Category Archives: Guest Content

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

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

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