According to Peter Dempsey from Puzzel it’s time to transition from Workforce Management to Workforce Optimisation for true efficiency and effectiveness in contact centres. Here, he shares 3 tips for making the change… Continue reading What’s next for WFM? – 3 Steps from WFM to WFO for exceptional customer service
Monthly Archives: August 2019
Intermedia Acquires Omni-channel Cloud Contact Centre Provider, Telax
Intermedia, a leading unified communications as a service (UCaaS) software provider for managed service providers (MSPs) and the small and medium-sized businesses (SMBs) they serve announced the acquisition of Telax, a Toronto-based cloud contact centre as a service (CCaaS) software provider. Continue reading Intermedia Acquires Omni-channel Cloud Contact Centre Provider, Telax
Infor Continues to Enrich Customer Experience with Infor Concierge Portal
Infor, a global leader in business cloud software specialized by industry, today announced significant updates to Infor Concierge, a powerful, self-service solution for customers designed to provide holistic access to relevant Infor resources. Continue reading Infor Continues to Enrich Customer Experience with Infor Concierge Portal
Fuze Empowers Workforce with Skills-Based Routing Patent
Fuze, the leading cloud-based communications and collaboration platform provider for the modern global enterprise announced it has been awarded a new patent for advanced machine learning that applies skills-based routing to internal employee networks. Continue reading Fuze Empowers Workforce with Skills-Based Routing Patent
CGS Names Steven Petruk to President of Global Outsourcing Division
CGS, a global provider of business applications, enterprise learning and outsourcing services, announced the naming of Steven Petruk as the company’s President of Outsourcing Services division. Petruk will lead the global CGS executive and delivery team in the expansion of operations and the continued transformation and deployment of technology-based outsourced solutions. Continue reading CGS Names Steven Petruk to President of Global Outsourcing Division
Lack of alignment and collaboration between C-suite, IT teams and wider business holding back digital transformation
According to NTT Ltd.’s 2019 Digital Means Business Report, only 11% of organizations are highly satisfied with those in charge of spearheading digital transformation, despite the fact that almost three-quarters of them are already underway on their journey. Continue reading Lack of alignment and collaboration between C-suite, IT teams and wider business holding back digital transformation