The long-term success or otherwise of organisations across the UK could hinge on how those businesses adapt and invest in technology solutions to make the most of emerging “hybrid-office” culture and increased digital rather than face-to-face engagement with employees. Continue reading Technology – key to coping with new ‘hybrid office realities’
Category Archives: Guest Content
Q&A with Matt Parker, CEO at Babble
Matt Parker holds more than 20 years’ experience leading organisations that deliver business enablement solutions to companies around the globe. He has been a CEO for more than a decade and since 2016 has spearheaded leading technology business, Babble. Continue reading Q&A with Matt Parker, CEO at Babble
Remote Workforce Management – from survive to thrive in 3 easy steps
Richard Pinnington of Calabrio discusses how workforce management means so much more in challenging times… Continue reading Remote Workforce Management – from survive to thrive in 3 easy steps
Predictions for 2021 – Contact Centres Need Extreme Digital CX Agility
What does 2021 hold for us? Aviad Abiri is VP, Portfolio Sales Enablement at NICE Ltd shares some of his thoughts with us. What will the CX landscape look like in 2021 and why will it need to look to extreme digital CX agility… Continue reading Predictions for 2021 – Contact Centres Need Extreme Digital CX Agility
It’s good to talk: learning from COVID-19 customer experiences
The value of delivering good customer experience cannot be underestimated. Research from Infobip recently found that British businesses are set to lose more than £2.5 billion due to bad customer service during lockdown. But it’s not all doom and gloom; some retailers are getting customer service right. Continue reading It’s good to talk: learning from COVID-19 customer experiences
All Work and No Play: Connecting the dots trends report – How the 9-5 model saps productivity
Companies are now torn between preparing for a full return to the office at some point, and committing to large-scale remote work. And they’ve generally used examples of employees adopting healthier lifestyles or working longer hours to plead their case for or against – usually with work-life balance in mind. Continue reading All Work and No Play: Connecting the dots trends report – How the 9-5 model saps productivity
AI & Live Chat: a winning combination
Customers expect immediate results but they also crave the personal touch. Abbie Heslop of EBI.AI discusses how artificial intelligence (AI) can help to achieve the right balance. Continue reading AI & Live Chat: a winning combination
5 key criteria for elevating the work from home experience
Although we are all getting used to working from home now, there are still a few issues around it such as IT support and video sharing fatigue. As it’s going to be a while before we’re allowed back to offices full time– or ever, for those of us who like working from home for at least some of the week – Rob Carmichael, Collaboration Specialist at Avaya, has the following tips on how to get the best experience from home. Continue reading 5 key criteria for elevating the work from home experience
Give them the tools to do the Job
It’s long been acknowledged that motivated and engaged employees are the key to business success. Start by giving them the tools to do their job to the best of their ability, and make time for line managers to build rapport with their staff, so that they can support and nurture them. Andrew Tucker, Success Manager at Cirrus explains. Continue reading Give them the tools to do the Job
Creating remote working success with a positive company culture
The pandemic has placed culture under pressure. With lockdown an all too familiar expression, businesses cannot afford to adopt a passive approach to culture. Stephen Line, VP EMEA, Cloudera explores where to begin and what to do to reignite and drive team motivation. Continue reading Creating remote working success with a positive company culture
VeriCall finds the ideal home in Scotland to expand
Access to talent, skills training and digital technology helped London-based global business services firm, VeriCall choose Scotland as a location to scale up its operations… Continue reading VeriCall finds the ideal home in Scotland to expand
Future-proofed remote working: a checklist for readying your contact centre
Lockdowns forced contact centres to switch to remote working overnight. While interim technology solutions may have met immediate needs, they aren’t necessarily the right fit for the long-term. Jeremy Payne, Group VP, Marketing and Alliances, Enghouse Interactive looks at how contact centres can future-proof their remote working strategy, with a checklist of the areas to focus on.
Continue reading Future-proofed remote working: a checklist for readying your contact centre
“Mobile Messaging is the key to maintaining and increasing customer engagement,” says mGage
“In a year filled with uncertainty, businesses have had to adapt the way in which they operate and as such communication and customer engagement has seen increased demand and significant change. Multiple device use has played a pivotal role in keeping businesses and consumers up to date, making mobile messaging a vital tool for the future success of any business in this new economic climate,” says Nick Millward, VP Europe at mGage… Continue reading “Mobile Messaging is the key to maintaining and increasing customer engagement,” says mGage
2021: a look into the homeworking contact centres of the future
by Martin Taylor, Deputy CEO & Co-Founder at Content Guru… Continue reading 2021: a look into the homeworking contact centres of the future
Look forward not back: 4 ways to future-proof your contact centre
Heightened customer expectations are here to stay and are having a huge impact on technology in contact centres. Ed Creasey at Calabrio shares a forward-looking plan for the “new normal”… Continue reading Look forward not back: 4 ways to future-proof your contact centre