With Contact Centres all over the globe facing the reality of home working for the foreseeable future, real-time adherence is going to be vital to protect service levels… Continue reading Real-Time Adherence – A Key Ingredient To Help You Manage Your Workforce Remotely
Category Archives: Guest Content
How To Manage Remote Contact Centre Agents During the COVID-19 Outbreak
As the nation reacts to contain the virus, organisations need to be ready to adapt and do what is right for their staff, colleagues and customers, which includes ensuring employees are able to work from home where possible. Continue reading How To Manage Remote Contact Centre Agents During the COVID-19 Outbreak
Business Continuity is Just One Benefit from Working at Home
Companies around the world are telling employees to work from home to protect themselves from catching the Coronavirus and stop it spreading. Business continuity is not the only reason for employees to work from home, remote working increases productivity, results in a happier and healthier workforce and encourages employees to remain in the business for longer. Continue reading Business Continuity is Just One Benefit from Working at Home
5 Benefits of Integrated Ticketing in Contact Centres
Long considered a ‘nice to have’, integrated ticketing is now the latest ‘must have’ for successful contact centres. In his first blog on the subject Thomas Rødseth of Puzzel sums up the benefits of integrated ticketing… Continue reading 5 Benefits of Integrated Ticketing in Contact Centres
Using Artificial Intelligence to build a great future for CX
AI is already here and it’s revolutionising the way businesses manage their data to transform the customer experience (CX). Henry Jinman says it pays to tread with caution, despite all the success stories and shares his top 3 Tips for before you begin. Continue reading Using Artificial Intelligence to build a great future for CX
Shattering the myth – why there’s more to outsourcing than cutting costs
In a market that is increasingly becoming defined by a ‘lowest-cost’ approach, it’s time to shatter the myth that out-sourcing is simply a cost cutting exercise. Continue reading Shattering the myth – why there’s more to outsourcing than cutting costs
The Growing Influence of Enterprise Information Management, Cloud and Analytics in the Coming Decade
Business Systems’ Will Davenport on what financial services firms can expect in 2020… Continue reading The Growing Influence of Enterprise Information Management, Cloud and Analytics in the Coming Decade
How Analytics Can Unlock Value for Contact Centres in 2020
2020 will be about analytics, Jonathan Wax from Nexedia tells us why… Continue reading How Analytics Can Unlock Value for Contact Centres in 2020
2019 in the contact centre: a year in review
2019 was a big year for contact centre technology, and while advances continue thick and fast, so much has changed that pinpointing exact key trends is often challenging. The industry’s digital revolution is only growing in momentum, too. Continue reading 2019 in the contact centre: a year in review
How UK businesses can safeguard data against Brexit uncertainty in 2020
Guest Post by Massimo Bandinelli, Marketing Manager, Cloud & Data Centre, Aruba Enterprise… Continue reading How UK businesses can safeguard data against Brexit uncertainty in 2020