Category Archives: Guest Content

How CX Leaders Build Micro-Moments by Empowering Agents

Laura Bassett, Vice President of Product Marketing at NICE – All too often, when a customer proactively engages with a company to ask a question, address a problem, or make a change; they are met with friction. Difficult-to-navigate apps, long wait times, and lacklustre chat bot responses are just a few of the examples where friction ultimately creates a negative experience despite a customer being willing to engage. Continue reading How CX Leaders Build Micro-Moments by Empowering Agents

Remote working is a risky business – but doesn’t have to be with secure card payments

As contact centres embrace the world of remote and hybrid working, Rob Crutchington, Managing Director of Encoded, discusses how the cloud, open banking and the latest SCA regulations help protect the customer, agents and merchants when taking payments… Continue reading Remote working is a risky business – but doesn’t have to be with secure card payments

Poly Identifies Twelve Considerations for Navigating Hybrid Working

Poly published a new report titled The Journey to Hybrid Working: Twelve Considerations, in partnership with workplace research platform WORKTECH Academy. The new report explores twelve considerations for companies to navigate hybrid working, and identifies the key challenges around people, technology, and spaces that employers face. Continue reading Poly Identifies Twelve Considerations for Navigating Hybrid Working

Verizon and PCI Pal release joint white paper with Servadus addressing contact centre best practices in the wake of PCI DSS 4.0 rollout

PCI Pal®, the global provider of secure payment solutions, today releases a comprehensive white paper with Servadus, and Verizon Business Group, Professional Services, mapping the contact centre landscape over the past few years and taking a look ahead as the industry moves to adopt new payment security standards. Continue reading Verizon and PCI Pal release joint white paper with Servadus addressing contact centre best practices in the wake of PCI DSS 4.0 rollout

Workforce wellbeing – 3 ways to de-stress employees with technologies that humanize the hybrid workplace

Embrace analytics to boost your wellbeing strategy. That’s the message from Ross Daniels at Calabrio. Here, he takes a closer look and gives 3 reasons why you can’t afford to ignore the latest advancements in technologies designed for modern workforce optimisation and engagement… Continue reading Workforce wellbeing – 3 ways to de-stress employees with technologies that humanize the hybrid workplace

Workforce wellbeing – what does it really mean and why does it matter more than ever?

Stress is a major barrier to success and it is affecting everyone. In a new three-part series Ross Daniels introduces Calabrio’s campaign to support improvements for people, processes and technology to enable greater wellbeing across contact centre organisations. This first article outlines the key triggers for agents, supervisors and senior managers and shows why it pays to take a comprehensive approach to organisational wellbeing… Continue reading Workforce wellbeing – what does it really mean and why does it matter more than ever?

Selecting Agent Management Solutions – are you asking the right questions?

Ross Daniels at Calabrio looks at the recently published 2022 Agent Management Value Index Report [i] from analyst firm Ventana Research, for insights into how to structure software selection processes – to help organisations pose the right questions to get the right answers… Continue reading Selecting Agent Management Solutions – are you asking the right questions?