduction in support volume.
Balancing AI and Humans to Combat Misinformation
Never before has the internet — and information we consume — been in such a considerable state of flux. We're facing a true crisis of misinformation, where fake news is 70 percent more likely to be retweeted than true stories.
F&A Transformation at Speed: Virtual Center of Excellence Built in 8 Weeks
View our case study on how Sutherland delivered a fully comprehensive virtual finance and accounting training program for a client in just 8 weeks.
The Reality of Managing a Remote Workforce
As remote work remains a reality, organizations must keep employees engaged, encourage productivity, and equip them with the right tools. Learn more.